Associate Director, Patient Experience

Ohio State University; United States; On-site; USD 110,000 - 170,000; Full time

Job summary

The Associate Director at Ohio State University Wexner Medical Center leads patient experience operations across Patient Representative Services, Interpreter Services and related engagement activities. S/he translates strategy into staffing, processes and performance metrics while guiding managers and professionals toward improved patient outcomes.

Reporting to the M4 Director, this role emphasizes equitable communication, workforce development and sustained service excellence within the

Qualifications

• Bachelor's degree in a related field is required.
• 6 years of leadership experience in patient experience, healthcare operations, service excellence, hospitality, or related field.
• 4 years of direct people-management experience, including responsibility for employee performance and operational outcomes.

Responsibilities

• Translate the patient experience strategy into operational plans, standards and staffing models.
• Lead managers and professional staff; collaborate with clinical, physician, nursing, and administrative leaders.
• Ensure patient and family feedback informs care delivery, communication and access.
• Be accountable for service delivery, equitable communication, workforce development and measurable outcomes.

Skills

Leadership

Patient experience

Healthcare operations

People management

Stakeholder engagement

Education

Bachelor's degree in Healthcare Administration, Business Administration, Public Administration, Hospitality Management, Organizational Leadership, Communications, or a related field

Job description

Job Title

Associate Director, Patient Experience

Department: Health System Shared Services | Patient Experience

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.

Additional Information

• Function: Health Care Administration
• Sub-Function: Patient Experience
• Career Band: People Leader - Managerial
• Career Level: M3
• Location: University Hospital - Doan Hall (0089)
• Position Type: Regular
• Scheduled Hours: 40
• Shift: First Shift
• Final candidates are subject to successful completion of a background check.
• A drug screen or physical may be required during the post offer process.

EEO Statement

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

Benefits

Ohio State benefits give you options to take care of what matters most to you and opportunities to make adjustments as your life and needs change, including:

• Medical, dental and vision coverage, with Ohio State paying a significant portion of the cost.
• Paid time off, including sick and vacation time and 11 holidays.
• State retirement plan or an alternative retirement plan, both with generous employer contributions.