Director Patient Experience

Texas Children's Hospital • Houston, TX

68d

About The Position

We're searching for a Director of Patient Experience, someone who's ready to be part of a growing team with amazing opportunities. In this position, you will be responsible for system-wide Patient Experience and Patient and Family Engagement. This individual will lead the development and execution of strategies that enhance the patient and family experience across hospital and drive innovative initiatives that align with the organization's mission and long-term goals to deliver exceptional, family-centered care. Partner with clinical, operational, and administrative leaders to implement programs that strengthen patient engagement, provide data reports and insights, improve satisfaction outcomes, and position hospital as a national leader for service in pediatric and women's health. Effectively lead and maintain strong relationships with patients, families, and internal and external stakeholders to ensure every interaction reflects our commitment to quality, safety and service excellence in care delivery.

Requirements

• Master's Degree Business Administration or related field required
• 5 years Supervisory/management experience, including 3 years of operations experience required
• Certification and/or licensure within a clinical discipline in areas of responsibility strongly preferred

Responsibilities

• Lead the vision, strategy, and execution of patient and family experience programs, advising senior leaders and aligning initiatives with organizational goals to strengthen hospital's reputation as a leader in service for pediatric and women's health care.
• Collect and analyze patient experience data, including patient/family survey feedback, and satisfaction metrics to identify improvement opportunities.
• Partner with data and analytics teams to build customized dashboards and reporting tools that support real-time monitoring of performance, enabling proactive interventions and measurable outcomes.
• Lead the development and execution of strategies that actively engage patients and families as partners in care and oversee and expand Patient and Family Advisory Councils (PFACs) to reflect diverse communities and provide actionable insights for decision-making.
• Facilitate organization-wide learning by disseminating key findings, sharing best practices, and promoting transparency of patient experience metrics to build a culture of accountability.
• Design and deliver patient experience performance improvement tactics for clinicians and frontline staff to embed best practices across the organization.
• Provide strategic and operational leadership for the Patient Experience team, coaching, mentoring and developing team members to strengthen their skills.
• Monitor team performance and program outcomes, providing guidance, support, and resources to ensure consistent, high-quality delivery of service.
• Research and integrate evidence-based best practices in pediatric patient experience, monitor trends and innovations, report outcomes and benchmarks and ensure compliance with regulatory and system requirements.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Industry: Hospitals
• Education Level: Master's degree
• Number of Employees: 5,001-10,000 employees