Patient Experience Manager Resume Example & Writing Guide

Use this Patient Experience Manager resume example and guide to improve your career and write a powerful resume that will separate you from the competition.

Patient experience managers are responsible for ensuring that patients have positive experiences when they visit your hospital, clinic, or other healthcare organization. They’re also responsible for ensuring that patients are treated with respect and compassion throughout their stay.

If you’re passionate about healthcare and enjoy working with people, then this role might be a great fit for you. Here are some tips and an example resume to help you write a compelling patient experience manager resume that hiring managers will love.

Jennifer Thomas
Houston, TX | (123) 456-7891 | [email protected]

Patient-centric healthcare professional with over 10 years of experience in customer service and patient experience. Proven ability to develop and implement patient-centered initiatives that improve the overall patient experience and drive customer loyalty.

University of Houston Jun '10
B.S. in Hospitality Management
Company A, Patient Experience Manager Jan '17 – Current
  • Managed the Patient Experience team to improve patient experience and satisfaction scores by implementing a new feedback system, increasing staff engagement in improving care delivery, and reducing wait times for patients with urgent needs.
  • Developed an innovative approach to triage calls from patients seeking medical advice over the phone that resulted in a 50% reduction of call volume within 3 months.
  • Led efforts to increase awareness of our online scheduling tool among physicians resulting in increased usage from 5% to 80%.
  • Implemented a program designed to educate providers on how they can better engage with their patients which led to improved communication skills among doctors and nurses as well as reduced no-shows by 20%.
  • Created a comprehensive training curriculum for all front line staff focused on delivering exceptional customer service which was recognized by the hospital administration as best practice worthy of replication across other departments.
Company B, Patient Experience Manager Jan '12 – Dec '16
  • Spearheaded the implementation of a patient satisfaction survey that was distributed to all patients at their exit interview
  • Conducted quarterly meetings with department heads to discuss trends in patient feedback and how they could be addressed
  • Managed an annual budget of $50,000 for initiatives designed to improve customer service and overall experience
  • Collaborated with marketing team on campaigns designed to increase brand awareness among target markets
  • Achieved 95% customer satisfaction rating (CPR) through consistent communication and engagement activities
Company C, Patient Advocate Jan '09 – Dec '11
  • Acted as a liaison between patients and their families and the healthcare team to ensure that patients’ needs and concerns were addressed in a timely manner.
  • Educated patients and families about the healthcare system, available resources, and their rights and responsibilities.
  • Assisted patients and families in navigating the healthcare system and accessing services.
  • Certified Patient Experience Professional
  • Certified Customer Experience Professional
  • Certified Service Excellence Professional

Industry Knowledge: HIPAA, Clinical, EMR, HRA, CRC, Compliance, Coding, Billing, CCR
Technical Skills: Cerner, McKesson, EPIC, Allscripts, Meditech, Microsoft Office Suite
Soft Skills: Communication, Teamwork, Writing, Critical Thinking, Problem Solving, Time Management, Leadership

How to Write a Patient Experience Manager Resume

Here’s how to write a resume of your own.

Write Compelling Bullet Points

When you’re writing bullet points, it can be tempting to focus on the responsibilities of your job. But that’s not enough to make a strong impression. Instead, you should focus on the results of your work.

For example, rather than saying you “managed patient satisfaction surveys,” you could say that you “reduced patient wait time by 15% through implementation of new scheduling software, resulting in an increase in patient satisfaction scores from 87% to 92%.”

The second bullet point paints a much clearer picture of what you did and the results of your work. And it provides a quantifiable result (15% reduction in wait time).

Identify and Include Relevant Keywords

When you submit your resume for a patient experience manager role, it’s likely that it will be scanned by an applicant tracking system (ATS) for certain keywords. ATS programs search resumes for terms like “patient care” or “customer service” to determine whether an applicant has the skills and experience necessary for the job. If your resume doesn’t include enough relevant keywords, the ATS might filter out your application.

To increase your chances of landing an interview, use this list of common patient experience manager keywords as a starting point:

  • Patient Safety
  • Patient Satisfaction
  • Patient Education
  • Healthcare Management
  • Nursing
  • Hospitals
  • Healthcare
  • Healthcare Information Technology (HIT)
  • Electronic Medical Record (EMR)
  • Patient Engagement
  • Patient Advocacy
  • U.S. Health Insurance Portability and Accountability Act (HIPAA)
  • Quality Improvement
  • Inpatient Care
  • Informatics
  • Public Health
  • Management
  • Patient Registration
  • Medication Administration
  • Acute Care
  • Surgery
  • Customer Service
  • Data Analysis
  • Teaching
  • Interpersonal Skills
  • Microsoft Access
  • Strategic Planning
  • Team Leadership
  • Research
  • Operating Room

Showcase Your Technical Skills

As a patient experience manager, you will be responsible for ensuring that patients have a positive experience while they are under your care. This will require you to be proficient in a number of software programs and systems, such as customer service software, appointment scheduling software, and electronic health records (EHR) software. Additionally, you will need to be able to use these programs and systems to effectively communicate with other members of the healthcare team, such as doctors and nurses.


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