Executive Director, Patient Experience is responsible for patient experience strategies, initiatives, and standards to continually enhance the care experience of our patients and families to promote loyalty for the system. This position works closely with organizational leadership and other patient experience stakeholders to ensure the employee engagement, clinical excellence and care experience strategies are cohesive and aligned to support the development of leaders and employees.
As the System Director of Patient Experience, you will play a pivotal role in creating and implementing patient-centered strategies that promote excellence in care, satisfaction, and engagement across our healthcare system.
Lead the development and execution of patient experience strategies and initiatives across the healthcare system
Collaborate with clinical and non-clinical departments to enhance patient-centered care and improve patient satisfaction scores
Work closely with organizational leadership and other patient experience stakeholders to ensure the employee engagement, clinical excellence and care experience strategies are cohesive and aligned to support the development of leaders and employees
Develop and implement programs that prioritize patient engagement, communication, and education
Analyze patient feedback and experience data to identify areas for improvement and implement action plans
Foster a culture of patient-centered care and service excellence among staff at all levels
Provide guidance and support to staff in delivering compassionate and empathetic patient interactions
Responsible for planning, analyzing, preparing, managing, and evaluating administrative and operational activities of customer experience and related projects
Stay informed about industry trends, best practices, and innovations in patient experience
Partner with Education and HR partners to implement evidenced based practices training classes or other programs to ensure new and existing staff have proper tools and preparation to perform daily tasks and duties
Operationalize tactics and best practices including but not limited to Nurse Leader Rounding, Employee Rounding, Standards of Behavior, Bedside Shift Report, etc.
Preferred Qualifications
Strong background in patient-centered care, strategic thinking, and leadership
Master's degree in healthcare leadership/management or other related field required
Minimum of 7-10 years of experience in a leadership role focused on patient experience, patient engagement, or customer service within a healthcare setting
Lean experience or Six Sigma black or green certifications preferred
Proven track record in developing and executing patient experience improvement initiatives
Strong understanding of patient-centered care principles and their impact on healthcare outcomes
Exceptional communication, interpersonal, and collaboration skills
Ability to analyze data, identify trends, and develop action plans for improvement
Experience working with cross-functional teams and stakeholders