Director, Patient Experience & Service Excellence

WellStar Health System; United States; On-site; USD 110,000 - 150,000; Full time

Job summary

Wellstar Health System in the United States seeks a Director of Patient Experience to provide strategic direction for patient and family centered care. You will lead deployment of The Wellstar Experience, oversee hospital‑wide patient experience programs, and partner with leaders, staff and physicians to improve consumer engagement outcomes.

Responsibilities include driving satisfaction across inpatient, ED, ambulatory and surgical services; managing complaints, budget and human resources; and

Qualifications

• Deep knowledge of CMS compliance and CAHPS administration.
• Experience leading patient experience programs across hospital services.
• Strong collaboration with physicians, nursing and leadership teams.

Responsibilities

• Lead patient experience efforts to achieve system goals across inpatient, ED, surgery, ambulatory and essential services.
• Oversee development of performance improvement plans and align with CMS and Joint Commission standards.
• Manage complaints/grievances, service excellence programs, and patient experience data analysis.

Skills

Leadership

Strategic planning

CMS compliance

Communication

Education

Bachelor's Health Administration

Bachelor's Business Administration/Management

Bachelor's Health Science

Master's in related field

Tools

CAHPS administration

CMS guidelines tracking

Job description

Wellstar Health System in the United States seeks a Director of Patient Experience to provide strategic direction for patient and family centered care. You will lead deployment of The Wellstar Experience, oversee hospital‑wide patient experience programs, and partner with leaders, staff and physicians to improve consumer engagement outcomes.

Responsibilities include driving satisfaction across inpatient, ED, ambulatory and surgical services; managing complaints, budget and human resources; and