Director of Patient and Family Experience

About the role

The Director of Patient & Family Experience provides leadership, facilitation, and coordination of all Patient and Family Experience initiatives within GBMC Hospital. Reporting to the Sr. Vice President of Patient Services/CNO, this role drives a culture of service excellence by translating organizational values into measurable behavioral standards and actionable improvement programs.

Responsibilities

• Translate organizational values into measurable behavioral standards and actionable improvement programs
• Partner with clinical, operational, and administrative leaders to achieve exceptional outcomes for patients, families, and staff
• Develop annual strategic business plans, oversee data analytics, design evidence-based training and coaching programs, lead performance improvement initiatives, and champion a just culture that elevates patient safety, employee engagement, and fiscal performance

Requirements

• Master’s degree in Nursing, Health Administration (MHA), Business Administration (MBA), or related field preferred
• Bachelor’s degree in Nursing preferred, with a commitment to attain a Master’s degree within five (5) years of hire
• Licensures/Certifications: RN License preferred (Certification in specialty preferred within 18 months of starting position)
• Minimum five (5) years of progressive leadership experience in a healthcare or highly regulated industry, with direct accountability for patient experience, service excellence, or quality improvement
• Demonstrated track record of driving measurable improvement in HCAHPS and Press Ganey scores, ideally at or above the 75th percentile
• Proven experience with change management, performance improvement methodologies (e.g., Lean/Six Sigma, PDSA), and root cause analysis
• Experience developing and managing annual strategic business plans and departmental budgets
• Experience providing service recovery consultation, education, and training to diverse clinical and non-clinical audiences
• Experience with incident investigation and collaboration with quality, risk, and regulatory teams
• Knowledge of CMS, TJC regulatory requirements, patient rights, and protected health information standards
• Knowledge of the Maryland Quality Based Reimbursement program
• Knowledge of designing and facilitating leadership and staff development programs
• Deep Knowledge of HCAHPS, Press Ganey, and other patient satisfaction survey tools and vendor management
• Proficiency in data analysis: ability to interpret complex patient experience data sets, identify trends, and translate findings into compelling narratives and actionable improvement plans
• Strong coaching, mentoring, facilitation, and presentation skills; able to deliver impactful training at all organizational levels
• Exceptional interpersonal and written communication skills with a polished, professional presence
• Skilled in project management, conflict resolution, change management, and multi-disciplinary group dynamics
• High-degree of personal accountability; models exemplary customer service behaviors and holds others to the same standard
• Knowledge of performance and systems improvement, patient safety, and reliability science
• Proficiency in Microsoft Office Suite; familiarity with data visualization tools preferred
• Emotional Intelligence and the ability to remain composed and effective under pressure
• Ability to identify, design, and implement innovative processes to continually improve patient care and service

Qualifications

• Education: Master’s degree in Nursing, Health Administration (MHA), Business Administration (MBA), or related field preferred
• Experience: Minimum five (5) years of progressive leadership experience in a healthcare or highly regulated industry, with direct accountability for patient experience, service excellence, or quality improvement

Skills

• Leadership
• Facilitation
• Coordination
• Service Excellence
• Quality Improvement
• Data Analysis
• Training and Coaching
• Performance Improvement Methodologies
• Change Management
• Project Management
• Conflict Resolution
• Multi-Disciplinary Group Dynamics
• Customer Service
• Emotional Intelligence
• Innovation
• Performance and Systems Improvement
• Patient Safety
• Reliability Science

Benefits

GBMC HealthCare offers a comprehensive benefits package including medical, dental, vision, retirement savings plan, paid time off, and more.

Pay

$102,875.17 - $185,175.30 Final salary offer will be based on the candidate's qualifications, education, experience and alignment with our organizational needs.