Director Patient Experience

CommonSpirit Health • Houston, TX

21h

About The Position

The Director Patient Experience strategically leads initiatives to cultivate an exceptional, compassionate patient journey across healthcare touchpoints and build a patient-centered culture. The role aims to enhance satisfaction and loyalty through empathy, communication, and responsiveness. It analyzes patient feedback, identifies opportunities for improvement, and develops programs and training to improve patient and family interactions in collaboration with clinical and administrative teams. The director manages patient advocacy, interprets experience data, and drives system-wide cultural transformation to improve patient experience outcomes.

The director promotes and models service excellence, plans and coordinates service excellence programs, and collaborates with external experts to implement evidence-based tools and processes across acute care hospitals. The role guides service excellence data collection, tracking, distribution, and communication; promotes a service ethic and changes established behaviors; and aligns management practices and operational processes with patient needs. It establishes service standards and prescriptive language, hardwires practices that support consistent service, and researches, reviews, and implements service excellence best practices.

Requirements

• Bachelor’s degree in a related discipline.
• Minimum of seven years’ experience in the discipline.
• Five years of leadership experience.
• Exceptional leadership and change management skills.
• Deep understanding of patient-centered care and healthcare operations.
• Excellent communication skills for inspiring cultural change.

Responsibilities

• Promote and model service excellence principles.
• Plan and coordinate service excellence programs, collaborating with external experts to implement evidence-based tools and processes throughout acute care hospitals.
• Provide guidance on service excellence data collection, tracking, distribution, and communication.
• Promote a service ethic and change long-standing behaviors among frontline workers and management.
• Align management and employee behavior and operational processes with patient needs.
• Establish service standards and prescriptive language and embed practices that ensure consistent exceptional service.
• Research, review, and implement service excellence best practices.
• Analyze patient feedback, identify improvement areas, and develop programs and training to improve patient and family interactions.
• Manage patient advocacy, interpret experience data, and drive system-wide cultural transformation.

What This Job Offers

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