Program Manager, Patient Experience

Overview

The Program Manager for Patient Experience at Keck Medicine of USC plays a vital leadership and organizational role focused on enhancing patient and family-centered care. This position is dedicated to long-term planning, managing department activities related to colleague engagement, patient satisfaction, and service excellence. A key responsibility includes supporting the deployment of operational support tools and overseeing program communication and facilitation.

Key Responsibilities

• Develops and implements best practices to foster a positive and proactive patient and family experience, utilizing HCAHPS and other CAHPS survey data for measurement.
• Leads the execution of patient experience strategies by transforming them into scalable initiatives aligned with organizational goals and regulatory standards.
• Oversees program lifecycles—including planning, execution, monitoring, and optimization—to deliver measurable improvements within set timelines and budgets.
• Defines program success metrics and KPIs, collaborating with data teams to analyze results and prepare reports for leadership to foster continuous improvement.
• Manages the Patient and Family Advisory Councils, including recruitment and development of advisory programs.
• Leads, plans, designs, implements, and evaluates patient experience projects, serving as the departmental lead under associate administrator guidance.
• Analyzes operational and performance data to provide actionable insights supporting strategic decisions.
• Oversees program and project budgets and manages invoice processes.
• Supervises assigned program staff and coordinates the daily operations of programs.
• Performs additional duties as assigned.

Qualifications

• Bachelor’s degree in a relevant field required.
• Master’s degree in Healthcare Administration or related discipline required.
• Minimum three years of healthcare and/or hospitality experience demonstrating leadership in patient/family satisfaction initiatives, with MHA Residency at Keck Medicine considered as work experience.
• Skilled in diplomatic problem-solving approaches.
• Excellent oral and written communication and strong analytical capabilities required.
• Fire Life Safety Training certification applicable for LA City; if not possessed at hire, must be obtained within 30 days and maintained through renewals.

About Keck Hospital of USC

Keck Hospital is a 343-bed acute care facility renowned for advanced treatment of complex medical and surgical conditions across multiple specialties. Its expert physicians provide patient-centric, compassionate care using cutting-edge techniques and participate in numerous clinical trials, offering patients access to innovative therapies. The hospital prides itself on blending scientific excellence with compassionate care.

Compensation

The salary range for this role is $84,365 to $138,330 annually. Compensation decisions consider position scope, candidate experience and education, skills, market, legal factors, grants, and internal equity.