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. 1) 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. 2) 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. 3) 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. 4) 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. 5) 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. 6) 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 EEO Statement: Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment. 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