DIRECTOR OF PATIENT EXPERIENCE

About the role

Lead patient experience strategy and improvement efforts across the organization by developing, implementing, and monitoring action plans that support measurable improvement in patient-centered care, service excellence, communication, responsiveness, and overall patient and family experience. Partner with hospital leaders, department managers, physicians, staff, and system stakeholders to align patient experience priorities with organizational goals, support department-level planning, and promote accountability for progress toward established performance targets.

Support compliance with applicable CMS, Joint Commission, CAHPS, complaint and grievance, and patient experience requirements by collaborating with responsible departments to promote timely identification, review, resolution, documentation, reporting, and follow-up of patient concerns and related improvement opportunities.

Use internal and publicly reported patient experience data to identify trends, recognize low-performing areas, communicate findings to operational leaders, and facilitate education, process improvement, and standard work that supports sustainable results and regulatory readiness.

Provide leadership, coaching, and subject matter expertise for service excellence, patient relations, customer service, volunteer services, and related patient experience initiatives, including support for staffing, team development, performance feedback, and a professional, patient-centered culture.

Requirements

• Bachelor's Degree required in Healthcare Administration, Health Science, or a related field
• Master's Degree preferred
• At least five years of experience in a hospital or healthcare environment
• Minimum of two years in a management or supervisory role
• At least two years of experience managing projects or leading improvement work, preferably related to patient experience, service recovery, patient relations, customer service, or healthcare process improvement
• Ability to work collaboratively with clinical and non-clinical teams
• Ability to support patients and families through concerns or difficult conversations
• Ability to help advance initiatives that improve communication, responsiveness, and the overall care experience

Qualifications

• Strong working knowledge of patient experience standards, CMS and Joint Commission expectations, CAHPS processes, and complaint and grievance resolution
• Ability to organize work effectively, assess current processes, and lead practical improvements in a fast-paced healthcare environment
• Strong communication throughout all levels of the organization
• Presentation, customer service, negotiation, and crisis-management skills
• Ability to collaborate across departments and influence others without direct authority
• Ability to work independently, guide team activities, and provide feedback on performance and outcomes

Supervision

Supervises: None. Supervised By: Vice President of Quality and Patient Safety.

Benefits

• Optimal opportunity for career growth within our growing organization
• Medical / Dental
• Retirement Plan
• PTO and paid life insurance