Director of Patient Experience & Human-Centered Care

Hartford HealthCare; New Britain (CT); On-site; USD 180,000 - 260,000; Full time

Job summary

Hartford HealthCare seeks a Director of Human Centered Care to lead patient experience and improvement coaching for the Central Region, including hospitals and MediQuick in Meriden. You will drive engagement, clinical best practices, and service excellence across leadership and care teams.

The role requires a Master’s degree with clinical background, CPXP licensure within 18 months, and CT licensure. You will train leaders, interpret patient feedback data, and champion culture change across

Qualifications

• Master’s Degree required; clinical degree in graduate or undergraduate studies.
• CPXP licensure required within the first 18 months of employment.
• Current license in good standing to practice as a Registered Nurse, Physician Assistant, Physician (PhD) or LCSW in the State of Connecticut.
• Proven interviewing and consulting skills, including ability to propose action to a client with confidence and to achieve results through influence and persuasion.
• Demonstrated relationship building skills with senior executives and Physicians within complex healthcare organizations.
• Strong facilitation and presentation skills.
• Prioritize, plan and work independently; lead by influence within a matrix organization.

Responsibilities

• Lead patient experience efforts for the Central Region, driving exceptional care and human experience improvements.
• Collaborate with leadership to align goals and accountability across units.
• Coach clinical and administrative leaders to improve outcomes and patient experiences.
• Develop and implement organization-wide service excellence and training initiatives.
• Interpret CAHPS and service surveys to identify improvement opportunities and guide teams.
• Maintain credibility and rapport with stakeholders at all levels of the organization.

Skills

Leadership experience

Interviewing skills

Relationship building

Communication skills

Influence and persuasion

Independent working

Cross-functional collaboration

Education

Master’s Degree + clinical degree

CPXP licensure

CT license (RN/PA/Physician/LCSW)

Job description

Hartford HealthCare seeks a Director of Human Centered Care to lead patient experience and improvement coaching for the Central Region, including hospitals and MediQuick in Meriden. You will drive engagement, clinical best practices, and service excellence across leadership and care teams.

The role requires a Master’s degree with clinical background, CPXP licensure within 18 months, and CT licensure. You will train leaders, interpret patient feedback data, and champion culture change across