DIVISION DIRECTOR, PATIENT EXPERIENCE - WESTERN DIVISION

Job Summary

We are seeking a Division Director of Patient Experience to lead initiatives that enhance the overall patient journey across the organization.

Responsibilities

• Develop and execute patient experience strategies aligned with organizational goals
• Drive improvement in key metrics such as HCAHPS, patient satisfaction, and engagement scores
• Identify trends and implement data-driven initiatives to enhance the patient journey
• Partner with hospital leadership, nursing, and support services to improve patient-centered care
• Lead cross-functional teams to drive service excellence initiatives
• Act as a subject matter expert on patient experience best practices
• Analyze patient feedback data and implement targeted action plans
• Monitor KPIs and provide regular reporting to senior leadership
• Lead performance improvement initiatives across multiple sites (if applicable)
• Develop and deliver training programs focused on service excellence and patient engagement
• Coach leaders and frontline teams on communication and patient interaction
• Foster a culture of accountability and continuous improvement
• Ensure consistent service standards across all facilities
• Support regulatory compliance and accreditation standards (e.g., Joint Commission, CMS)
• Collaborate with Food & Nutrition, Environmental Services, and other departments impacting patient experience

Qualifications

• Education: Bachelor’s degree in Healthcare Administration, Business, Nursing, or related field required; Master’s degree preferred (MHA, MBA, or similar)
• Experience: 5–10+ years of progressive leadership experience in healthcare or service operations; Proven experience improving patient satisfaction and experience metrics; Experience working in multi-site or hospital systems preferred
• Skills & Competencies: Strong leadership and team development skills; Expertise in patient experience metrics (HCAHPS, Press Ganey, etc.); Excellent communication and stakeholder management; Data analysis and performance improvement expertise; Change management and process improvement skills

BENEFITS FOR OUR TEAM MEMBERS

• Retirement Plan
• Associate Shopping Program
• Health and Wellness Programs
• Discount Marketplace
• ID Theft Protection
• Pet Insurance
• Other voluntary benefits including Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program
• Medical, Dental, Vision, Life Insurance/AD, Disability Insurance, Commuter Benefits, Employee Assistance Program, Flexible Spending Accounts (FSAs)