Human Experience Center Manager

SUMMARY

Manages the Human Experience Center — including Information Desk Services, screening and check-in operations, and volunteer programs — and leads initiatives to improve the patient, family, and employee experience at The Miriam Hospital.

Builds a culture of service excellence by coaching staff and volunteers, coordinating training, and aligning programs with the hospital’s mission and values.

PRINCIPAL DUTIES & RESPONSIBILITIES

Brown University Health employees role model the organization’s values of Compassion, Accountability, Respect, and Excellence in every interaction with patients, families, and colleagues.

Leadership & Operations Management

• Develops annual goals, objectives, and operating/capital budgets for areas of responsibility; manages within allocated funds.
• Ensures consistent coverage and performance of Human Experience Center functions: main entrance/screening, Information Desk, patient check‑in desks (Fain, Main OR), Family Liaison, and volunteer services.
• Supervises and develops staff; provides coaching, feedback, and performance evaluations; ensures compliance with policies and procedures.

Patient Experience Strategy & Analytics

• Serves as internal consultant and subject‑matter expert for the patient experience measurement platform (Press Ganey); consolidates, analyzes, and presents trends versus targets.
• Executes Voice of the Patient activities (e.g., Patient and Family Advisory Councils) and standardizes key touchpoints along the patient journey.
• Leads service recovery practices; trains staff on timely issue resolution and documentation.
• Partners with clinical and system leadership to implement programs, technologies, and workflows that improve the care experience across the continuum.

Volunteer Services Management

• Develops and promotes volunteer programs that complement hospital services and reflect the cultural diversity of the community.
• Recruits, onboards, schedules, and recognizes volunteers; maintains required screening and documentation.

Training, Coaching & Culture

• Designs and facilitates training (e.g., Communicate with H.E.A.R.T., New Employee Orientation, First Impressions, Principles of WOW Patient Care) via live and virtual formats.
• Supports relationship‑centered communication through ongoing coaching/advocacy; pursues certification as a Patient Experience facilitator.
• Leads employee engagement and recognition initiatives; plans events that build morale, resilience, and teamwork.

Stakeholder Engagement & Communications

• Maintains effective relationships with staff, physicians, leadership, and community agencies; represents The Miriam Hospital as needed.
• Communicates effectively with staff, volunteers, management, and customers to ensure situational awareness and timely follow‑through.

Continuous Improvement, Policy & Compliance

• Develops and maintains policies, procedures, and department manuals related to patient relations and satisfaction.
• Facilitates or participates in committees and improvement teams; applies basic quality improvement methods (e.g., Lean) to experience workflows.
• Performs other duties as assigned.

BASIC KNOWLEDGE (REQUIRED)

• Bachelor’s degree in Health Care Administration, Social Services, Business, Communications, or related field (or equivalent experience).
• 3–5 years of experience in healthcare or a service‑intensive industry with demonstrated customer/patient experience responsibilities.
• Demonstrated ability to deliver large‑group training (in‑person and virtual) and develop curricula.
• Excellent communication and interpersonal skills; demonstrated ability to collaborate effectively with physicians, staff, patients, and families.

PREFERRED QUALIFICATIONS

• Managerial/supervisory experience.
• Certified Patient Experience Professional (CPXP) preferred.
• Process improvement training preferred.

EXPERIENCE & CAPABILITIES

• Skilled in interviewing, public speaking, program development, and training.
• Able to plan and organize programs to meet patient, staff, and volunteer needs.
• Proficient written and verbal communication across all levels of the organization.
• Able to handle confidential information in accordance with policy and applicable regulations.

SUPERVISORY RESPONSIBILITY

Direct management of Human Experience Center staff (approximately 6 FTEs), including the Information Desk Supervisor and Volunteer Services Coordinator; indirect oversight of ~25 employees staffing Information Desk and Patient Liaison areas, plus the volunteer workforce.

Pay Range

$90,729.60-$149,697.60

Location

The Miriam Hospital - 164 Summit Ave Providence, Rhode Island 02906

Work Type

M-F 8:00am-5:00pm

Work Shift

Day

Daily Hours

8 hours

Driving Required

No

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.