Director Patient Care Experience

Arkansas Children's Hospital Northwest•Little Rock, AR

About The Position

The Director of Patient Experience is a system leader responsible for advancing a culture of exceptional experience for patients, families, and staff across Arkansas Children’s in all care settings. This role partners with clinical and operational teams to embed compassion, strong communication, and continuous improvement into every patient interaction, with family-centered care at the core. The Director leads strategies that improve patient satisfaction, trust, and loyalty, ensuring every family feels seen, heard, and valued.

Requirements

High school diploma or general education degree (GED)
11 years with at least 5 years in a leadership role.
Formal education may substitute for work experience on a year-for-year basis (e.g., one year of education = one year of experience).

Nice To Haves

Bachelor's degree in a related field of study.
Certified Patient Experience Professional (CPXP) - The Beryl Institute

Responsibilities

Lead the development and execution of a system-wide Patient Experience strategy aligned with Arkansas Children’s mission and values.
Act as a visible change leader who challenges existing practices and promotes innovation in service delivery.
Collaborate with hospital and clinic leaders to embed patient experience priorities into clinical and operational workflows.
Ensure consistent application of experience standards and best practices across ACH, ACNW, Emergency Departments, and outpatient services.
Drive patient experience improvement initiatives using data-driven improvement methods (e.g., Lean, Plan-Do-Study-Act cycles).
Oversee service recovery processes to ensure timely, compassionate, and accountable responses to patient and family concerns.
Lead the Patient Experience team in managing surveys (e.g., Press Ganey), data analysis, reporting, dashboards, and visualization tools.
Translate experience data into actionable insights by identifying trends, gaps, and opportunities across the care continuum.
Build and lead a high-performing Patient Experience team while coaching leaders and staff on communication and empathy practices.
Partner with cross-functional teams (e.g., Nursing, Medical Staff, Quality, Equity of Care, Chaplaincy, Marketing & Communications) and engage patient and family voices in co-designing care processes and materials.