Job Description

The Role:

The Executive Director of Patient Experience acts as the South Division champion dedicated to creating a world-class culture of excellence in patient and consumer experience and fills a key leadership position in the implementation of strategies to further the patient, family, member, and consumer experience for the regions in the South Division.

This position coordinates planning and execution of region-wide patient experience and service excellence programs. This position collaborates with senior leadership on a strategic vision of service excellence that will be cascaded to all staff members, communicates progress on service excellence initiatives to key team members, including executives and key committees, oversees a data driven program collecting, tracking and analyzing patient experience trends for optimizing service outcomes.

This position works with the ministry Chief Nursing Officers and coaches ministry core leaders to maximize the use of customer service tools and programs for an enhanced patient experience. The position is the primary executive leader across the South Division in the development of Providence experience strategy plans, key initiatives for improvement and monitoring results.

The position will provide leadership to the Providence Experience Committees across the South Division and will actively work as a part of the Regional leadership groups to ensure the South Division is meeting our Providence Experience goals. Consults with executives and leaders through a matrix organizational structure across the care continuum to realize organizational Providence experience goals. Determines strategy for implementing consumer-facing solutions. Acts as the Providence Experience liaison with the System and coordinates information for the South Division.

This position will also be responsible for gaining commitment from all levels of the organization to embrace and adopt Providence experience improving behaviors, balancing multiple priorities with multiple teams while focusing on the goals of the overall organization. Timely and effective communication within a large and complex organizational structure is expected as well as managing performance in a matrix reporting structure. Identify, with stakeholders, and implement innovative consumer-facing technology in a way that ensures adoption of tools.

What You'll Do:

• Promotes visibility of Providence Experience initiatives and results through regular communications to the South Division leadership team, management and staff.
• Engages senior leadership in open and frank discussion about Providence Experience improvement opportunities and assists in the implementation of key initiatives.
• Champions the roll-out and implementation of customer service trainings for managers and staff as related to improvement of the patient experience.
• Ensures appropriate analysis, graphics preparation, statistical reporting and distribution of information received from patient satisfaction and consumer surveys across the organization. Educates and coaches executives, managers and staff on service excellence strategies.
• Partners with system and division leaders to implement innovative products and solutions to improve the consumer experience.
• Leads Experience Committees and acts as the principle coordinator of the division strategies. Participates as needed in Providence Experience meetings across the system. Maintains a current library of service excellence materials, references and information.
• Leads the Central Division in the development and implementation of the divisional strategic plan for Providence.
• Ensures the integration and alignment of patient experience strategies with teams across the division.
• Assists in leading organizational cultural transformation with patient experience at the center to ensure all touch points meet and exceed patients' needs.
• Researches, develops, and coordinates the implementation of strategic plans, policies, and standards that promote the patient/customer experience.
• Responsible for oversight of patient satisfaction data for the division, and running of reports as needed.
• Provides guidance regarding patient experience data collection, tracking, distribution, and communication.
• Drives analytics to measure patient experience strategic goals.
• Identifies areas for improvement, using Press Ganey and HCAHPS patient experience data.
• Focuses the organization on reforming management and employee behavior and retooling operational processes to better align them with patient needs.
• Leads efforts to hardwire management and employee practices to ensure exceptional service.
• Oversees training of multidisciplinary teams to use customer service tools and principles in daily activities.
• Collaborates with external experts to implement evidence-based service excellence tools and processes throughout the division.
• Plans, organizes, and directs the provision of services within the department to assure compliance with the organization's policies and procedures as well as The Joint Commission and appropriate regulatory agencies.
• Coordinates with individuals and committees to ensure timely review and follow up of patient concerns and grievances.

What You'll Bring:

Education & Credentials

• Bachelor's Degree in Healthcare, Hospitality, Business, or related field; or Master's Degree in Healthcare, Hospitality, Business, or related field.

Experience & Expertise

• 10 or more years of experience in a healthcare or consumer/hospitality industry.
• 10 or more years of related experience.
• 8 years of leadership/Management experience.
• 8 years of demonstrated experience in the philosophy of service excellence including analyzing situations, engaging staff in finding solutions and motivating staff to select and implement appropriate interventions.
• 8 years of experience in statistical analysis and development of training programs (preferred).
• 8 years of experience in implementation of consumer-facing products/solutions (preferred).

Professional & Leadership Capabilities

• Strategic thinker, with clear vision and a passion for service excellence as a strategically critical business philosophy.
• Knowledge of service excellence methods.
• Demonstrates knowledge of the philosophy of service excellence including analyzing situations, engaging staff in finding solutions and motivating staff to select and implement appropriate interventions.
• Role model of service excellence skills in daily interactions.
• Excellent communication skills, including listening and presentation skills, both oral and written.
• Ability to interact professionally and comfortably with all levels of the organization.
• Works well in a team environment, with sound problem solving skills.
• Good understanding of statistics and ability to interpret statistical information.
• Desire to learn new skills and drive changes in a positive spirit of cooperation and collaboration.
• Excellent interpersonal skills and ability to work in a highly matrixed organization.
• Ability to organize and manage multiple concurrent projects.
• High degree of customer sensitivity, and attention to detail.

Why Join Us?

• Enterprise Influence: Lead patient and consumer experience strategy across a large, complex division spanning multiple ministries and care settings.
• Culture Transformation: Drive organization-wide service excellence initiatives that strengthen patient, caregiver, and consumer experiences.
• Innovation & Analytics: Leverage data, technology, and evidence-based practices to improve outcomes and elevate experience across the continuum of care.
• Strategic Leadership: Partner with executive leaders to shape experience strategies, advance organizational priorities, and achieve measurable results.
• Mission-Driven Work: Help ensure every interaction reflects Providence's commitment to compassionate, person-centered care.

Ready to Shape the Future of Healthcare?

If you are a visionary leader with a passion for service excellence, cultural transformation, and creating exceptional patient and consumer experiences, we encourage you to apply.

The full pay range is listed in accordance with applicable law. Final compensation will be determined based on qualifications, experience, organizational compensation alignment, and the approved hiring department budget for the position. This position may also be eligible for incentive compensation and benefits.

At Providence we believe in the importance of human connection and the impact of in-person collaboration towards team cohesion and caregiver engagement. Further, we want our leaders to live in or near the communities we serve.

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