Director of Patient Experience

Patient & Family Engagement

• Collaborates with leadership, patients, and families to develop and deploy a robust Patient and Family Advisor Program.
• Engages patients and families through:
• Focus groups
• Experience shadowing projects
• Advisory councils
• Defines the optimal patient experience and identifies required system and behavioral changes.
• Instills a culture of service excellence, hospitality, ownership, and accountability across the organization.

Alignment with Organizational Initiatives

• Ensures integration of patient experience strategies with:
• Employee/caregiver engagement
• Resilience initiatives
• Diversity and inclusion efforts
• Reviews quality and service issues and provides guidance for improvement initiatives and experience-based process redesign.

Regulatory & Reporting

• Assists in developing reports submitted to regulatory and accrediting agencies (e.g., Department of Health, Joint Commission).
• Engages with the Quality and Safety division and related committees across Brown University Health.

Resource & Operational Leadership

• Directs effective utilization of resources (people, financial, materials, equipment).
• Establishes departmental priorities aligned with organizational strategies.
• Provides leadership to site and system improvement teams using established performance improvement methodologies.

Data, Analysis & Performance Improvement

• Manages clinical and patient experience data needs.
• Leads teams toward development and execution of successful improvement initiatives.
• Maintains overall performance metrics and communicates results to internal and external stakeholders.
• Responsible for achieving improved performance in all patient experience areas.

Subject Matter Expertise

• Provides strategic and tactical guidance to leadership, staff, and physicians on service excellence and patient experience improvement.
• Advises leaders on evidence-based strategies to engage frontline staff and providers.

Survey Strategy & Deployment

• Partners with the VP of Quality and Safety to determine need for system-wide, affiliate, or department-specific surveys (patient, provider, or employee engagement).
• Develops, implements, and evaluates survey programs and analyses.

Strategic Planning

• Participates with senior leaders in establishing short- and long-range goals for patient and family experience.
• Aligns performance improvement initiatives with organizational priorities.
• Supports development of behavioral expectations, standards, standard work, and education related to patient experience.

Data Analysis & Action Planning

• Analyzes affiliate and system-wide survey findings and collaborates with leaders on action plans.
• Integrates service excellence with organizational competencies and key priorities.
• Prepares results summaries for the Board of Directors and affiliate Boards.

Presentation & Education

• Creates presentations, high-quality reports, and executive summaries.
• Educates leaders and staff on interpreting results and implementing improvements.

Patient & Guest Services Leadership

• Ensures effective operation of the Rhode Island Hospital Patient and Guest Services Office.
• Ensures compliance with regulatory expectations for patient grievances and complaints.

Financial Management

• Prepares and obtains approval for budgets aligned with goals.
• Manages expenditures within agreed-upon limits.
• Oversees vendor fee management related to patient experience measurement services.

Lean Six Sigma & Improvement Methods

• Ensures successful implementation of Lean Six Sigma tools across the system.
• Develops strategies to promote adoption of Lean Six Sigma principles.

Communication & Collaboration

• Supports dissemination of information for hospital- and system-wide improvement efforts.
• Collaborates with executives and departments across Brown University Health to address improvement opportunities.
• Facilitates and coaches improvement teams and supports implementation of tactics aligned with organizational priorities.

Other Duties

• Performs other duties as assigned.