Director, Patient Experience

The Director of Patient Experience provides strategic and operations leadership to advance a culture of exceptional, compassionate, and patient-centered care across Augusta Health. This role oversees the design, implementation, and evaluation of system-wide patient experience initiatives, ensuring alignment with organizational goals, regulatory requirements, and evidence-based best practices.  The Director leads the Patient Relations and Grievance Program, ensuring compliance with CMS Conditions of Participation and DNV standards. The role also provides operational oversight for Switchboard/Communications Center, and Gift Shop/Retail operations - ensuring these departments deliver timely, safe, and service-oriented support that enhances the overall patient and family experience.  

Minimum Qualifications

• Bachelor’s degree in healthcare administration, Nursing, Business, or related field. 
• Minimum of three years of progressive leadership experience in healthcare.

• Master's degree (MHA, MBA, MSN, or related).
• CPXP, Lean, Six Sigma, or similar process improvement training. 
• Clinical experience, experience with Press Ganey, NRC, or other similar vendors.

• Knowledge of regulatory processes, CMS conditions of Participation and DNV standards related to patient rights and grievances.  Exceptional people skills and excellent communications skills. 
• Ability to work and relate with employees at all levels, to inspire and lead in cultural change. 
• Experience managing operational departments or support services. 
• Ability to meet deadlines. 
• Ability to maintain patient confidentiality. 
• Ability to develop and assist team members & providers in the implementation of patient experience activities. 
• Ability to interpret patient experience databases (CAHPS) and produce departmental and organizational appropriate reports. 
• Must be computer literate and proficient in Microsoft Office systems. 
• Strategic thinking  
• Operational excellence 
• Data analysis and interpretation 
• Change management. 
• Conflict resolution and mediation 
• Strong analytical skills and emotional intelligence 
• Communication and presentation skills  
• Team development and coaching  
• Innovative