Associate Director, Patient Experience

Boston Medical Center; Boston (MA); On-site; USD 83,000 - 121,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Bonus opportunities

Job summary

Boston Medical Center is seeking an Associate Director of Patient Experience to lead strategic and operational initiatives across the health system, advancing patient-centered and equitable care. You will oversee programs, measurement systems, and a team, partnering with clinical and operational leaders to translate insights into improvements.

This role reports to the Senior Director and focuses on education, project management, and cross-functional collaboration.

Qualifications

• Master’s degree in Social Work, Health Care Administration, Public Health, Nursing, or related field with 5+ years of related experience.
• Hospital setting experience preferred; leadership of teams and cross-functional projects is a plus.
• CPXP, PMP, or LEAN certifications are preferred and beneficial.

Responsibilities

• Oversee patient experience programs and measurement systems across the health system.
• Manage education programs, project management, and cross-functional initiatives.
• Lead Patient Experience Ambassador staff and rounding programs.
• Develop SOPs, educational materials, and internal communications.
• Collaborate with system partners and handle escalations in absence of Senior Director.

Skills

Patient experience

Project management

Data analysis

Public speaking

Leadership

Education

Master's degree

Tools

Survey software

Dashboard tools

Portal management

Job description

Position Summary

POSITION SUMMARY: The Associate Director, Patient Experience serves as a strategic and operational leader responsible for advancing patient experience initiatives to influence organizational culture and enhance care delivery across the Boston Medical Center Health System (BMCHS). Operating under the general direction of the Senior Director, Patient Experience, this role exercises leadership over a small team of direct reports and clinical partnerships to drive institutional efforts that strengthen patient-centered, equitable, and experience-driven care. The position holds oversight of key patient experience programs, measurement systems, and operational infrastructure while providing consultative guidance, education, and cross-functional project management informed by quantitative and qualitative insights.

Position Details

• Position: Associate Director
• Department: Patient Experience
• Schedule: Full Time

Essential Responsibilities / Duties

• Maintains strategic and operational oversight of the patient experience body of work, leading institutional education programs, facilitating improvement initiatives, and providing comprehensive project management across the health system. (30% of time)
• Manages technical and analytical aspects of patient experience measurement, including survey compliance, implementation, data mapping, and portal management, while partnering with vendors, internal analytics teams, and operational leaders to translate quantitative and qualitative data into actionable insights for institutional recognition, reporting, and improvement. (25% of time)
• Provides operational and strategic oversight of patient-facing rounding programs, directing program operations, managing Patient Experience Ambassador staff, executing quality assurance tracking, executing service recovery processes, and maintaining the underlying rounding technology infrastructure. (20% of time)
• Delivers operational leadership for departmental infrastructure, including the formulation of standard operating procedures, development of educational materials, production of internal communications, and management of the general Patient Experience inbox. (15% of time)
• Collaborates with health system partners to support a culture of patient-centered care, serving as a primary point of contact and managing departmental escalations or emergencies in the absence of the Senior Director. (10% of time)

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required)

Required Education and Experience

The position requires a Master’s degree with an emphasis in Social Work, Health Care Administration, Public Health, Nursing, or a related field, combined with a minimum of 5 years of directly related experience, or an equivalent combination of education and experience.

Preferred Education and Experience

Minimum of 3 years in the hospital setting and/or ambulatory healthcare space. 2+ years of leadership experience with oversight of direct reports a plus.

Certifications, Licenses, Registrations

PREFERRED Certified Patient Experience Professional (CPXP), Project Management Professional (PMP), or LEAN certified

Knowledge, Skills & Abilities (KSAs)

• Knowledge of patient experience measurement systems, healthcare improvement methodologies, and educational delivery practices.
• Skill in project management methodologies to organize, implement, and manage cross-functional projects within a healthcare setting.
• Skill in public speaking, meeting facilitation, and delivering formal presentations to large groups, senior leadership, and external partners.
• Skill in developing executive-level reports, visual dashboards, and presentations.
• Ability to extract, analyze, and translate quantitative and qualitative patient survey data into actionable operational reports.
• Ability to direct staff activities, mobilize teams, and delegate assignments to achieve project goals.
• Skill in operational workflow mapping and the creation of standard operating procedures.

Compensation

Compensation Range: $83,000.00- $120,500.00 This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being. NOTE: This range is based on Boston-area data, and is subject to modification based on geographic location.

Mission & Culture

Working at Boston Medical Center is more than a job. It’s a chance to make a difference as part of our mission to provide exceptional and equitable care to all. As a nationally-recognized leader in health equity, nursing, initiatives to combat climate change, and many other areas, BMC is dedicated to improving the health of our community in Boston and beyond. BMC’s mission to provide exceptional care without exception extends to our employees, and we have been recognized as a top employer and best place to work. A strong sense of teamwork and support for our staff are the bedrock of BMC, as we know that we can only provide exceptional care to patients when our staff are cared for too.

Equal Opportunity Employer / Disability / Veterans

Boston Medical Center is an equal employment/affirmative action employer. We ensure equal employment opportunities for all, without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic.

Accommodation for Disabilities

If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to [e-mail] or call 617-638-8582 to let us know the nature of your request.

Background Check & Vaccine Requirements

Boston Medical Center participates in the Electronic Employment Verification Program. As an E-Verify employer, prospective employees of BMC must complete a background check before beginning their employment at the hospital. BMC requires all staff to be vaccinated against COVID-19 and flu, as well as receive a booster dose of the COVID-19 vaccine.