Patient Experience Director

10 Children's Healthcare of Atlanta, Inc.; United States; On-site; USD 140,000 - 230,000; Full time

Job summary

Children’s Healthcare of Atlanta is seeking a Director/Senior Director of Patient Experience to lead system-wide initiatives improving patient and family satisfaction across the care journey.

You will partner with clinical and administrative leaders, translate data into actionable improvements, and drive change management to sustain results while mentoring teams in a large pediatric health system.

Qualifications

• 3+ years of patient/customer experience leadership.
• Proven change leadership in organizational effectiveness, quality improvement, and project management.
• Ability to translate actionable insights into patient experience improvements.
• Experience collaborating with clinical partners to drive participation in improvement initiatives.

Responsibilities

• Develops system-level strategies to improve patient and family satisfaction and overall service delivery across the patient journey.
• Analyzes patient and family feedback and performance data to identify trends and opportunities for improvement.
• Defines, tracks, and reports KPIs for patient experience initiatives and measures impact.
• Leads long-term strategic patient experience projects and initiatives with measurable results.
• Partners with clinical and administrative leaders, using data-driven insights to inform improvement efforts.
• Drives change management and sustainability plans across system resources and stakeholders.
• Enhances patient experience reporting with Quality, Analytics, and IT teams for dashboards and decision-making.
• Identifies best practices and trends to apply across Children’s Healthcare of Atlanta.

Skills

Analytical skills

Team leadership

Project management

Cross-functional collaboration

Communication skills

Change management

Hospitality/service excellence

Data storytelling

Education

Master’s degree

Bachelor’s degree

No professional certifications required

Tools

Epic

Slicer Dicer

Job description

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

• 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 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 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 Children’s Healthcare of Atlanta has been 100 percent committed to kids for more than 100 years. A not-for-profit organization, Children’s is dedicated to making kids better today and healthier tomorrow. With 3 hospitals, 20 neighborhood locations and a total of 673 beds, Children’s is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children’s offers access to more than 60 pediatric specialties and programs and is ranked among the top children’s hospitals in the country by U.S. News & World Report. Children’s has been recognized as a Fortune 100 Best Place to Work, a Best Place for Working Mothers, and as a top employer for diversity and millennials. We offer a comprehensive compensation and benefit package that supports our mission, vision and values. We are proud to offer an array of programs and services to our employees that have distinguished as a best place to work in the country. Connect to our mission of making kids better today and healthier tomorrow.