Patient Experience Program Manager
Company: Brooks Rehabilitation
Location: Jacksonville
Posted on: February 9, 2026
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Job Description:
The Patient Experience Manager is a mission-critical leader at
Brooks, ensuring every patient receives compassionate,
human-centered care. This role champions patient and caregiver
voices, leads and inspires a team of Patient Experience Specialists
and translates feedback, including complaints, into system-wide
improvements. The Manager drives effective service recovery and
de-escalation, working through strong cross-functional partnerships
with clinical, operational and administrative leaders to create
experiences where everyone feels respected, supported and
empowered. What You’ll Do Lead, coach and develop a team of Patient
Experience Specialists, providing clear direction, feedback and
performance support. Monitor and analyze patient satisfaction data,
identifying trends, risks and opportunities for improvement. Act as
a hands-on partner and specialist for a defined area of the system,
building trusted relationships with leaders and frontline teams to
help achieve patient experience goals through training, guidance
and on-the-ground support. Serve as a subject matter expert in
patient experience, advising leaders on best practices, improvement
strategies and organizational impact. Collaborate across clinical,
operational, quality, safety and support functions to drive
sustainable, system-wide experience improvements. Provide regular
reporting and insights to leadership, facilitating shared
understanding and alignment across teams. Maintain ownership of a
defined client group while supporting system priorities. Translate
feedback into strategic recommendations and action plans for
leaders and executive stakeholders. Oversee service recovery and
patient complaint processes, ensuring timely resolution,
de-escalation of concerns and system-level learning; coach staff on
de-escalation techniques and effective communication to maintain
compassionate, patient-centered care. Develop and maintain
system-wide patient experience standards, guidelines and
improvement frameworks. Lead or support process improvement and
change management initiatives, aligning diverse stakeholders around
shared goals and outcomes. What We’re Looking For Bachelor’s degree
required (or equivalent experience). Minimum of 5 years of
progressive experience in patient experience, healthcare or a
related field. Demonstrated experience leading teams and
influencing outcomes through collaboration in matrixed
environments. Strong analytical, communication and presentation
skills. Experience translating data into actionable insights and
recommendations for leadership. Proficiency in Microsoft Office and
data/reporting tools. Certified Patient Experience Professional
(CPXP) preferred. Why You’ll Love Working Here This is more than a
management role. It’s an opportunity to shape experiences that
touch every part of Brooks. You’ll impact patient outcomes,
strengthen our culture and empower employees to deliver their best
every day. If you are passionate about creating human-centered
experiences, driving system-wide improvements and making a tangible
difference in people’s lives, this is your chance to lead with
purpose. Location: 6766 Corporate Center Parkway, Jacksonville FL,
32216 Hours: Monday – Friday, 8 a.m. – 5 p.m. (occasional
nights/weekends to support overnight care settings)
Keywords: Brooks Rehabilitation, Ocala , Patient Experience Program Manager, Healthcare , Jacksonville, Florida
