Head of Patient Experience & Service Excellence

Archbold; Thomasville (GA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical / Dental

Retirement Plan

PTO and paid life insurance

Work/Life Balance

Job summary

Archbold Medical Center seeks a Director of Patient Experience to lead patient-centered care initiatives across the system. The role requires strong collaboration with clinical and non-clinical teams to advance communication, responsiveness, and overall care experience.

The director will ensure compliance with CMS, Joint Commission, and CAHPS requirements, manage patient concerns, and guide improvement projects, staffing, and performance feedback in a fast-paced healthcare setting.

Qualifications

• Bachelor's degree in Healthcare Administration, Health Science, or related field is required.
• Minimum five years in a hospital or healthcare setting with at least two years in management or supervision.
• Experience managing projects or leading improvement work, preferably patient experience related.
• Able to collaborate with clinical and non-clinical teams and support patients and families.
• Ability to lead improvements in communication, responsiveness, and care experience.

Responsibilities

• Lead patient experience strategy and improvements across the organization.
• Partner with hospital leaders and stakeholders to align priorities with goals.
• Ensure CMS, Joint Commission, CAHPS and complaint/grievance requirements are met.
• Use data to identify trends and drive education and standard work for sustainable results.
• Provide leadership and coaching for service excellence and patient relations.

Skills

Patient experience standards

CMS/Joint Commission knowledge

CAHPS processes

Complaint and grievance resolution

Strong communication

Crisis management

Education

Bachelor's degree in Healthcare Administration/Health Science

Master's degree preferred

Job description

Archbold Medical Center seeks a Director of Patient Experience to lead patient-centered care initiatives across the system. The role requires strong collaboration with clinical and non-clinical teams to advance communication, responsiveness, and overall care experience.

The director will ensure compliance with CMS, Joint Commission, and CAHPS requirements, manage patient concerns, and guide improvement projects, staffing, and performance feedback in a fast-paced healthcare setting.