Director of Patient Experience & Service Excellence

choa; Atlanta (GA); On-site; USD 140,000 - 190,000; Full time

Job summary

Children’s Healthcare of Atlanta seeks a Director/Senior Director of Patient Experience to lead system-wide initiatives that improve patient and family satisfaction across the journey. You will analyze feedback, define KPIs, report outcomes, and partner with Quality, Analytics, and IT to advance dashboards.

This role requires strategic influence and change management to sustain improvements. The position requires 3+ years in patient experience and a proven track record of leading

Qualifications

• 3+ years of progressive patient/customer experience and/or service excellence experience
• Experience as a process change leader with demonstrated results in organizational effectiveness, quality improvement, project management and change management
• Proven track record of identifying actionable customer insights and translating them into creative solutions that deliver results
• Track record of building cohesive and highly engaged teams
• Experience collaborating with clinical partners/roles to drive participation in improvement initiatives

Responsibilities

• Develops and executes system-level strategies to improve patient and family satisfaction and overall service delivery across the entire patient journey
• Analyzes patient and family feedback and operational performance data to identify trends, root causes, and opportunities for improvement
• Defines, tracks, and reports KPIs for patient experience initiatives; uses data to prioritize efforts and measure impact
• Delivers significant and measurable business and experience results by leading several long-term strategic patient experience projects
• Serves as a consultant to clinical and administrative leaders, using data-driven insights to inform patient and family experience improvement efforts
• Orchestrates system resources and stakeholders to build buy-in and ensure effective execution of patient experience initiatives, including change management
• Partners with Quality, Analytics, and IT teams to enhance patient experience reporting and support data-informed decisions
• Identifies industry best practices and advises on applying them within Children’s Healthcare of Atlanta
• Prepares and delivers clear presentations to leadership translating data and strategy into actionable steps

Skills

Patient experience leadership

Project management

Change management

Data analysis

Executive storytelling

Cross-functional collaboration

Epic reporting

Team leadership

Communication skills

Education

Bachelor’s degree

Master’s degree preferred

Tools

Epic reporting

Job description

Children’s Healthcare of Atlanta seeks a Director/Senior Director of Patient Experience to lead system-wide initiatives that improve patient and family satisfaction across the journey. You will analyze feedback, define KPIs, report outcomes, and partner with Quality, Analytics, and IT to advance dashboards.

This role requires strategic influence and change management to sustain improvements. The position requires 3+ years in patient experience and a proven track record of leading