System AVP, Patient Experience

Responsibilities

• Develop and execute the enterprise patient experience strategy and long-term roadmap.
• Establish system-wide patient experience goals, standards, and performance expectations aligned with organizational priorities.
• Lead the development of governance structures that promote accountability and performance improvement across all care settings.
• Serve as the organizational subject matter expert on patient-centered care, patient experience, and service excellence.
• Lead initiatives to improve patient experience outcomes across inpatient, ambulatory, procedural, emergency, and virtual care environments.
• Partner with hospital, ambulatory, and physician leaders to identify performance gaps and implement sustainable improvement strategies.
• Develop and deploy evidence-based best practices, toolkits, and improvement methodologies across the health system.
• Oversee patient experience measurement, benchmarking, reporting, and performance monitoring.
• Leverage patient feedback, survey data, complaints, grievances, compliments, and other voice-of-customer insights to drive improvement.
• Create executive-level dashboards and reporting processes that support accountability and informed decision-making.
• Monitor enterprise patient experience metrics and provide strategic recommendations to senior leadership.
• Lead initiatives that elevate the voice of patients and families in organizational planning and decision-making.
• Collaborate with Patient Relations, Patient Advocacy, and Patient and Family Advisory Councils to strengthen engagement and partnership.
• Promote effective communication, shared decision-making, care coordination, and patient trust.
• Advance initiatives that improve access, navigation, understanding of care, and removal of barriers to care.
• Foster a culture of service excellence, compassion, respect, and patient-centered care throughout the organization.
• Develop education, leadership development, and recognition programs that reinforce service excellence behaviors.
• Promote the connection between employee engagement and patient experience.
• Lead a system-wide network of patient experience leaders and champions.
• Collaborate with leaders in Quality, Safety, Nursing, Medical Affairs, Population Health, Access, Digital Health, and Operations to advance enterprise priorities.
• Represent UF Health in regional and national patient experience organizations and collaboratives.
• Provide regular updates, performance reports, and strategic recommendations to executive leadership and governance committees.

Qualifications

• Education: Master’s degree in healthcare administration, Business Administration, Nursing, Public Health, Organizational Leadership, or a related field required.
• Experience: Minimum of eight (8) years of progressively responsible leadership experience in patient experience, healthcare operations, quality improvement, nursing leadership, physician practice operations, or a related healthcare field. Minimum of five (5) years of leadership experience within a complex health system, academic medical center, integrated delivery network, or comparable healthcare organization. Demonstrated success leading enterprise-wide improvement initiatives with measurable patient experience outcomes. Experience utilizing patient experience analytics, survey methodologies, performance measurement, and improvement science.
• Preferred Qualifications: Experience leading patient experience programs across both inpatient and ambulatory care settings. Experience with Press Ganey, Qualtrics, HCAHPS, CG-CAHPS, NRC Health, or similar patient experience platforms. Experience working within an academic health system or large multi-hospital integrated delivery network.