Minimum 3 years of experience in patient/customer experience or service excellence
Proven expertise in process change leadership and project management
Demonstrated success in translating customer insights into effective solutions
Experience building cohesive and engaged teams
Ability to collaborate with clinical partners on improvement initiatives
Bachelor’s degree required, Master's preferred
Responsibilities
Develop strategies to enhance patient satisfaction and service delivery
Analyze feedback and performance data to drive improvements
Lead long-term patient experience projects for measurable outcomes
Advise clinical and administrative stakeholders on patient experience
Engage stakeholders in executing patient experience improvements
Recommend industry best practices for implementation
Benefits
Comprehensive health benefits
Retirement savings plan with employer match
Professional development opportunities
Supportive company culture focused on teamwork
Generous paid time off policy
Full Job Description
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Work Shift
Day
Work Day(s)
Monday-Friday
Shift Start Time
8:30 AM
Shift End Time
5:30 AM
Worker Sub-Type
Regular
Job Description
This position is responsible for applying extensive knowledge of patient experience, continuous process improvement practices, project management, and change management to develop and execute strategic initiatives that support organizational patient experience goals.
Experience
3+ years of progressive patient/customer experience and/or service excellence experience and knowledge
Experience as a process change leader with demonstrated results in organizational effectiveness, quality improvement, project management and change management
Proven track record of identifying actionable customer insights and translating them into creative solutions that deliver results
Track record of building cohesive and highly engaged teams
Experience collaborating with clinical partners/roles to drive participation in improvement initiatives
Preferred Qualifications
Master’s degree
Education
Bachelor’s degree
Certification Summary
No professional certifications required
Knowledge, Skills, and Abilities
Strong analytical skills
Team and project leadership
Ability to rally and orchestrate cross functional resources/stakeholders, driving collaboration
Project management
Hospitality, service excellence or consulting experience
Strong knowledge of Epic and its reporting capabilities (Slicer Dicer, etc.)
Strong communication skills, including executive storytelling and presentation skills utilizing data
Nimble and able to handle multiple tasks, challenges and projects
Curious and creative
Job Responsibilities
Develops and executes system-level strategies to improve patient and family satisfaction and overall service delivery across the entire patient journey.
Analyzes patient and family feedback (e.g., surveys, complaints, compliments) and operational performance data to identify trends, root causes, and opportunities for improvement.
Defines, tracks, and reports key performance indicators (KPIs) for patient experience initiatives; uses data to prioritize efforts and measure impact.
Delivers significant and measurable business and experience results by leading several long-term strategic patient experience projects and initiatives.
Serves as a consultant and subject matter expert to clinical and administrative leaders, using data-driven insights to inform patient and family experience improvement efforts.
Orchestrates system resources and stakeholders to build buy-in and ensure effective execution of patient experience improvement initiatives, including change management and sustainability plans.
Partners with Quality, Analytics, and IT teams to enhance patient experience reporting, integrate metrics into enterprise dashboards, and support data-informed decision-making.
Identifies industry best practices and emerging trends and makes recommendations on how to apply them to the Children’s Healthcare of Atlanta system, including evaluating expected impact and return on investment.
Prepares and delivers clear, compelling presentations to leadership and frontline teams that translate complex data and strategy into actionable next steps.
Primary Location Address
1575 Northeast Expy NE
Job Family
Director/Senior Director
About Childrens Healthcare of Atlanta
Children's Healthcare of Atlanta (CHOA) is a pediatric healthcare system that provides a range of services to children and families in the Atlanta area. The system includes three hospitals, 27 neighborhood locations, and a network of more than 600 pediatric physicians. CHOA is committed to providing high-quality, family-centered care to its patients, and is recognized as one of the top pediatric hospitals in the country. The system's services include primary care, specialty care, emergency care, and more. CHOA is also involved in research and education, and is dedicated to improving the health and well-being of children everywhere.
