Associate Director, Patient Experience

The Ohio State University Wexner Medical Center; Columbus (OH); On-site; USD 120,000 - 170,000; Full time

Job summary

The Associate Director at The Ohio State University Wexner Medical Center translates patient experience strategy into actionable plans, standards, staffing models, and performance measures.

You will lead managers and staff, partnering with clinical, nursing, and administrative leaders to ensure care delivery reflects patient and family feedback, driving equitable communication and measurable experience outcomes.

Qualifications

• Requires a Bachelor’s degree in Healthcare Administration, Business Administration, Public Administration, Hospitality Management, Organizational Leadership, Communications, or related field.
• 6 years of progressively responsible leadership experience in patient experience or healthcare operations; 4 years of direct people-management experience.

Responsibilities

• Translate patient experience strategy into operational plans, standards, staffing, policies, and performance measures.
• Lead managers and professional staff; collaborate with clinical, nursing, and administrative leaders.
• Ensure patient and family feedback informs care delivery, communication, access, and organizational improvement.

Skills

Leadership experience

People-management

Education

Bachelor’s degree in Healthcare Administration

Job description

Scope of Position

The Ohio State University Wexner Medical Center is committed to providing high-quality, safe care supported by an exceptional experience for patients, families, and visitors. Reporting to the M4 Director, Patient Experience, the Associate Director provides operational and administrative leadership for Patient Representative Services, Interpreter Services, and Patient and Family Advisory Councils and related patient and family engagement activities.

Position Summary

The Associate Director translates the patient experience strategy into operational plans, standards, staffing models, policies, performance measures, and sustainable improvement across assigned functions. The role leads managers and professional staff; collaborates with clinical, physician, nursing, operational, and administrative leaders; and ensures patient and family feedback informs care delivery, communication, access, and organizational improvement. The Associate Director is accountable for consistent service delivery, equitable communication, workforce development, and measurable patient experience outcomes within the assigned portfolio.

Qualifications

Bachelor’s degree in Healthcare Administration, Business Administration, Public Administration, Hospitality Management, Organizational Leadership, Communications, or a related field. 6 years of progressively responsible leadership experience in patient experience, healthcare operations, service excellence, hospitality, patient engagement, or a related field; and 4 years of direct people-management experience, including responsibility for employee performance and operational outcomes.

Function: Health Care Administration

Sub-Function: Patient Experience

Career Band: People Leader - Managerial

Career Level: M3

Thank you for your interest in working at Ohio State.

Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.

The university is an equal opportunity employer, including veterans and disability.