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. This role drives strategies to improve patient satisfaction, engagement, and outcomes while ensuring alignment with organizational goals, regulatory standards, and service excellence initiatives.

Responsibilities

• Patient Experience Strategy
• 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
• Leadership & Collaboration
• 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
• Performance Management
• 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)
• Staff Development & Training
• 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
• Operational Excellence
• 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

• Full-time and part-time positions are offered the following benefits: Retirement Plan, Associate Shopping Program, Health and Wellness Programs, Discount Marketplace, Identify Theft Protection, Pet Insurance, and other voluntary benefits including Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program
• Full-time positions also offer the following benefits to associates: Medical, Dental, Vision, Life Insurance/AD, Disability Insurance, Commuter Benefits, Employee Assistance Program, Flexible Spending Accounts (FSAs)

COMPASS GROUP EQUAL OPPORTUNITY EMPLOYER

Morrison Healthcare is a member of Compass Group. Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.