Director of Patient Experience

JOB REQUIREMENTS: The Director of Patient Experience Excellence is a strategic leader responsible for shaping and advancing a system-wide culture of exceptional patient experience. Partnering with executive, clinical, and operational leaders, this role develops and drives innovative strategies, performance goals, and measurable outcomes that elevate service excellence and strengthen the experience for every patient and family we serve. The Director leads patient feedback and survey programs, complex complaint resolution, and initiatives that foster continuous improvement and meaningful engagement. This role also provides strategic oversight of interpreter and language services, ensuring culturally responsive and accessible communication, as well as Volunteer Services, including program development and growth. Through collaboration, coaching, innovation, and data-driven leadership, the Director will help create a patient-centered culture where every interaction makes a difference. Essential Duties and Responsibilities Works with Vice Presidents and other organizational leaders to assist in developing and implementing comprehensive patient experience strategy. This strategy will align with system-wide goals and expectations. Oversees the Patient Experience Department, budgets, goals and objectives, action plans, and operations. Interviews, selects, provide direction and monitor the performance to the Patient Experience Team. Oversees the operation of the Customer Experience Specialist Program and the management of all Customer Experience Specialists - this includes ongoing education, training, and auditing of core competencies for these partners. Initiates/facilitates complaint and grievance process management (intake, investigation, processes, response, file maintenance, reports) Manages service quality/recovery accountability system allowing data retrieval and report generation by case and aggregate. Deploys and implements approved system-wide patient survey plan including acting as vendor website administrator, survey process management, and standard report writer. Maintains all CRD process functions with accurate records and timely reports. Participates in Quality improvement teams providing customer perspective and support of QI process. Supports and participates in Culture of Excellence and Patient Experience teams Knowledge and supports compliance with regulatory standards for customer and civil rights. Shares oversight and management of Patient Experience tools, including digital rounding tools with the Nursing Services Offices. Assists in best practice sharing of the tools with facilities throughout the system. Develop and implement initiatives to enhance experience and satisfaction in collaboration with other departments, using data and metrics to meet objectives and... For full info follow application link. EOE&AA/M/F/Vet/Disabled. Mercy is an equal employment opportunity employer functioning under Affirmative Action Plans. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/E2AEB081E5E147CA