Director Patient Experience WMCG

Wellstar Health System

About The Position

The Director of Patient Experience provides strategic direction to foster a culture of patient- and family-centered care and ensures deployment of The Wellstar Experience and consumer engagement strategies in support of consumer experience goals. The director guides the evaluation, design, and implementation of patient experience programs throughout the hospital and oversees hospital-wide patient experience and service excellence programs covering inpatient, outpatient, emergency department, ambulatory surgery, and essential services. Serving as a subject matter expert, the director partners with hospital and system leadership, physicians, staff, and other partners to identify opportunities to improve consumer engagement and patient experience. The role leads service excellence councils and committees, oversees data-driven collection and analysis of patient experience trends, communicates initiative progress, and coaches employees in the use of customer service tools and programs. The director also oversees patient relations, complaints and grievances, volunteer services, and service and performance excellence programs; coordinates Grievance Committee activities; and ensures compliance with applicable regulatory requirements. The director manages department operations, budgets, staffing, human resources, and team development. The position works collaboratively across clinical and support teams to improve care delivery, discharge-call quality, and the patient experience, while advancing a strategic vision of service excellence and continuous improvement.

Requirements

Bachelor’s degree in Health Administration, Business Administration/Management, or Health Science; a master’s degree in another related field is preferred.
At least 7 years of progressive experience in healthcare or patient experience.
At least 2 years of direct management experience with individuals or teams.
At least 2 years of experience leading improvement work or significant project management.
CPXP (Certified Patient Experience Professional) certification within 120 days of hire.
Deep knowledge of CMS compliance, CAHPS administration, and patient experience best practices.
Knowledge and experience with CMS and Joint Commission standards for complaint and grievance resolution.
Ability to work collaboratively and effectively in a highly matrixed organization.
Strong organizational skills and experience assessing processes and implementing organizational improvements.
Ability to influence positive, sustainable change in urgent, fast-paced environments, including with people who do not report directly to the role.
Strong customer service, negotiation, crisis management, communication, publication, and presentation skills.
Strong interpersonal skills and ability to work with all levels of healthcare providers, including physicians.
Ability to perform duties promptly and consistently with little direct supervision.
Ability to plan and direct others’ activities and provide performance feedback.

Nice To Haves

Experience with HCAHPS/CAHPS, CMS regulations, and value-based purchasing.
Proven leadership in driving positive change in customer experience, with demonstrated understanding of HCAHPS, CMS relations, and value-based purchasing or related healthcare leadership experience.
Master’s degree in another related field.

Responsibilities

Lead patient experience efforts to achieve system goals and oversee improvement plans for inpatient, emergency, surgery, ambulatory, and essential services.
Ensure compliance with CMS and Joint Commission requirements related to patient experience, complaints, and grievances.
Direct departments in setting patient experience goals and action plans, facilitate progress, and ensure routine reporting.
Collaborate with hospital and system leadership to align priorities and resources and deploy facility-level patient experience programs.
Plan, implement, and support patient experience initiatives; advise operational leaders on publicly reported data and regulatory or process changes.
Use consumer data and insights to analyze, interpret, and communicate internal and publicly reported measures.
Oversee feedback management processes, including identification, reporting, cause analysis, action plans, and effectiveness measures for complaints and grievances.
Consult, facilitate, and provide subject-matter expertise on patient experience and service excellence improvement.
Review performance data, identify low-performing areas, and facilitate education and process improvement.
Develop operating and capital budgets, monitor performance, and resolve variances; achieve identified productivity goals.
Lead hospital-wide cultural transformation centered on patient experience and ensure service across touch points meets patient needs.
Provide campus leadership for service coaching, patient relations, customer service, and volunteer services.
Support operational departmental leadership development and improvement planning; foster a positive professional environment, employee growth, and retention.
Manage team evaluations, payroll, staffing, coaching, and human resources oversight.
Submit reports on patient satisfaction trends and campus-wide efforts, and collaborate with system teams on organizational alignment and initiatives.
Partner with leaders on the quality of discharge calls conducted by team members and the discharge call center.
Perform other assigned duties and comply with Wellstar policies, standards of work, and code of conduct.