Patient Experience Director

Children's Healthcare of Atlanta; Atlanta (GA); On-site; USD 120,000 - 180,000; Full time

Job summary

Children’s Healthcare of Atlanta is seeking a Senior Director to lead patient experience initiatives across the organization. You will analyze patient feedback, define KPIs, and drive cross-functional change to elevate service delivery for families.

The role requires 3+ years in patient experience leadership, strong data storytelling, and collaboration with Quality, Analytics, and IT to implement improvements.

Qualifications

• 3+ years of progressive patient/customer experience and/or service excellence experience and knowledge.
• Experience as a process change leader with demonstrated results in organizational effectiveness, quality improvement, project management and change management.
• Proven track record of identifying actionable customer insights and translating them into creative solutions that deliver results.
• Track record of building cohesive and highly engaged teams.
• Experience collaborating with clinical partners/roles to drive participation in improvement initiatives.

Responsibilities

• Develops and executes system-level strategies to improve patient and family satisfaction and overall service delivery across the entire patient journey.
• Analyzes patient and family feedback (e.g., surveys, complaints, compliments) and operational performance data to identify trends, root causes, and opportunities for improvement.
• Defines, tracks, and reports KPIs for patient experience initiatives; uses data to prioritize efforts and measure impact.
• Delivers significant and measurable business and experience results by leading several long-term strategic patient experience projects and initiatives.
• Serves as a consultant and subject matter expert to clinical and administrative leaders, using data-driven insights to inform patient and family experience improvement efforts.
• Orchestrates system resources and stakeholders to build buy-in and ensure effective execution of patient experience improvement initiatives, including change management and sustainability plans.
• Partners with Quality, Analytics, and IT teams to enhance patient experience reporting, integrate metrics into enterprise dashboards, and support data-informed decision-making.
• Identifies industry best practices and emerging trends and makes recommendations on how to apply them to the Children’s Healthcare of Atlanta system, including evaluating expected impact and return on investment.
• Prepares and delivers clear, compelling presentations to leadership and frontline teams that translate complex data and strategy into actionable next steps.

Skills

Analytical skills

Team leadership

Cross-functional collab

Project management

Epic reporting

Executive storytelling

Multi-tasking

Curiosity

Hospitality/consulting

Education

Bachelor’s degree

Master’s degree

Tools

Epic (Slicer Dicer)

Job description

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Work Shift

Day

Work Day(s)

Monday-Friday

Shift Start Time

8:30 AM

Shift End Time

5:30 AM

Worker Sub-Type

Regular

Children’s is one of the nation’s leading children’s hospitals. No matter the role, every member of our team is an essential part of our mission to make kids better today and healthier tomorrow. We’re committed to putting you first, and that commitment is at the heart of our company culture: People first. Children always. Find your next career opportunity and make a difference doing what you love at Children’s.

Job Description

This position is responsible for applying extensive knowledge of patient experience, continuous process improvement practices, project management, and change management to develop and execute strategic initiatives that support organizational patient experience goals.

Experience

• 3+ years of progressive patient/customer experience and/or service excellence experience and knowledge
• Experience as a process change leader with demonstrated results in organizational effectiveness, quality improvement, project management and change management
• Proven track record of identifying actionable customer insights and translating them into creative solutions that deliver results
• Track record of building cohesive and highly engaged teams
• Experience collaborating with clinical partners/roles to drive participation in improvement initiatives

Preferred Qualifications

• Master’s degree

Education

• Bachelor’s degree

Certification Summary

• No professional certifications required

Knowledge, Skills, and Abilities

• Strong analytical skills
• Team and project leadership
• Ability to rally and orchestrate cross functional resources/stakeholders, driving collaboration
• Project management
• Hospitality, service excellence or consulting experience
• Strong knowledge of Epic and its reporting capabilities (Slicer Dicer, etc.)
• Strong communication skills, including executive storytelling and presentation skills utilizing data
• Nimble and able to handle multiple tasks, challenges and projects
• Curious and creative

Job Responsibilities

• Develops and executessystem-level strategiesto improve patient and family satisfaction and overall service delivery across the entire patient journey.
• Analyzes patient and family feedback (e.g., surveys, complaints, compliments) and operational performance data to identify trends, root causes, and opportunities for improvement.
• Defines, tracks, and reports key performance indicators (KPIs) for patient experience initiatives; uses data to prioritize efforts and measure impact.
• Delivers significant and measurable business and experience results by leading several long-term strategic patient experience projects and initiatives.
• Serves as a consultant and subject matter expert to clinical and administrative leaders, using data-driven insights to inform patient and family experience improvement efforts.
• Orchestrates system resources and stakeholders to build buy-in and ensure effective execution of patient experience improvement initiatives, including change management and sustainability plans.
• Partners with Quality, Analytics, and IT teams to enhance patient experience reporting, integrate metrics into enterprise dashboards, and support data-informed decision-making.
• Identifies industry best practices and emerging trends and makes recommendations on how to apply them to the Children’s Healthcare of Atlanta system, including evaluating expected impact and return on investment.
• Prepares and delivers clear, compelling presentations to leadership and frontline teams that translate complex data and strategy into actionable next steps.

Children’s Healthcare of Atlanta is an equal opportunity employer committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, sex, religion, national origin, citizenship, age, veteran status, disability or any other characteristic covered by applicable law.

Primary Location Address

1575 Northeast Expy NE

Job Family

Director/Senior Director