Director, Patient Experience

Henry Mayo Newhall Hospital; Santa Clarita (CA); On-site; USD 148,000 - 236,000; Full time

Job summary

Henry Mayo Newhall Hospital is seeking a Director of Patient Experience to drive strategic initiatives that improve patient care and staff engagement in a not-for-profit, Level II trauma setting. This role leads experience-improvement teams and partners with HR and Risk Management to sustain a patient-centric culture.

Qualified candidates will have a relevant bachelor’s degree, a preference for a master’s in healthcare or business, and a proven track record in employee engagement and change

Qualifications

• Bachelor’s degree in Human Resources, Business Administration, or related healthcare field.
• Master’s degree in healthcare, business, or organizational development preferred.

Responsibilities

• Provide strategic leadership in patient experience improvement aligned with HMNH’s mission and vision.
• Lead initiatives that promote a culture of clinical excellence, family-centered care, and a positive human experience.
• Oversee experience improvement teams and design programs that enhance clinical leadership capabilities, employee engagement, and retention.
• Collaborate with Human Resources to support recognition and event programming; coordinate with Risk Management to address complaints per CMS guidelines.

Skills

Leadership

Communication

Project management

Data analytics

Employee engagement

Collaboration

Conflict resolution

Change management

Strategic thinking

Education

Bachelor's degree in HR/Business/healthcare

Master’s degree preferred

Job description

Job Brief

1 Opening

Pay Range: DIRECTOR, PATIENT EXPERIENCE - $147,700.80 to $236,329.60

Your Work Here Matters. Your Career Here Thrives.

Imagine coming to work every day knowing that what you do genuinely changes lives. At Henry Mayo Newhall Hospital, that's not just a tagline - it's the reality for every member of our team.

We’re not just a hospital. We’re the heartbeat of the Santa Clarita Valley - a 357-bed, not-for-profit Level II Trauma Center that has been a trusted pillar of this community since 1975. And we’re looking for passionate, driven professionals who want to be part of something bigger than themselves.

Where Clinical Excellence Meets Cutting-Edge Care

Here, you’ll work alongside an award-winning team delivering some of the most advanced medical services in the region, including:

• Comprehensive heart and vascular care
• Advanced stroke treatment
• Cancer care in partnership with Keck Medicine of USC
• Women's imaging and breast health services
• Emergency and trauma care
• Cardiac rehabilitation and wellness programs

As a key part of Los Angeles County's STEMI receiving network, we provide lifesaving cardiac intervention through our state-of-the-art Roberta G. Veloz Cardiac Cath Lab. We continuously invest in the latest technology and innovation - which means you’ll always be working at the forefront of modern medicine.

A Culture You'll Be Proud to Be Part Of

Our vision - To Be the Most Patient-Centric Hospital Anywhere - drives everything we do. But it's our people who make that vision a reality. Physicians, nurses, staff, and volunteers come together here in a culture rooted in compassion, collaboration, and excellence.

When you join Henry Mayo, you're not just accepting a job offer. You're joining a family that genuinely cares - about our patients, our community, and you.

Located in Beautiful Valencia, California

Nestled in the vibrant Santa Clarita Valley, you'll enjoy an exceptional quality of life both inside and outside of work - with top-rated schools, scenic surroundings, and a welcoming community that generations of families proudly call home.

Ready to make your mark?

Join the team that's been setting the standard for compassionate, innovative healthcare for nearly 50 years. Your next great chapter starts here.

Job Summary

Provides strategic leadership in the development, planning, and oversight of patient experience improvement in alignment with HMNH’s mission and vision. Leads initiatives that promote a culture of clinical excellence, family-centered care, and a positive human experience. The position oversees experience improvement teams and is responsible for designing and implementing programs that enhance clinical leadership capabilities, employee engagement, and retention.

In partnership with Human Resources, the role supports recognition and event programming that reinforces organizational values and team connection. The Director of Patient Experience collaborates with the organization’s Risk Manager to support resolution of complaints and grievances in compliance with CMS guidelines, ensuring accurate documentation, timely resolution, and effective tracking within the complaint management system.

What You'll Bring To The Team

• Strong interpersonal, communication, and relationship-building skills.
• Proven ability to lead, coach, and develop staff across diverse teams.
• Skilled in designing and implementing employee experience initiatives.
• Effective collaborator with cross-functional teams.
• Proficient in organizing, managing projects, and applying business and financial planning concepts.
• Experienced in using employee feedback mechanisms, including survey tools and data analytics, to drive improvements.
• Knowledge of hospital operations, patient experience, and change management principles.
• Strong critical thinking, problem-solving, and solution-identification skills.
• Ability to influence, consult, and communicate effectively at all organizational levels, including in conflict resolution and complex decision-making scenarios.

Licensure And Certification

• Clinical licensure preferred.

Education

• Bachelor’s degree in Human Resources, Business Administration, or related healthcare field.
• Master’s degree in related field preferred (i.e. healthcare, business, organizational development).

Experience

• Proven experience in employee engagement or related leadership roles.