Vice President of Patient and Family Experience

Affinity Hospice • Birmingham, AL

7d

About The Position

The Vice President of Patient and Family Experience will develop and lead an organization-wide strategy focused on enhancing the experience of patients, families, and caregivers. This role involves advocating for the patient and family voice, establishing service excellence standards throughout the hospice journey, and monitoring satisfaction data to drive improvements. The position also provides executive oversight for Volunteer Services, ensuring effective recruitment, training, engagement, and integration into the hospice model. Additionally, the role contributes to quality improvement initiatives by utilizing data to identify and address gaps, and supports regulatory readiness. As a member of the executive leadership team, the Vice President collaborates across departments to ensure consistent experiences, manages assigned teams and budgets, and represents the organization in various settings.

Requirements

• Extensive knowledge of patient- and family-centered care and service excellence principles.
• Understanding of hospice, healthcare, post-acute care, or other patient-centered service environments.
• Demonstrated ability to develop and execute organization-wide strategic initiatives.
• Proven ability to lead diverse teams and develop leaders.
• Strong understanding of quality improvement and performance management.
• Demonstrated ability to analyze data, metrics, surveys, and performance indicators to drive decisions and improvements.
• Excellent oral and written communication skills.
• Strong presentation, public speaking, and facilitation skills.
• Exceptional interpersonal and relationship-building skills.
• Ability to effectively communicate with patients, families, caregivers, volunteers, employees, physicians, executives, and community partners.
• Strong decision-making, problem-solving, conflict-resolution, and critical-thinking skills.
• Ability to manage multiple priorities, projects, and competing organizational needs.

Responsibilities

• Develop and lead an organization-wide Patient and Family Experience strategy.
• Establish and promote standards for patient- and family-centered service excellence.
• Monitor patient and family satisfaction, feedback, complaints, grievances, and other experience data.
• Develop service recovery and improvement strategies.
• Establish measurable experience goals and monitor organizational performance.
• Provide executive oversight and strategic direction for Volunteer Services.
• Develop and oversee volunteer recruitment, orientation, training, engagement, utilization, supervision, evaluation, and recognition programs.
• Monitor volunteer recruitment, retention, utilization, and engagement metrics.
• Ensure volunteer services are effectively integrated into the hospice interdisciplinary model.
• Promote and expand volunteer services through organizational and community engagement initiatives.
• Utilize patient/family experience, volunteer, satisfaction, complaint, grievance, and other performance data to identify opportunities and drive measurable improvement.
• Develop, implement, and monitor action plans to address identified gaps.
• Partner with Clinical, Quality, Operations, and other leaders to align experience initiatives with quality outcomes.
• Support regulatory and accreditation readiness related to patient rights, satisfaction, experience, and volunteer services.
• Promote a culture of accountability, compassion, service excellence, and continuous improvement.
• Serve as a member of the executive leadership team and contribute to organizational strategy.
• Collaborate with Clinical, Operations, Education, Quality, and other departments.
• Provide leadership, direction, and accountability for assigned teams, programs, budgets, and organizational initiatives.
• Build and maintain relationships with patients, families, caregivers, volunteers, employees, physicians, community partners, and other stakeholders.
• Represent the organization in community and professional settings.
• Perform additional duties and responsibilities as assigned by the Chief Executive Officer.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Education Level: No Education Listed