Director, Patient Experience & Service Excellence

Wellstar Health System, Inc.; United States; On-site; USD 160,000 - 210,000; Full time

Job summary

Wellstar Health System is seeking a Director of Patient Experience to provide strategic direction and foster a culture of patient and family-centered care. You will guide design and implementation of patient experience programs across inpatient, ED, ambulatory, and surgery services, collaborating with physicians and leadership to achieve consumer engagement goals.

The role requires leadership of multiple departments, budget oversight, and strong regulatory knowledge.

Qualifications

• Bachelor degree in health administration, business, or health science.
• Master’s degree preferred for advanced leadership roles.
• CPXP certification within 120 days is required.
• Experience with CMS and Joint Commission standards is essential.

Responsibilities

• Lead patient experience initiatives to meet system goals.
• Oversee hospital-wide service excellence programs.
• Ensure regulatory compliance for patient grievances.
• Coordinate with leadership on performance improvement plans.
• Manage budget and human resources for the department.

Skills

CMS compliance

CAHPS administration

Patient experience best practices

CMS regulations

Joint Commission standards

Collaboration

Communication

Organizational skills

Customer service

Crisis management

Education

Bachelor’s Health Administration / B.A. in Management / Health Science

Masters, related field - Preferred

CPXP - Certified Patient Experience Professional

CPXP-Certified Professional of Patient Experience

Tools

Budgeting

Data analysis

Job description

Wellstar Health System is seeking a Director of Patient Experience to provide strategic direction and foster a culture of patient and family-centered care. You will guide design and implementation of patient experience programs across inpatient, ED, ambulatory, and surgery services, collaborating with physicians and leadership to achieve consumer engagement goals.

The role requires leadership of multiple departments, budget oversight, and strong regulatory knowledge.