Director, Patient Experience
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.
- 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
- Oversee the design, implementation, and evaluation of system-wide patient experience initiatives.
- Lead the Patient Relations and Grievance Program, ensuring compliance with CMS Conditions of Participation and DNV standards.
- Provide operational oversight for Switchboard/Communications Center, and Gift Shop/Retail operations.
- Develop and assist team members & providers in the implementation of patient experience activities.
- Interpret patient experience databases (CAHPS) and produce departmental and organizational appropriate reports.
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
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What This Job Offers
Job Type
Full-time
Career Level
Director
