Manager, Patient Engagement & Satisfaction

Manager, Patient Engagement & Satisfaction Mary Bird Perkins Cancer Center - 3.9 Baton Rouge, LA Job Details Full-time 1 day ago Qualifications Customer satisfaction tracking Quality performance measurement Bachelor's degree Benchmarking Full Job Description Mary Bird Perkins Cancer Center is Louisiana's leading cancer care organization, caring for more patients each year than any other facility in the region. And with strategic hospital and physician partnerships, we are delivering on our mission to improve survivorship and lessen the burden of cancer. Mary Bird Perkins and its partners work together to provide state-of-the-art treatments and unparalleled collaborative, comprehensive cancer services. This culture of innovation helps attract the best cancer minds in the country, from expert physicians and highly specialized scientists to forward-thinking leaders in supportive care and other disciplines. Together, with our hospital and physician partners, we are one-hundred percent focused on cancer care. Why Join Us? We are looking for talented and highly-motivated individuals who demonstrate a natural desire to support the meaningful work of community oncologists and the patients we serve.

Job Description:

SCOPE:

The Manager, Patient Engagement & Satisfaction supports the advancement of a patient- and family-centered experience across Mary Bird Perkins Cancer Center (MBPCC). This role focuses on operational leadership and performance improvement in key patient experience domains, including Navigating Care, patient satisfaction measurement, service recovery, and grant-supported partnership initiatives. Reporting to the Director, Patient Experience, the Manager collaborates closely with clinical, operational, and administrative leaders to ensure consistent, high-quality patient experiences across all MBPCC locations. The role supports alignment with the organization's mission, quality goals, accreditation standards, and strategic priorities while fostering a culture of empathy, compassion, and service excellence.

ESSENTIAL FUNCTIONS

1. Navigating Care & Access Optimization 2. Grant & Partnership Support 3. Patient Satisfaction & Experience Measurement 4. Service Recovery & Complaint Management 5. Other Duties As Assigned

QUALIFICATIONS

Bachelor's degree in healthcare administration, public health, or related field (required) Master's degree (MHA, MBA, MPH, MS, or related) (preferred) Minimum of 5-7 years of progressive experience in patient experience, healthcare operations, service excellence, or performance improvement Experience in oncology, complex specialty care, or integrated health systems (preferred)

SPECIALIZED KNOWLEDGE

Patient satisfaction measurement tools and benchmarking methodologies Service recovery and complaint resolution frameworks Care navigation and access optimization models Healthcare quality improvement principles Familiarity with grant-funded programs and public or state partnerships Ability and willingness to travel across MBPCC network locations on occasion Ability and willingness to work occasional evenings and weekends