VP Patient Experience

Job Summary

The Vice President of Patient Experience leads the development and execution of a system-wide strategy that elevates patient-centered care and strengthens key experience metrics such as HCAHPS and NRC. They foster a culture of empathy and service excellence by partnering with multidisciplinary leaders, supporting frontline teams, and embedding patient experience principles into staff development. They drive operational improvements through best practice rounding, communication, service recovery, and data-driven decision-making while ensuring regulatory compliance. Additionally, they engage patients and families, promote transparency through strategic communications, and represent the organization across external networks and benchmarking forums.

Qualifications

• Masters required at time of hire. If not held, the degree must be obtained within three years of the hire date.
• Certificate: In Patient Experience (e.g., CPXP) or Lean Six Sigma.
• Experience in nursing leadership or integrated health systems.
• Work Experience: Fifteen (15) Years Work Experience in patient experience or service excellence.
• Management Experience: Ten (10) Years of Management Experience with progressive leadership experience in healthcare.
• Communication Skills: Exceptional verbal (public speaking).
• Knowledge/Skills/Abilities: Analytical abilities, statistical knowledge and abilities.

Work Schedule

Flexible

Other Requirements

• Proven ability to lead cross-functional teams and drive cultural transformation.