Job Description

Job Description

Job Description

Director of Healthcare Experience
Mon-Fri Full time 
Hybrid flexibility 
$130-210k based on experience 

A leading healthcare organization is seeking a Director of Healthcare Experience to oversee and enhance patient- and family-centered care initiatives across the organization. This leadership role is responsible for driving service excellence, improving patient satisfaction outcomes, and leading programs focused on the overall patient and family experience.

The Director of Healthcare Experience will partner closely with executive leadership, clinical teams, and operational departments to implement strategies that improve communication, engagement, service recovery, and patient satisfaction metrics across the organization.

Key Responsibilities

• Lead and implement organization-wide patient experience and service excellence initiatives
• Oversee patient-facing programs and volunteer services
• Develop strategies to improve patient and family engagement and satisfaction
• Analyze patient experience data, survey results, and feedback trends to identify opportunities for improvement
• Lead cross-functional performance improvement initiatives in collaboration with clinical and operational leadership
• Provide coaching and education to staff and leaders related to communication, empathy, and service standards
• Oversee service recovery processes and resolution of escalated patient and family concerns
• Partner with departments across the organization to support a culture of patient-centered care
• Monitor industry trends and best practices related to patient experience and healthcare quality

Qualifications

• Bachelor’s degree required; Master’s degree preferred
• 7-10+ years of progressive healthcare leadership experience in patient experience, service excellence, quality improvement, or related areas
• Strong leadership, communication, and relationship-building skills
• Experience working with patient satisfaction surveys and performance metrics, including Press Ganey and/or HCAHPS preferred
• Demonstrated success leading cross-functional initiatives and improving patient satisfaction outcomes

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