The Director of Patient Experience is a leadership role with direct management responsibility for multiple patient-facing and experience-focused functions, including volunteer services. This position leads a robust, interdisciplinary program and is empowered with the authority, resources, and organizational support necessary to drive meaningful, sustainable improvements in patient and family experience across the hospital.
Key Responsibilities-
Leadership & Strategy
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Develop and implement a comprehensive patient experience strategy aligned with organizational mission, values, and quality goals.
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Serve as a thought leader and champion for patient- and family-centered care practices across departments.
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Collaborate with executive leadership to integrate experience metrics into strategic planning and performance dash boards.
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Provide direct leadership, supervision, and professional development for patient experience–related staff and programs, fostering accountability, collaboration, and continuous improvement.
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Establish clear goals, performance expectations, and outcomes for all patient experience functions under their oversight.
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Serve as an operational leader of patient experience and volunteer services with the authority to implement changes, standardize practices, and influence workflows in partnership with clinical and administrative leadership.
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Patient & Family Engagement
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Design and implement programs that enhance patient and family engagement, including rounding, advisory councils, and feedback pathways.
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Partner with patients, families, and community stakeholders to understand needs, preferences, and opportunities to improve care experiences.
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Lead initiatives that improve communication, cultural responsiveness, and health literacy.
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Measurement & Improvement
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Oversee patient experience measurement frameworks including surveys (e.g., HCAHPS or pediatric equivalents), real-time feedback tools, and qualitative insights.
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Responsible for the build and survey methodology of Press Ganey suite.
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Analyze qualitative and quantitative data to identify trends, root causes, and opportunities for improvement.
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Lead performance improvement teams and collaborate with quality, safety, and clinical leaders to ensure action planning and follow-through.
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Staff Engagement, Education & Coaching
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Provide education, coaching, and resources to staff and leaders related to service excellence, communication best practices, and experience standards.
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Partner with HR and Organizational Learning & Development to embed experience competencies in onboarding and ongoing training.
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Coach leaders on managing feedback, supporting frontline staff, and fostering a culture of empathy and accountability.
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Service Recovery & Issue Resolution
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Oversee escalation and resolution of complex patient/family concerns, ensuring timely, compassionate, and appropriate follow-through.
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Standardize service recovery processes and equip teams with tools to resolve issues at the point of care.
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Partnerships & Innovation
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Collaborate with departments such as Quality, Safety, Nursing, Social Work, Child Life, and Diversity, Equity & Inclusion to integrate experience-enhancing best practices.
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Stay current on emerging trends, benchmarks, and evidence-based practices to advance the patient experience program.
Education & Experience:-
Bachelor's degree required. Master’s degree in healthcare administration, Nursing, Public Health, Social Work, or related field preferred.
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Minimum 7–10 years of progressive experience in patient experience, quality improvement, service excellence, or related healthcare leadership.
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Demonstrated success in leading cross-functional initiatives and driving measurable improvements in patient/family satisfaction outcomes.
