Cone Health Senior Patient Experience Manager in Greensboro, North Carolina


Our Purpose Together, we create unsurpassed health care experiences. Our Intent We are the leader in delivering integrated, innovative health care. Our Values At Cone Health, we value and are accountable for:

  • Caring for Our Patients We provide exceptional quality, compassionate care and service in a safe, respectful environment.

  • Caring for Each Other We appreciate each other through honest communication and respect. We inspire ongoing learning, pride, passion and fun.

  • Caring for Our Communities We engage our communities with integrity and transparency. We embrace our responsibility to promote health and well-being.

    Education / Licensure / Certification

EDUCATION: Required: Bachelors Preferred: Masters



EXPERIENCE: Required: Minimum of 5-7 years healthcare, hospitality or customer service background preferably with operational leadership and supervisory experience. Preferred: Consulting experience (either internal or as an independent consult) is preferred.

KNOWLEDGE, SKILLS, AND ABILITIES: Required: Ability to read and write the English language with superb ability to communicate through verbal and written formats. Ability to analyze work processes for possible performance improvements. Ability to structure a patient experience approach strategically for a campus Ability to work independently Ability to organize workload to provide reliable follow-through and meet timelines/deadlines Ability to develop a full understanding of best practices and tools and communicate them effectively to drive results. Proven track record of strong internal customer service and relationship building. Ability to challenge the status quo and traditional approaches in a collaborative, effective manner – balancing working relationships with a commitment to a “patient and family-first” philosophy. Moderate to advanced skills in Microsoft Office, Excel and Powerpoint. Passionate about Customer Relations and Patient/Family Centered Care. Ability to analyze and perform statistical functions. One-year experience preferred in leading cross-functional teams, or training in process improvement tools.

PHYSICAL REQUIREMENTS: Light Work: Exerting up to 20 pounds of force occasionally (up to 1/3 of the time), and/or; up to 10 pounds of force frequently (1/3 to 2/3 of the time), and/or; a negligible amount of force constantly (2/3 or more of the time) to lift, carry, push, pull, or otherwise move objects, including the human body. Even though the weight lifted may be only a negligible amount, a job should be rated Light Work: (1) when it requires walking or standing to a significant degree; or (2) when it requires sitting most of the time but entails pushing and/or pulling of arm or leg controls; and/or (3) when the job requires working at a production rate pace entailing the constant pushing and/or pulling of materials even though the weight of those materials is negligible.

HEARING/VISION: Hear and differentiate low volume sounds in order to make judgments regarding actions needed Hear alarm bells, verbal conversations, telephone voices and normal volume sounds Close vision (clear vision at 20 inches or less) Distance vision (clear vision at 20 feet or more) Depth perception (three-dimensional vision, ability to judge distances and spatial relationships)

CONDITIONS OF EMPLOYMENT * Annual flu shot * Annual TB test (if applicable to your job location) * Annual HLCs (Healthstream, formerly CBL)-Safety at Work and Corporate Compliance * Maintain licensure/certification/registry/listing (if applicable to your job)

Job Description

JOB SUMMARY: This position serves as the architect of a Cone Health patient experience that supports and creates a masterfully orchestrated, personally meaningful, highly customized, patient- and family directed experience in a healing environment.

MAJOR WORK ACTIVITIES: Equips senior leadership with the information, tools and evidence-based practices to build a sustainable culture that focuses on patient and family centered care. 10 %

Facilitate effective listening and learning methodologies through such approaches as Patient Advisory Boards. Serve as the liaison between the Patient Advisors, Physicians and Senior Leadership. 10 %

Harvests best practices while supporting Cone Health leaders and shares the practices with other organizations across the Cone Health. 10 %

Identifies opportunities to improve the patient experience and bring innovative, evidence-based practices from other healthcare organizations and/or industries. 10 %

Lead cross-functional teams and influences peers and staff who do not formally report to the position. Effectively drive change across the continuum of care. 10 %

