Head of Patient Experience and Service Excellence

MedStar Health; Clinton (MD); On-site; USD 95,000 - 182,000; Full time

Job summary

MedStar Southern Maryland Hospital Center in Clinton, MD (part of MedStar Health) is seeking a Director of Patient Experience to foster a culture of patient- and family-centered care and service excellence. You will provide strategic direction, collaborate across departments, and design programs to advance patient experience and staff development.

You will lead improvement initiatives, set performance expectations, and measure outcomes with standardized tools while aligning people, processes,

Qualifications

• Bachelor's degree in Nursing or Health Administration or related field required.
• Statistical analysis skills preferred.
• Training in quality improvement and/or project management; Lean Six Sigma Green/Black Belt required

Responsibilities

• Directs patient experience improvement activities and sets measurable goals.
• Leads strategic planning and resource allocation for service excellence.
• Develops frameworks and protocols for patient experience initiatives.
• Coaches leaders and staff to improve service excellence outcomes.
• Monitors HCAHPS trends and federal requirements.
• Serves as Co-chair of PFACQS and Hospital HCAHPS Committee.

Skills

Leadership

Statistical analysis

Quality improvement

Education

Bachelor's degree in Nursing, Health Administration, Public Health, Business Administration, Healthcare preferred

Job description

MedStar Southern Maryland Hospital Center in Clinton, MD (part of MedStar Health) is seeking a Director of Patient Experience to foster a culture of patient- and family-centered care and service excellence. You will provide strategic direction, collaborate across departments, and design programs to advance patient experience and staff development.

You will lead improvement initiatives, set performance expectations, and measure outcomes with standardized tools while aligning people, processes,