Director of Patient Experience & Guest Services

Duke Careers; Raleigh (NC); On-site; USD 120,000 - 150,000; Full time

Job summary

Duke Raleigh Hospital, a Campus of Duke University Hospital, seeks a strategic leader to oversee Service Excellence across the organization, directing patient and visitor relations, guest services, interpreter services, and volunteer programs.

The role partners with senior leadership to improve patient satisfaction, manage budgets, and drive performance metrics with a focus on safety, compliance, and coordinated care.

Qualifications

• BA/BS in Business, Nursing, Social Work, Behavioral Science or related field.
• Four years of patient/health care relations or human service experience including 1 year in management capacity.

Responsibilities

• Develop and execute the strategic leadership plan for Service Excellence across the organization.
• Direct and coordinate Service Excellence functions and patient care support services.
• Oversee budgets, variance reporting, and expense management.
• Lead new Service Excellence programs and analyze operational reports.
• Improve patient satisfaction and balance scorecard metrics.
• Ensure compliance with The Joint Commission and regulatory requirements.
• Collaborate with hospital and system leadership to align policies and service standards.
• Oversee Patient Relations, including complaints handling.
• Lead volunteer and auxiliary services programs.
• Provide strategic leadership across departments.

Skills

Leadership

Budgeting

Patient experience

Communication

Education

BA/BS in Business or related field

Job description

Duke Raleigh Hospital, a Campus of Duke University Hospital, seeks a strategic leader to oversee Service Excellence across the organization, directing patient and visitor relations, guest services, interpreter services, and volunteer programs.

The role partners with senior leadership to improve patient satisfaction, manage budgets, and drive performance metrics with a focus on safety, compliance, and coordinated care.