Director, Patient Experience

Augusta Health

5d

About The Position

The Director of Patient Experience provides strategic and operations leadership to advance a culture of exceptional, compassionate, and patient-centered care across Augusta Health. This role oversees the design, implementation, and evaluation of system-wide patient experience initiatives, ensuring alignment with organizational goals, regulatory requirements, and evidence-based best practices. The Director leads the Patient Relations and Grievance Program, ensuring compliance with CMS Conditions of Participation and DNV standards. The role also provides operational oversight for Switchboard/Communications Center, and Gift Shop/Retail operations - ensuring these departments deliver timely, safe, and service-oriented support that enhances the overall patient and family experience.

Requirements

• Bachelor’s degree in healthcare administration, Nursing, Business, or related field.
• Minimum of three years of progressive leadership experience in healthcare.
• Knowledge of regulatory processes, CMS conditions of Participation and DNV standards related to patient rights and grievances.
• Exceptional people skills and excellent communications skills.
• Ability to work and relate with employees at all levels, to inspire and lead in cultural change.
• Experience managing operational departments or support services.
• Ability to meet deadlines.
• Ability to maintain patient confidentiality.
• Ability to develop and assist team members & providers in the implementation of patient experience activities.
• Ability to interpret patient experience databases (CAHPS) and produce departmental and organizational appropriate reports.
• Must be computer literate and proficient in Microsoft Office systems.
• Strategic thinking
• Operational excellence
• Data analysis and interpretation
• Change management.
• Conflict resolution and mediation
• Strong analytical skills and emotional intelligence
• Communication and presentation skills
• Team development and coaching
• Innovative

Nice To Haves

• Master's degree (MHA, MBA, MSN, or related).
• CPXP, Lean, Six Sigma, or similar process improvement training.
• Clinical experience, experience with Press Ganey, NRC, or other similar vendors.

Responsibilities

• Oversees the design, implementation, and evaluation of system-wide patient experience initiatives.
• Leads the Patient Relations and Grievance Program, ensuring compliance with CMS Conditions of Participation and DNV standards.
• Provides operational oversight for Switchboard/Communications Center, and Gift Shop/Retail operations.
• Ensures departments deliver timely, safe, and service-oriented support that enhances the overall patient and family experience.

Benefits

• Healthcare Benefits
• Generous paid time off
• Retirement savings helping you to plan for your future
• Free onsite parking
• 24/7 armed security to ensure your safety
• Tuition reimbursement
• Onsite child care
• Augusta Health Fitness Reimbursement Program
• Onsite credit union
• Employee discounts including the cafeteria, gift shop, pharmacy, and movie tickets

What This Job Offers

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