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Patient Experience Manager

Job Description

Job ID: 1220074
Employment Status: Full-Time
More Information:

Missouri Baptist Medical Center, an acute care hospital in St. Louis County, offers a full continuum of medical and surgical services, including heart care, cancer care, and women’s and infants’ services. The hospital has a 24-hour adult emergency department and cares for pediatric patients at a separate emergency department in collaboration with St. Louis Children’s Hospital.

In 2016, Missouri Baptist was named a Magnet® hospital by the American Nurses Credentialing Center (ANCC). The prestigious designation is the highest credential a healthcare organization can receive for nursing excellence and quality patient care. Missouri Baptist is the first hospital in St. Louis County to achieve this recognition, which has been accomplished by less than 7 percent of hospitals nationwide. Additionally, U.S. News & World Report ranked the hospital #2 in the St. Louis metro area.

Missouri Baptist Medical Center is a member of BJC HealthCare, one of the nation’s largest nonprofit healthcare organizations.


The Patient Advocacy and Service Excellence department at Missouri Baptist Medical Center provides advocacy resources to all patients and visitors and works with hospital team members to build a culture of service excellence throughout the hospital.


Role Purpose

Serve as a conduit for communication between the System and organization and provides direction to the local patient experience team. Analyzes opportunities for improvement utilizing the six strategic lenses of the Patient Experience Framework, performance data and partners with operations in prioritizing areas of focus.  Provides guidance to the patient experience partners and specialist who support to operating units and department teams in developing solutions that are data driven and evidence based.  Works with leadership to understand the measurement systems in place and key findings from these systems and their potential financial ramifications, while assisting with the implementation of improvements and monitoring systems to assess the impact of service excellence improvement work.  Evaluates patient experience to assure an excellent patient experience is being delivered consistently across the organization.  Responsible for designing, coordinating, and managing the tactical implementation and visibility associated with the organization's strategic plan.  Coordinates internal service line development with external delivery.


  • Manages individual(s) including but not limited to: onboarding and hiring, training, workload management & performance evaluations, conducting professional development plans as needed. Ensures that the productivity and actions of that group meet/support the overall operational goals of the department as established by department leadership.
  • Develops and adheres to departmental staffing, revenue and/or expense budgets. Responds to changes in the business which may affect the ability to achieve the budget goals.
  • Oversees administration and management of various programs including business development and physician relations.
  • Works closely with performance improvement teams, committees, and department leaders to develop and execute a PX action plan for both systemwide and local projects based on the PX framework.
  • Develops and coordinates training activities that engage staff and provide understanding of their impact to the PX.
  • Participates in all PX strategic planning, budgeting, and cost analysis activities.
  • Manages the use of internal and external data to assist in identifying opportunities for PX improvements

  • Minimum Requirements



  • Bachelor's Degree
  • - Bus/HC Admin/Nursing/related



  • 2-5 years

    Supervisor Experience

  • 2-5 years


    Preferred Requirements and Additional Job Information



  • Master's Degree
  • - Business/HC Admin


    Licenses & Certifications

  • CPXP Certified within 2 yrs

  • Benefits Statement

    Note: not all benefits apply to all openings

    -  Comprehensive medical, dental, life insurance, and disability plan options
    -  Pension Plan*/403(b) Plan
    -  401(k) plan
    -  Tuition Assistance
    -  Health Care and Dependent Care Reimbursement Accounts
    -  On-Site Fitness Center (depending on location)
    -  Paid Time Off Program for vacation, holiday and sick time

    *Pension does not apply to Memorial Hospital, Memorial Hospital East, Alton Memorial or Parkland Health Center

    Legal Statement

    The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.


    Equal Opportunity Employer