Patient Experience & Engagement Manager

About Hospitality Health ER

Hospitality Health ER is a freestanding ER in Galveston, TX that overlooks the beautiful seawall. We pride ourselves on providing exceptional hospitality and customer service to everyone that enters our facility, going above and beyond the call of duty. We encourage a strong team environment, where our staff will step up to the plate during the busiest of times and lend a hand in whatever direction is needed.

If you are looking to make a change in your career and be part of an exciting team, with endless possibilities for career growth, apply today! We are looking to fill positions immediately!

Overview

We are seeking a capable, grounded Patient Experience & Engagement Manager to support the day-to-day experience, engagement, and on-site execution at a fast-paced healthcare facility.

This role is ideal for someone who takes pride in creating thoughtful experiences, notices the details others miss, and approaches customer service as second nature.. The right candidate understands that how things look, feel, and function matters, and approaches their work with intention, care, and accountability.

This is a hands-on, floor-forward role for someone who thrives in real-time environments, takes ownership of outcomes, and understands that details matter. The role partners closely with facility leadership to support patient experience, staff engagement, internal events, and experiential initiatives that shape how the facility functions and feels.

This is not a desk-only position. The right candidate enjoys being present, solving problems as they arise, and ensuring that plans are executed fully, not just discussed.

Responsibilities for the Patient Experience & Engagement Manager

Patient & Facility Experience

• Serve as a visible, engaged presence on the floor, approximately 90 percent hands-on and 10 percent administrative
• Support a consistently positive experience for patients, families, staff, and visitors
• Assist with real-time problem solving and on-site decision making

Engagement, Events & Culture

• Coordinate internal events, staff celebrations, and special facility moments
• Support themed initiatives, décor, and engagement efforts in partnership with leadership
• Oversee logistics including vendors, meals, setup, breakdown, and supplies

Project & Vendor Coordination

• Coordinate vendors related to events, services, and experiential initiatives
• Track timelines, deliverables, and follow-through to completion
• Anticipate needs and prevent gaps before they impact the experience

On-Site Decision Support

• Act as a trusted on-site resource for day-to-day decisions related to experience and engagement
• Navigate unexpected situations with professionalism and sound judgment
• Communicate clearly with leadership when alignment or escalation is needed

Experience & Brand Alignment

• Support internal brand awareness through consistency, presentation, and execution
• Partner with leadership on initiatives that reflect professionalism, care, and intention
• Help ensure the facility environment aligns with organizational values and standards

Qualifications

• Prior experience in operations support, project management, hospitality, events, facilities, or service-driven environments
• Strong organizational skills with the ability to manage multiple priorities
• Demonstrated follow-through and accountability
• Comfortable making decisions and working independently in fast-paced settings
• Professional, reliable, and grounded. This role requires maturity and ownership
• Flexible availability for non-traditional hours

Why This Role

This position plays a critical role in shaping how the facility functions day to day, from patient experience to staff engagement to the execution of meaningful moments. It is ideal for someone who enjoys being involved, takes pride in doing things well, and understands that the experience is built through consistent, thoughtful action.

Pay & Benefits

• Pay is commensurate with experience
• 401K with company match
• Company paid benefits

Job description statements are intended to describe the general nature and level of work being performed by employees assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. Hospitality Health ER is an equal opportunity employer inclusive of female, minority, disability and veterans, (M/F/D/V). Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, national origin, citizenship/immigration status, veteran status or any other protected status.