Associate Director of Patient Experience

Job Summary

Position Title: Associate Director of Patient Experience

Reports To: Senior Director, Office of Patient Experience & Records

Position Summary: The Associate Director of Patient Experience provides leadership and operational oversight for the Patient Experience team at Essen and its subsidiaries. The role ensures all grievances, inquiries, and feedback are addressed in a timely, compliant, and compassionate manner. This position is accountable for managing the patient experience inbox, monitoring surveys and feedback data, executing trainings, conducting site observations, and supporting team development. The Associate Director fosters a culture of servant leadership, empathy, and accountability to improve the overall patient journey, while partnering with clinical and operational leaders to drive systemic improvements in service quality and patient satisfaction.

Responsibilities

Leadership & Oversight

• Supervise and support Patient Experience Specialists, ensuring timely, accurate, and empathetic grievance handling.• Manage departmental workflows, including oversight of the patient experience inbox and grievance tracking system.• Model servant leadership, promoting accountability, collaboration, and a patient-centered culture.

Patient Advocacy & Service Recovery

• Oversee grievance and complaint resolution in compliance with CMS and Joint Commission standards.• Partner with clinical and operational leaders to address escalated concerns and ensure resolution strategies restore patient trust.• Maintain open communication with patients and families to reinforce confidence in care delivery.

Training & Development

• Design and deliver training programs on empathy, communication, de-escalation, and service recovery.• Conduct site observations to assess staff-patient interactions and provide constructive coaching.• Mentor staff and support onboarding of new employees to reinforce patient-centered practices.

Data Monitoring & Reporting

• Monitor patient satisfaction surveys (CG-CAHPS, Press Ganey, Qualtrics) and analyze trends.• Generate reports and present findings to leadership with actionable insights for improvement.• Collaborate with Quality and Compliance to ensure alignment between patient experience and organizational performance goals.

Culture & Engagement

• Serve as a visible leader across care sites, fostering empathy, inclusivity, and respect.• Celebrate staff who receive positive patient feedback and contribute to recognition programs.• Drive initiatives that build a culture of continuous improvement in the patient experience

Qualifications

 

Education

• Bachelor’s degree in Healthcare Administration, Business, Nursing, or related field (R)
• Master’s degree (MHA, MPH, MBA, or related) (P)

Skills

• Communicates effectively with empathy, compassion, and diplomacy (R)
• Conflict resolution and service recovery expertise (R)
• Proficient in Microsoft Office Suite (R)
• Experience with survey platforms (Qualtrics, Press Ganey) (P)
• Knowledge of EHR systems (ECW, ECares) (P)
• Strong data analysis and reporting skills (R)

License/Certification

• Certified Patient Experience Professional (CPXP) (P)

Work Experience

• Minimum 5 years in patient experience, patient relations, or healthcare leadership (R)
• Prior supervisory or management experience in a healthcare setting (R)
• Demonstrated success in implementing patient-centered improvement initiatives (R)