Vice President Patient Experience

About the Role

This role provides enterprise-wide strategic leadership for the health system’s patient, family, and consumer experience agenda. The Vice President serves as the system leader responsible for establishing and advancing a comprehensive patient experience strategy that promotes patient-centered care, service excellence, compassionate culture, and measurable improvements in patient perceptions of care across all settings. The VP partners with executive leadership, physicians, operational leaders, and clinical teams to align patient experience priorities with organizational goals, quality outcomes, workforce engagement, and growth strategies.

Responsibilities

• Ensures quality of care and patient satisfaction measured by division performance reviews, accreditation and regulatory compliance, and patient advocacy scores.
• Builds an engaged workforce through leadership, talent development, and collaborative employee relationships.
• Oversees research, education, and training to support cutting-edge patient care and services.
• Ensures operational profitability with sound financial performance.
• Develops and achieves long-term strategic business plans through effective relationship building, communication, planning, and fundraising.
• Oversees the physical and technological infrastructure and develops organizational structures, programs, and processes.
• Adapts behavior to the specific patient population, including but not limited to: respect for privacy, method of introduction to the patient, adapting explanation of services or procedures to be performed, requesting permissions, and communication style.
• Performs other related duties as required.
• Remains knowledgeable on current federal, state, and local laws, accreditation standards, or regulatory agency requirements that apply to the assigned area of responsibility and ensures compliance.

Requirements

• Bachelor’s degree in Healthcare, Business Administration, or related field (required).
• Master’s degree in Healthcare, Business Administration, or related field (preferred).
• 10 years’ experience in leadership in a healthcare setting (required).
• Prior leadership experience with direct and matrix reports across multiple facilities (preferred).

Qualifications

• Certified Patient Experience Professional (CPEP) (preferred).
• Project Management Professional Certification (PMP) (preferred).
• Lean Six Sigma Black Belt (LSSBB) (preferred).

Skills

• Proficiency in using computers, software, and web-based applications.
• Effective verbal and written communication skills and ability to present information clearly and professionally.
• Advanced knowledge of performance improvement principles and methodology.
• Strong conflict resolution skills and ability to demonstrate good judgment.
• Strong organizational skills, self-directed, and ability to set priorities and perform duties calmly and efficiently under pressure.
• Strong interpersonal and leadership skills and ability to lead through influence.

Physical and Environmental Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Sedentary Work - Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods.
• Normal routine involves no exposure to blood, body fluid, or tissue, and incumbents are not called upon to perform or assist in emergency care or first aid.
• No occupational risk for exposure to communicable diseases.
• Potential occupational risk for exposure to hazardous medications or hazardous waste within the environment through receipt, transport, storage, preparation, dispensing, administration, cleaning, and/or disposal of contaminated waste. The risk level may increase depending on essential job duties.