Associate Director, Patient Experience

The Ohio State University

2d • Onsite

About The Position

The Ohio State University Wexner Medical Center is committed to providing high-quality, safe care supported by an exceptional experience for patients, families, and visitors. Reporting to the M4 Director, Patient Experience, the Associate Director provides operational and administrative leadership for Patient Representative Services, Interpreter Services, Patient and Family Advisory Councils, and related patient and family engagement activities.

The Associate Director translates the patient experience strategy into operational plans, standards, staffing models, policies, performance measures, and sustainable improvement across assigned functions. The role leads managers and professional staff; collaborates with clinical, physician, nursing, operational, and administrative leaders; and ensures patient and family feedback informs care delivery, communication, access, and organizational improvement. The Associate Director is accountable for consistent service delivery, equitable communication, workforce development, and measurable patient experience outcomes within the assigned portfolio.

Requirements

• Bachelor’s degree in Healthcare Administration, Business Administration, Public Administration, Hospitality Management, Organizational Leadership, Communications, or a related field.
• 6 years of progressively responsible leadership experience in patient experience, healthcare operations, service excellence, hospitality, patient engagement, or a related field.
• 4 years of direct people-management experience, including responsibility for employee performance and operational outcomes.

Responsibilities

• Provide operational and administrative leadership for Patient Representative Services, Interpreter Services, Patient and Family Advisory Councils, and related patient and family engagement activities.
• Translate patient experience strategy into operational plans, standards, staffing models, policies, and performance measures.
• Lead sustainable improvement across assigned functions.
• Lead managers and professional staff.
• Collaborate with clinical, physician, nursing, operational, and administrative leaders.
• Ensure patient and family feedback informs care delivery, communication, access, and organizational improvement.
• Ensure consistent service delivery, equitable communication, workforce development, and measurable patient experience outcomes within the assigned portfolio.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager