Manager - Patient Experience - Mercy Hospital Washington - Full Time

Job description

Find your calling at Mercy!
Under the direction of the ministry Vice President, Patient Experience & Strategic Initiatives this position will manage an analytic team providing comprehensive data management and analysis services for Mercys CAHPS, patient loyalty and associated patient experience measurement across the continuum of care.
Performs duties and responsibilities in a manner consistent with our mission, values and Mercy Service Standards.
Position Details:
Manager - Patient Experience
Mercy Hospital Washington | Full-Time
Lead Healthcare Analytics. Improve Patient Experience. Drive Meaningful Change.
Mercy Hospital Washington is seeking a Manager of Patient Experience Analytics & Insights to lead patient experience analytics, CAHPS survey administration, healthcare reporting, and data-driven performance improvement initiatives.
This leadership role is ideal for professionals with experience in healthcare analytics, patient satisfaction, data management, quality improvement, business intelligence, healthcare operations, and team leadership . You will transform patient feedback and performance data into actionable insights that improve outcomes for patients, caregivers, providers, and communities.
Key Responsibilities
Healthcare Analytics & Reporting
• Lead the analysis of CAHPS, patient satisfaction, patient loyalty, and patient experience data .
• Identify trends, opportunities, and performance gaps to improve healthcare outcomes.
• Develop and present executive-level dashboards, scorecards, and reports.
• Provide actionable insights to support strategic and operational decision-making.
• Perform ad hoc data analysis and reporting for organizational leaders.

Patient Experience Program Management
• Oversee patient experience measurement programs across the continuum of care.
• Manage CAHPS surveys, patient feedback tools, rounding programs, and digital feedback platforms.
• Ensure data integrity, governance, regulatory compliance, and reporting accuracy.
• Manage survey vendors, contracts, budgets, invoices, and project timelines.
• Support implementation and onboarding of new hospitals, clinics, and service lines.

Leadership & Team Development
• Lead, mentor, and develop a high-performing analytics team.
• Provide coaching, performance management, and professional development.
• Guide team members on analytics methodologies, statistical analysis, and reporting best practices.
• Drive continuous improvement and operational excellence.

Collaboration & Process Improvement
• Partner with leaders across Operations, Quality, Nursing, Marketing, Human Resources, Mission, and Information Technology.
• Support patient experience improvement initiatives and organizational change management efforts.
• Train and coach patient experience champions and community leaders.
• Develop best practices, standard work, and process improvement resources.

Healthcare Technology & Business Intelligence
• Support reporting and analytics platforms including: Qlik Qualtrics Tableau SAP PRC EasyView NRC Qventus Healthcare Dashboards and Business Intelligence Tools

Minimum Qualifications
Education
• Bachelor's Degree in: Healthcare Administration Business Administration Information Technology Statistics Data Analytics Healthcare Data Management Related field

Experience
• Leadership experience managing teams and complex projects.
• Experience with healthcare analytics, reporting, and performance metrics.
• Strong statistical analysis, data interpretation, and problem-solving skills.
• Experience presenting findings to executive leadership.
• Advanced Microsoft Excel, PowerPoint, and Office Suite skills.

Preferred Qualifications
• Master's Degree in Healthcare Administration, Analytics, Statistics, Quality Management, Behavioral Science, or related field.
• Experience with: CAHPS Patient Experience Programs Healthcare Quality Metrics Regulatory Reporting Value-Based Care Healthcare Operations Data Mining Dashboard Development
• Lean Six Sigma Certification
• PMP Certification
• Change Management Certification
• Clarity Database Certification

Why Join Mercy?
At Mercy, you'll help shape the future of healthcare by turning patient feedback into meaningful improvements. Join a mission-driven organization where your expertise in patient experience, healthcare analytics, quality improvement, business intelligence, healthcare data management, leadership, and operational performance makes a direct impact on patient care and organizational success.
Why Mercy?
From day one, Mercy offers outstanding benefits - including medical, dental, and vision coverage, paid time off, tuition support, and matched retirement plans for team members working 32+ hours per pay period.
Join a caring, collaborative team where your voice matters. At Mercy, you'll help shape the future of healthcare through innovation, technology, and compassion. As we grow, you'll grow with us.