Job Brief1 Opening
Pay Range: DIRECTOR, PATIENT EXPERIENCE - $147,700.80 to $236,329.60
Job Summary:Provides strategic leadership in the development, planning, and oversight of patient experience improvement in alignment with HMNH's mission and vision. Leads initiatives that promote a culture of clinical excellence, family-centered care, and a positive human experience. The position oversees experience improvement teams and is responsible for designing and implementing programs that enhance clinical leadership capabilities, employee engagement, and retention.
In partnership with Human Resources, the role supports recognition and event programming that reinforces organizational values and team connection. The Director of Patient Experience collaborates with the organization's Risk Manager to support resolution of complaints and grievances in compliance with CMS guidelines, ensuring accurate documentation, timely resolution, and effective tracking within the complaint management system.
What You'll Bring to the Team:- Strong interpersonal, communication, and relationship-building skills.
- Proven ability to lead, coach, and develop staff across diverse teams.
- Skilled in designing and implementing employee experience initiatives.
- Effective collaborator with cross-functional teams.
- Proficient in organizing, managing projects, and applying business and financial planning concepts.
- Experienced in using employee feedback mechanisms, including survey tools and data analytics, to drive improvements.
- Knowledge of hospital operations, patient experience, and change management principles.
- Strong critical thinking, problem-solving, and solution-identification skills.
- Ability to influence, consult, and communicate effectively at all organizational levels, including in conflict resolution and complex decision-making scenarios.
Licensure and Certification:- Clinical licensure preferred.
Education:- Bachelor's degree in Human Resources, Business Administration, or related healthcare field.
- Master's degree in related field preferred (i.e. healthcare, business, organizational development).
Experience:- Proven experience in employee engagement or related leadership roles.
