Director-Patient Experience
About The Position
Based on‑site at Eau Claire, WI or Mankato, MN (with enterprise collaboration across other MCHS sites), the Director of Patient Experience leads program execution for community and rural medicine settings across 16 hospitals and 40 clinics. This position provides strategic vision for advancing patient‑experience innovation, including leveraging digital tools and technology adoption to enhance engagement, streamline processes, and improve outcomes across multiple service lines. The Director champions modernization initiatives that integrate digital platforms into patient‑experience strategies while maintaining a relationship‑centered culture. The Patient Experience Director shares responsibility for developing vision, strategy and capabilities to deliver outstanding patient experiences across systems and service lines in a matrix work environment. This includes improving experience and outcomes of the Patient Experience program, enhancing the relationship-centered culture, driving change management and assuming high level oversight for the Patient Experience infrastructure. Assumes oversight of multiple work units, management of resources as it pertains to executing the Patient Experience operational plan within assigned functional areas: service consultation and improvement; service recovery and complaint management; recognition and reward ; service values and behaviors; accountability; metrics and measurement; monitoring and control; and education and training. The Director of Patient Experience is also responsible for overall direction and engagement of Patient Experience Managers and ensures mobilization of staff at multiple organizational levels to implement and continuously improve experiences of patients and families at Mayo Clinic. The director serves as a co-chair for the site Patient Experience Subcommittee, and as a member of the Enterprise Patient Experience Subcommittee. Champion or lead large scale service educational and improvement activities, experience design, research and/or other projects as assigned. For Provider Relations and international program, develops products and services and provides Patient Experience consultation expertise to clients.
Responsibilities
- Leads program execution for community and rural medicine settings across 16 hospitals and 40 clinics.
- Provides strategic vision for advancing patient‑experience innovation, including leveraging digital tools and technology adoption to enhance engagement, streamline processes, and improve outcomes across multiple service lines.
- Champions modernization initiatives that integrate digital platforms into patient‑experience strategies while maintaining a relationship‑centered culture.
- Shares responsibility for developing vision, strategy and capabilities to deliver outstanding patient experiences across systems and service lines in a matrix work environment.
- Assumes oversight of multiple work units, management of resources as it pertains to executing the Patient Experience operational plan within assigned functional areas: service consultation and improvement; service recovery and complaint management; recognition and reward ; service values and behaviors; accountability; metrics and measurement; monitoring and control; and education and training.
- Responsible for overall direction and engagement of Patient Experience Managers and ensures mobilization of staff at multiple organizational levels to implement and continuously improve experiences of patients and families at Mayo Clinic.
- Serves as a co-chair for the site Patient Experience Subcommittee, and as a member of the Enterprise Patient Experience Subcommittee.
- Champion or lead large scale service educational and improvement activities, experience design, research and/or other projects as assigned.
- Develops products and services and provides Patient Experience consultation expertise to clients.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
