Director, Patient Experience & Engagement

Boston Medical Center (BMC); Boston (MA); On-site; USD 83,000 - 121,000; Full time

Job summary

Boston Medical Center (BMC) seeks an Associate Director of Patient Experience to lead a small team and clinical partnerships, advancing patient-centered and equity-focused care across the BMCHS. Reporting to the Senior Director, this role shapes programs, measurement systems, and training to improve care delivery.

The role oversees education programs, rounding initiatives, dashboards, and incident response, translating data into actionable insights, and guiding cross-functional projects.

Qualifications

• Master’s degree in a related field is required.
• Minimum of 5 years of directly related experience.
• Experience in healthcare leadership is preferred.

Responsibilities

• Maintains strategic and operational oversight of the patient experience work across BMCHS.
• Provides leadership for measurement systems, education programs, and cross-functional projects.
• Directs patient-facing rounding programs and staff in a scalable workflow.
• Develops SOPs, educational materials, and internal communications.
• Collaborates with system partners and manages escalations in absence of the Senior Director.

Skills

Project management

Public speaking

Executive reporting

Data analysis

Staff leadership

Process mapping

Education

Master’s degree in Social Work, Health Care Administration, Public Health, Nursing, or related field

Tools

CPXP

PMP

LEAN

Job description

Boston Medical Center (BMC) seeks an Associate Director of Patient Experience to lead a small team and clinical partnerships, advancing patient-centered and equity-focused care across the BMCHS. Reporting to the Senior Director, this role shapes programs, measurement systems, and training to improve care delivery.

The role oversees education programs, rounding initiatives, dashboards, and incident response, translating data into actionable insights, and guiding cross-functional projects.