Regional Director, Patient Experience (Oklahoma)

SSM Health • Oklahoma City, OK

2d • Hybrid

About The Position

It's more than a career, it's a calling. OK-SSM Health St. Anthony Hospital - Oklahoma City Worker Type: Regular Job Highlights: Named 150 Top Places to Work in Healthcare 2025 - Becker's Healthcare Named One of the World’s Happiest Workplace 2025 – WorkL Named One of America's Best In-State Employers 2025 - Forbes Named One of America's Greatest Workplaces for Women 2025 – Newsweek Named One of America’s Greatest Workplaces for Culture, Belonging & Community 2026 – Newsweek SSM Health is a Catholic, not-for-profit health system serving the comprehensive health needs of communities across the Midwest through a robust and fully integrated health care delivery system. The organization’s 40,000 team members and more than 13,900+ providers are committed to providing exceptional health care services and revealing God’s healing presence to everyone they serve. With care delivery sites in Illinois, Missouri, Oklahoma and Wisconsin, SSM Health includes 23 hospitals, more than 300 physician offices and other outpatient and virtual care services, 12 post-acute facilities, comprehensive home care and hospice services, a pharmacy benefit company, a health insurance company and an accountable care organization. It is one of the largest employers in every community it serves. Please note that this is a hybrid role that is based in Oklahoma City. To request additional information, confidentially submit your interest, or nominate a fellow colleague, please contact: Jon Dirksen Executive Talent Partner [email protected] #LI-Hybrid Job Summary: Directs the region and systematic approach for organizational improvement to transform the experience for patients/customers. Collaborates with leaders across to deploy initiatives and monitor outcomes. Directs all aspects of customer feedback including relationships with survey vendors, consistent data management processes and tools. Ensures meaningful information is provided to key regional partners based on evidence-based improvements inside and outside of health care while serving as the Subject Matter Expert for Centers for Medicare & Medicaid Services (CMS) regulations.

Requirements

• Bachelor's degree
• Seven years' experience with five years in healthcare or consumer experience leadership

Responsibilities

• Directs and drives region implementation, execution, and hardwiring of tactics and evidence-based practices to improve physicians, staff, leaders, and patient/family experiences.
• Serves as a key region resource to management, staff, and providers to improve organizational engagement, leadership and partnership with region steering committees to drive patient experience initiatives and ensure organizational alignment.
• Provides professional coaching including competency validation and consultation to influence leadership, physicians, direct care providers, and other stakeholders to deliver excellent patient experiences.
• Collaborates with leadership to identify and mitigate barriers as identified through patient experience qualitative and quantitative data.
• Participates in the development of programs and services that address specific aspects of the patient experience within his/her assigned area of responsibility.
• Collaborates with region CNO, ministry CNO, and other region/ministry executive leadership providing insight and input to the Patient Family Advisory Committee to enhance patient/family engagement in organizational decisions that affect the quality of care and patient experience.
• Influences accountability through the dissemination of reports with focused action plans and the validation of competency related to caregivers and staff behaviors.
• Analyzes internal and external customer satisfaction metrics and other performance analytics to track and monitor performance trends, identifies opportunities for improvement, and develops and implements recommended action plans including competency validation to improve the patient experience.
• Serves as an influential expert and role model on patient experience/engagement fundamentals and the SSM Health Mission, Vision and Values.
• Prepares and presents reports and presentations to stakeholders and leadership related to projects, initiatives and progress in achieving goals.
• Works in a constant state of alertness and safe manner.
• Performs other duties as assigned.

Benefits

• SSM Health values our exceptional employees by offering a comprehensive benefits package to fit their needs.
• Paid Parental Leave: we offer eligible team members one week of paid parental leave for newborns or newly adopted children (pro-rated based on FTE).
• Flexible Payment Options: our voluntary benefit offered through DailyPay offers eligible hourly team members instant access to their earned, unpaid base pay (fees may apply) before payday.
• Upfront Tuition Coverage: we provide upfront tuition coverage through FlexPath Funded for eligible team members.

What This Job Offers

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