Director, Patient Experience & Service Excellence

CHRISTUS Health; Alamogordo (NM); On-site; USD 120,000 - 180,000; Full time

Job summary

CHRISTUS Health in Alamogordo, NM seeks a Director of Patient Experience to lead strategy and initiatives to improve patient satisfaction across the hospital. The role analyzes patient engagement surveys, complaints, and grievances to drive process improvements in care delivery and outcomes, coordinating with clinical and administrative leaders.

This position requires a Bachelor's degree and CPXP certification within two years, with 5+ years in related fields.

Qualifications

• Bachelor's degree required.
• Master's degree preferred.
• 5 years of education, customer service, or process improvement experience.
• Experience in leading and managing multi-functional teams to improve processes.
• Experience in using both qualitative and quantitative consumer information to drive customer satisfaction.
• Experience in a healthcare setting is required.
• Certified Professional in Patient Experience (CPXP), required within two years of hire.

Responsibilities

• Plans and coordinates the overall hospital program strategy to achieve excellent patient experience.
• Develops improvement programs based on identified patient experience needs; analyzes and interprets surveys, works with directors and managers to achieve outcomes.
• Collaborates with departments to drive initiatives designed to improve patient experience.
• Accountable for making measurable improvements in patient experience and achieving CHRISTUS targets.
• Liaises with staff on complaint management and regulatory documentation; provides education on patient rights and service quality.
• Leads multi-disciplinary teams on patient experience initiatives.
• Ensures action plans are completed on time and on budget.
• Presents outcomes to hospital leadership and committees.

Skills

Leadership

Communication

Data analysis

Project management

Healthcare experience

Education

Bachelor's degree

Master's degree

Tools

CPXP certification

Job description

CHRISTUS Health in Alamogordo, NM seeks a Director of Patient Experience to lead strategy and initiatives to improve patient satisfaction across the hospital. The role analyzes patient engagement surveys, complaints, and grievances to drive process improvements in care delivery and outcomes, coordinating with clinical and administrative leaders.

This position requires a Bachelor's degree and CPXP certification within two years, with 5+ years in related fields.