Job Description

Job Title: Director of Patient Experience

Reports To: Chief Operating Officer (COO) or Chief Experience Officer (CXO)

Job Type: Full-Time

Industry: Healthcare / Hospital & Health Systems

About the Role:

We are seeking a passionate and service-driven Director of Patient Experience to lead initiatives that enhance the overall satisfaction, comfort, and engagement of our patients and their families. This role will be responsible for shaping and executing strategies that promote a culture of empathy, communication, and responsiveness across the organization.

Key Responsibilities:

• Design and implement patient experience strategies that align with organizational goals.
• Lead service excellence initiatives, patient feedback programs, and improvement efforts.
• Analyze patient satisfaction and HCAHPS data to identify trends and areas for improvement.
• Collaborate with department leaders and clinical teams to improve service delivery.
• Develop training programs for staff on communication, empathy, and patient engagement.
• Serve as a liaison between patients, families, and care teams to address concerns and resolve issues.
• Promote a patient-centered culture and support initiatives that drive loyalty and trust.
• Monitor benchmarks and implement best practices to exceed service standards.

Qualifications:

• Bachelor's degree in Healthcare Administration, Nursing, Communications, or related field (Master's preferred).
• 5 7 years of progressive experience in patient experience, service excellence, or customer service leadership in healthcare.
• Strong understanding of HCAHPS and other patient satisfaction metrics.
• Proven ability to lead organizational change and foster a culture of service.
• Excellent interpersonal, communication, and leadership skills.

What We Offer:

• Competitive salary and performance-based incentives.
• Full benefits package including health, dental, vision, and retirement.
• A collaborative and patient-centered culture.
• Opportunities for leadership development and advancement.
• The chance to make a direct impact on the patient journey and organizational success.

Thank you,

Kay Raguindin

Division Manager

Health Staffing Group

(954) 998 7664 (Direct Line)

Mon Thurs 9am-6pm EST

Fridays 9am-1pm EST

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