Sr Director - Patient Experience & Advocacy

Responsible for

Responsible for the development, execution, and continuous advancement of a system-wide patient experience and advocacy strategy across the continuum of care.

Leads efforts to create one consistent, high-reliability experience standard that supports the patient's physical comfort, emotional well-being, education, spiritual needs, and responsiveness of care.

Drives measurable improvements in patient experience outcomes by integrating experience into clinical operations, clinical governance, and frontline care delivery.

Partners closely with physicians, nursing, and operational leaders to embed experience as a core quality domain, aligning with system priorities and values.

Qualifications

• Required - Master's Degree Nursing
• PREFERRED - Master's Degree Business Administration
• PREFERRED - Master's Degree Healthcare Administration
• PREFERRED - Master's Degree Public Health
• PREFERRED - Clinical degree (RN, MD, or equivalent)

Experience

• Minimum 5–7 years of progressive leadership experience in patient experience, service excellence, or healthcare operations;
• Demonstrated success leading system-level experience transformation initiatives;
• Experience working with patient feedback systems (e.g., HCAHPS, Press Ganey, real-time feedback tools);
• PREFERRED - Experience in high reliability organizations and culture transformation;

Skills and Abilities

• Deep expertise in patient safety science, human factors, and high reliability principles;
• Demonstrated ability to lead enterprise-wide change and culture transformation;
• Strong analytical capability in safety data interpretation and performance improvement;
• Able to influence physician, nursing, and executive leadership without direct authority;
• Excellent communication and presentation skills (Board, ELT, and frontline engagement);
• Strong program management, facilitation, and team leadership capabilities;
• Knowledge of regulatory and accreditation requirements (DNV, CMS, or equivalents);

Supervision Provided

• Directly manages system-level patient experience and advocacy team;
• Provides matrix leadership to facility-based experience leaders;
• Oversees coordination across clinical, operational, and support departments;

Physical Demands

• The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
• Must have good balance and coordination.
• The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently.
• The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
• The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative work.