Director Patient Experience
About The Position
The Director Patient Experience strategically leads initiatives to cultivate an exceptional and compassionate patient journey across healthcare touchpoints and shape a patient-centered culture. The role enhances satisfaction and loyalty through a focus on empathy, communication, and responsiveness. It analyzes patient feedback, identifies improvement areas, and designs programs and training to improve patient and family interactions in collaboration with clinical and administrative teams. The position also manages patient advocacy, interprets experience data, and drives system-wide cultural transformation to achieve strong patient experience outcomes. The Director promotes and models service excellence, coordinates service excellence programs, and works with external experts to implement evidence-based tools and processes throughout acute care hospitals. The role guides service excellence data collection, tracking, distribution, and communication; encourages behavior change among frontline workers and management; and aligns management practices and operational processes with patient needs. It also establishes ongoing practices, service standards, and prescriptive language, and researches and implements service excellence best practices.
Requirements
- Bachelor’s degree in a related discipline.
- Minimum of seven years’ experience in the discipline upon hire.
- Five years of leadership experience.
Responsibilities
- Promote and model service excellence principles.
- Plan and coordinate service excellence programs.
- Collaborate with external experts to implement evidence-based service excellence tools and processes throughout acute care hospitals.
- Provide guidance on service excellence data collection, tracking, distribution, and communication.
- Promote a service ethic that changes long-standing behaviors among frontline workers and management.
- Focus the organization on changing management and employee behavior and retooling operational processes to better align with patient needs.
- Establish management and employee practices that sustain exceptional service, including developing service standards and prescriptive language.
- Research, review, and implement service excellence best practices.
- Analyze patient feedback, identify improvement areas, and design programs and training to enhance patient and family interactions.
- Manage patient advocacy, interpret experience data, and drive system-wide cultural transformation.
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What This Job Offers
Job Type
Full-time
Career Level
Director
