The Director of Patient Experience serves as the senior leader responsible for advancing a culture of excellence in patient and family experience at Catholic Health Physician Partners. This role is a key member of the hospital’s executive leadership team and partners closely with clinical, operational, and physician leaders to drive measurable improvements in patient perception, engagement, and outcomes.

This leader combines strong business acumen, data fluency, visible leadership, and executive presence to influence all levels of the organization. The Director ensures accountability for experience performance, aligns local strategy with system priorities, and fosters an environment where exceptional patient-centered care can thrive.

Key Responsibilities

Strategic Leadership & Culture

• Serve as the hospital’s/ facilities executive champion for patient experience.
• Translate system-wide patient experience strategy into local, actionable plans.
• Lead culture transformation efforts that embed patient-centered behaviors into daily practice.
• Partner with care setting executive team to integrate experience into operational and clinical priorities.
• Model leadership behaviors that reinforce dignity, empathy, accountability, and service excellence.

Data-Driven Performance Management

• Lead hospital/ facility performance related to patient experience metrics (e.g., HCAHPS, real-time feedback, complaints and grievances, rounding insights).
• Analyze data trends and identify key drivers of performance variation.
• Develop targeted action plans with service line and department leaders.
• Establish clear performance expectations and accountability structures.
• Present performance results and improvement strategies to care setting and system leadership.

Influencing & Cross-Functional Partnership

• Serve as a trusted advisor to physicians, nurse leaders, and operational executives.
• Influence behavior and performance at all organizational levels without direct authority.
• Facilitate interdisciplinary collaboration to remove barriers to exceptional experiences.
• Coach leaders on communication, service recovery, and culture-building behaviors.

Leadership & Team Development

• Provide direct leadership and development for patient experience team members (hospitality managers, volunteers)
• Build internal capability through education, coaching, and structured development programs.
• Lead service excellence training initiatives and rounding programs.
• Ensure staff engagement strategies align with patient experience outcomes.

POSITION REQUIREMENTS AND QUALIFICATIONS:

Education:  

Bachelor’s degree required; Master’s degree in Healthcare Administration, Business, Hospitality, Public Health, or related field strongly preferred.

 Skills: 

• Executive Presence & Visibility – Recognized as a credible, confident, and visible leader within the hospital.
• Strategic Thinking – Aligns local initiatives with system priorities and long-term organizational goals.
• Data Fluency – Translates complex data into actionable insights and clear performance expectations.
• Influence & Collaboration – Effectively partners across disciplines and levels.
• Accountability Orientation – Sets clear standards and holds leaders responsible for results.
• Culture Builder – Fosters an environment of respect, compassion, and service excellence.
• Change Leadership – Leads through ambiguity and drives sustained behavioral change.

Experience:

• 5–8+ years of progressive leadership experience in healthcare or comparable hospitality industry.
• Demonstrated success improving patient experience metrics in healthcare, or a comparable hospitality industry.
• Experience leading teams and managing performance through influence and accountability.
• Strong executive presence with experience presenting to senior leadership.
• Proven ability to use data analytics to drive performance improvement.

This range serves as a good faith estimate and actual pay will encompass a number of factors, including a candidate’s qualifications, skills, competencies and experience. The salary range or rate listed does not include any bonuses/incentive, or other forms of compensation that may be applicable to this job and it does not include the value of benefits.

At Catholic Health, we believe in a people-first approach. In addition to the estimated base pay provided, Catholic Health offers generous benefits packages, generous tuition assistance, a defined benefit pension plan, and a culture that supports professional and educational growth.