Strategic Services Associate- Patient Experience Duke Regional Hospital

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

About Duke Regional Hospital

Pursue your passion for caring with Duke Regional Hospital in Durham, North Carolina. With 388 beds it is the second largest of Duke Health's four hospitals and offers a comprehensive range ofmedical, surgical, and diagnostic services, including orthopedics, weight-loss surgery, women's services, and heart and vascular services.

The Patient Experience Manager is a dynamic and strategic leader responsible for advancing the patient experience at Duke Regional Hospital. This role requires a results-driven leader with a demonstrated history of improving both patient and customer satisfaction through data-informed strategies and cross-functional collaboration. The ideal candidate will collaborate across departments to implement performance improvement strategies in both clinical and operational settings, with a strong emphasis on data analysis and translating insights into measurable, sustainable improvements.

Candidates should be able to provide examples of initiatives they have led that resulted in measurable improvements in patient experience metrics (e.g., HCAHPS, Press Ganey, Qualtrics, or internal satisfaction surveys)

Key Responsibilities

• Lead and manage initiatives aimed at improving hospital operations and clinical quality.
• Identify performance improvement opportunities through data analysis and trend evaluation.
• Apply performance improvement methodologies to enhance the overall patient experience.
• Serve as project manager for interdisciplinary teams, ensuring timely and effective execution.
• Establish performance benchmarks using national standards and best practices.
• Design, implement, and evaluate strategies to improve performance and compliance.
• Monitor and support adherence to regulatory and accreditation standards.
• Promote a culture of continuous improvement through education and professional development.
• Act as a subject matter expert in performance improvement and compliance.
• Prepare and deliver reports and presentations to communicate progress and outcomes.
• Participate in strategic planning and manage human and fiscal resources as needed.
• Perform other related duties as assigned.

Minimum Qualifications

Education

- Bachelor’s degree in a business or health-related field is required.
- A Master’s degree may substitute for up to two years of required experience.

Experience

- Minimum of five (5) years of professional experience, including at least three (3) years in roles with significant responsibility for performance improvement and patient experience.

- Proven track record of leading initiatives that significantly improved patient and/or customer satisfaction scores.

-Experience using data and feedback to design and implement service excellence strategies.

- Proven success in leading cross-functional teams and managing change initiatives.
- Demonstrated ability to analyze data and implement actionable strategies that drive positive results.

Degrees, Licensures, Certifications

Additional Knowledge, Skills, and Abilities 

• Expertise in change management and performance improvement methodologies
• Strong written and verbal communication skills
• Ability to engage with diverse teams and stakeholders
• Proficiency in data analysis and process evaluation
• Excellent organizational and time management skills
• Familiarity with healthcare regulations and accreditation standards
• High attention to detail and accuracy
• Strong computer literacy and reporting skills

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends onthe robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.