Vice President, Patient Experience Officer

Tampa General Hospital•Tampa, FL

19d

About The Position

The Vice President (VP) of Patient Experience and Chief Experience Officer (CXO) is a senior executive responsible for leading and integrating all aspects of the patient, family, and caregiver experience across the health system. This executive oversees Patient Experience, Patient Relations, Guest Services, Patient Family Advisors and Spiritual Health. The CXO ensures that every interaction—from clinical care to environmental factors—is designed to promote safety, quality, satisfaction, and loyalty. The CXO champions a patient and family-centered culture, oversees staff engagement, and drives continuous improvement in service excellence throughout the organization to achieve our strategic goals. The CXO develops and implements patient-centered care initiatives, promoting a culture of excellence in patient care, and driving continuous improvement in patient satisfaction metrics. Establishes key performance indicators (KPIs), metrics, and benchmarks to measure patient experience and satisfaction. Implements communication strategies, tools, and channels to keep patients informed, involved, and engaged in their care, promoting transparency, responsiveness, and open communication to build trust and confidence in the healthcare team. Manages and maintains the system patient experience measurement surveys and tools. Actively seek feedback and involvement in improvement from operational leaders to drive collaborative achievement of organizational objectives. Provides expert analysis, research and presentation of patient experience data and performance in a manner suited to individual audiences. Interview, hire, schedules, assign work to, and evaluate the work performance of team members supervised. Responsible for performing job duties in accordance with the shared purpose, vision, and values of Florida Health Sciences Center.

Requirements

Minimum of seven (7) years of related experience with five (5) of progressive leadership experience in healthcare, with a strong background in patient experience, quality improvement, or service excellence.
Demonstrated success in leading large-scale change initiatives and driving measurable improvements in patient satisfaction and engagement.
Master's Degree required in a related field.
Knowledge of healthcare regulations, accreditation standards, and best practices in patient-centered care.
Adept to inspire and engage teams, foster a positive culture, and lead through influence.
Adept at business intelligence and digital literacy.
Exceptional interpersonal, communication, and relationship-building skills.
Change management skills.
Performance improvement skills.
Mastery of growth mindset.
Mastery of analytical and problem-solving abilities, with experience in data-driven decision-making.

Responsibilities

Strategic Leadership: Lead cross-functional teams to design, implement, and sustain initiatives that improve patient, family, and caregiver satisfaction and engagement.
Provide expert consultation associated with evidence based best practices for improving the patient experience.
Serve as the organization’s advocate for patient and family needs at all levels, including executive leadership, clinical teams, and support staff.
Design and implement communication strategies to improve interactions between patients, families, and healthcare providers.
Experience Measurement & Improvement: Collect, analyze, and interpret patient feedback from surveys, online reviews, focus groups, and other sources to identify trends, opportunities, and pain points and implement data-driven improvement plans.
Oversee the development and maintenance of care experience portals and reporting mechanisms to ensure transparency and accountability, with regulatory adherence.
Identify and champion innovative approaches to enhance the patient experience, leveraging technology such as telehealth, electronic health records, and digital engagement tools.
Collaborate with clinical and non-clinical departments to streamline workflows, improve transitions of care, and personalize services while promoting interdisciplinary teamwork.
Culture & Staff Engagement: Provide subject matter expertise to training programs to enhance staff skills in patient-centered care, communication, and relationship-based service.
Establishes relationships with key stakeholders to support patient-centered care, ensuring usage of resources to meet and exceed patient expectations.