Regional Director, Patient Experience & Service Excellence

Novant Health; North Carolina; On-site; USD 140,000 - 190,000; Full time

Job summary

Novant Health is seeking a Regional Patient Experience Leader to drive a unified, patient-centered strategy across the Wilmington, NC region. You will lead regional teams, translate insights into actionable improvements, and partner with clinical and operational leaders to elevate patient trust and service quality.

The role requires a visionary, inclusive leader with 7+ years in patient experience leadership, MBA/related degree preferred, and the ability to operate across multiple markets while

Qualifications

• Bachelor's degree required.
• MBA, MHA or related field preferred.
• 7 years of progressive leadership in patient experience, service excellence or operations required.
• Strong business acumen and ability to drive change in a large organization.

Responsibilities

• Lead regional execution of the systemwide patient experience strategy aligned with Novant Health’s mission and values.
• Translate system insights into regional action plans driving measurable patient experience improvements.
• Serve as strategic advisor to regional leadership on performance and opportunities.
• Ensure regional processes are evidence‑based and aligned with best practices.
• Establish a robust ecosystem for capturing and acting on patient insights.
• Oversee regional operations for Advisory, Patient Partnership, Guest Services, and Volunteer Services.
• Maintain consistent service standards across facilities within the region.
• Recruit, develop, and lead high‑performing regional teams and manage budgets.

Skills

Business acumen

Healthcare policies

Deadline management

Customer service

Complex support systems

Team leadership

Emotional intelligence

Communication skills

Problem solving

Conflict resolution

Stakeholder management

Networking

Databases

Reporting tools

Education

Bachelor's Degree

MBA

Tools

Databases

Reporting tools

Job description

Novant Health is seeking a Regional Patient Experience Leader to drive a unified, patient-centered strategy across the Wilmington, NC region. You will lead regional teams, translate insights into actionable improvements, and partner with clinical and operational leaders to elevate patient trust and service quality.

The role requires a visionary, inclusive leader with 7+ years in patient experience leadership, MBA/related degree preferred, and the ability to operate across multiple markets while