Leads, facilitates and navigates project plans by collaborating with operational leaders and teams as they initiate improvement efforts around the patient experience. 10 %

Must be able to analyze and interpret patient feedback data. Create patient perception of care report using the patient feedback data and make recommendations for improvement. 10 %

Serve as a catalyst for a Patient and Family Centered culture at Cone Health while supporting the organization's values (Care for Patients, Care for Each Other and Care for the Community). 20 %

Utilizes healthcare industry evidence-based practices and world-class service benchmarks to achieve improved patient and family perception of care with at least 90% of areas tracking towards goal. 10 %

WORKING CONDITIONS: Occurs under one-third of the time: Exposure to bloodborne pathogens Hazardous waste and/or toxic/caustic chemicals Fumes or airborne particles


Communication I will create and engage in conversations of possibility.

  • I will be open to innovation and creativity.

  • I will listen to understand.

  • I will bring ideas for solutions and be open to alternative ideas.

  • I will be open to constructive feedback.

  • I will not engage or listen to negativity or gossip.

  • I will be positive when speaking about Cone Health, my department, and my coworkers.

  • I will be approachable.

  • I will focus on behaviors, not the person, during conflict.

Accountability I will honor my word.

  • I will do what I say when I say I will. o I will “clean it up” when I can’t keep my word.

  • I will honor my work agreement.

  • I will be “on the court” instead of “in the stands.”

  • I will follow up in a timely manner on commitments and requests.

  • I will apologize when someone experiences less than excellent service. o I will take responsibility for my actions, decisions and performance.

  • I will protect patient safety (best practices: ex – hand hygiene).

Respect I will assume the best of intentions and embrace differences.

  • I will collaborate and seek other people’s input.

  • I will demonstrate courtesy, compassion, and respect with my tone of voice and body language.

  • I will speak positively about Cone Health – managing up coworkers, physicians, departments, patients and visitors.

  • I will ask the person directly involved when I don’t know.

  • I will include diverse skills, abilities, strengths, and backgrounds to create better outcomes.

  • I will care for myself while also respecting others.

Empowerment I will own it, solve it, and celebrate it!

  • I will offer solutions when problems are identified.

  • I will share my input for decisions by participating in forums such as shared governance, town halls, employee engagement survey, brown bag discussions, employee councils, staff meetings, or directly with my manager.

  • I will take charge and do the right thing at the right time.

  • I will make decisions keeping a balance of service, quality, and cost in mind.

  • I will demonstrate Cone Health values.

  • I will seek opportunities to celebrate and have fun.

  • I will recognize good work.

I have seen and reviewed the job description in its completed form and understand that I will be required to perform all functions listed if hired for this position. I recognize that, if hired, it is my responsibility to notify my manager as soon as possible if I am unable to perform any of the functions of my position for any reason. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

Exceptional People Providing Exceptional Care!

Cone Health is a state of the art network of facilities providing patients access to the latest developments in medical care from their first moments of life through later years. Our network offers the most breakthrough treatments and technology available in healthcare today. As a teaching hospital, we offer employees the opportunity to become leaders in the industry and continued growth from their first day on.

Extraordinary patient care is about being “high-touch” as well as “high-tech”. Community service and superior patient care are the cornerstones of our organization, a philosophy that is demonstrated by each and every one of our valued team members. We are proud to be the largest private, not-for-profit employer of choice in the Piedmont, NC area community!

Cone Health is an equal opportunity employer. If you require assistance with our online job submission process, please contact our Talent Acquisition team at 866-266-3767 to request an accommodation. Additionally, Cone Health invites interested deaf and hard of hearing applicants to use Video Relay Service (VRS).

Requisition Number: c11115

Position Title: Senior Patient Experience Manager

Department: 50778-SW-Office of Patient Experienc

Job Interest Category: Professional/Management

Job Interest (specific): Professional/Management

Campus/Location: Other Campus/Loc

City: Greensboro

Work Schedule: 8 hour days Monday - Friday

Specific Work Schedule Detail: Monday - Friday

Hours per week: 40