DIVISION DIRECTOR, PATIENT EXPERIENCE - WESTERN DI

Compass Group•Phoenix, AZ

11d•Remote

About The Position

We are seeking a Division Director of Patient Experience to lead initiatives that enhance the overall patient journey across the organization. This role drives strategies to improve patient satisfaction, engagement, and outcomes while ensuring alignment with organizational goals, regulatory standards, and service excellence initiatives. The Director partners with clinical, operational, and support teams to create a culture focused on service excellence, compassion, and continuous improvement.

Requirements

Bachelor’s degree in Healthcare Administration, Business, Nursing, or related field required
5–10+ years of progressive leadership experience in healthcare or service operations
Proven experience improving patient satisfaction and experience metrics
Strong leadership and team development skills
Expertise in patient experience metrics (HCAHPS, Press Ganey, etc.)
Excellent communication and stakeholder management
Data analysis and performance improvement expertise
Change management and process improvement skills

Nice To Haves

Master’s degree preferred (MHA, MBA, or similar)
Experience working in multi-site or hospital systems preferred

Responsibilities

Develop and execute patient experience strategies aligned with organizational goals
Drive improvement in key metrics such as HCAHPS, patient satisfaction, and engagement scores
Identify trends and implement data-driven initiatives to enhance the patient journey
Partner with hospital leadership, nursing, and support services to improve patient-centered care
Lead cross-functional teams to drive service excellence initiatives
Act as a subject matter expert on patient experience best practices
Analyze patient feedback data and implement targeted action plans
Monitor KPIs and provide regular reporting to senior leadership
Lead performance improvement initiatives across multiple sites (if applicable)
Develop and deliver training programs focused on service excellence and patient engagement
Coach leaders and frontline teams on communication and patient interaction
Foster a culture of accountability and continuous improvement
Ensure consistent service standards across all facilities
Support regulatory compliance and accreditation standards (e.g., Joint Commission, CMS)
Collaborate with Food & Nutrition, Environmental Services, and other departments impacting patient experience.