DIRECTOR OF PATIENT EXPERIENCE

Education Requirements

Bachelors Degree required in Healthcare Administration, Health Science, or a related field. Masters Degree preferred.

Director of Patient Experience

Bachelors Degree required in Healthcare Administration, Health Science, or a related field. Masters Degree preferred.

Experience: The position requires at least five years of experience in a hospital or healthcare environment, including a minimum of two years in a management or supervisory role. Candidates should also have at least two years of experience managing projects or leading improvement work, preferably related to patient experience, service recovery, patient relations, customer service, or healthcare process improvement. The ideal candidate will be able to work collaboratively with clinical and non-clinical teams, support patients and families through concerns or difficult conversations, and help advance initiatives that improve communication, responsiveness, and the overall care experience.

Required skills include a strong working knowledge of patient experience standards, CMS and Joint Commission expectations, CAHPS processes, and complaint and grievance resolution. The Director must be able to organize work effectively, assess current processes, and lead practical improvements in a fast-paced healthcare environment. This role requires strong communication throughout all levels of the organization, along with presentation, customer service, negotiation, and crisis-management skills. The position also requires the ability to collaborate across departments, influence others without direct authority, work independently, guide team activities, and provide feedback on performance and outcomes.

Supervises: None

Supervised By: Vice President of Quality and Patient Safety

Performance Standards

• Organization Wide Maintains a professional image.
• Makes a conscientious effort to help maintain a clean, safe and secure environment.
• Assumes responsibility for institutional requirements.
• Customer Service
• Interpersonal skills.
• Demonstrates pride in the organization.
• Strives to work well as a team member.

Director of Patient Experience Responsibilities

• Lead patient experience strategy and improvement efforts across the organization by developing, implementing, and monitoring action plans that support measurable improvement in patient-centered care, service excellence, communication, responsiveness, and overall patient and family experience.
• Partner with hospital leaders, department managers, physicians, staff, and system stakeholders to align patient experience priorities with organizational goals, support department-level planning, and promote accountability for progress toward established performance targets.
• Support compliance with applicable CMS, Joint Commission, CAHPS, complaint and grievance, and patient experience requirements by collaborating with responsible departments to promote timely identification, review, resolution, documentation, reporting, and follow-up of patient concerns and related improvement opportunities.
• Use internal and publicly reported patient experience data to identify trends, recognize low-performing areas, communicate findings to operational leaders, and facilitate education, process improvement, and standard work that supports sustainable results and regulatory readiness.
• Provide leadership, coaching, and subject matter expertise for service excellence, patient relations, customer service, volunteer services, and related patient experience initiatives, including support for staffing, team development, performance feedback, and a professional, patient-centered culture.

Performance Evaluation

All Performance Standards are expected to be met and evaluation will be based on goals determined annually.

Perks/Benefits (for eligible employees)

• Have optimal opportunity for career growth within our growing organization
• Medical / Dental
• Retirement Plan
• PTO and paid life insurance

What Sets Us Apart

Archbold Medical Center is a four-hospital, four-nursing-home health system with 540 patient beds. We employ more than 2,500 people and boast an outstanding medical staff of nearly 200 qualified physician specialists. Our flagship hospital, Archbold Memorial Hospital, is a 264-bed hospital located in Thomasville, Georgia. Our system hospitals, also in Georgia, are Archbold Brooks Hospital in Quitman, Archbold Grady Hospital in Cairo, and Archbold Mitchell Hospital in Camilla.

For 100 years, Archbold has been synonymous with high-quality, compassionate medical care. While our exemplary facilities have helped us maintain an excellent reputation, our team members are what makes Archbold special.

You are unique. You have skills and a strong passion for helping people. You also have personal goals, and Archbold wants to help you achieve them. We are a diverse healthcare system that promotes teamwork, continuing education, and leadership, and we are committed to recruiting and retaining the best healthcare professionals to join our Archbold team.

What We Offer

We know that your time and expertise are valuable, and to help our employees be at their best and make the most of their employment experience, we offer a comprehensive and generous benefits package that helps our employees and their families meet the challenges of everyday living.

We strive to be a workplace of choice, and from high-quality medical and dental care benefits to retirement benefits that help build wealth for your future, Archbold is proud to offer our employees one of the best benefits packages in the area.

Benefits

• Work/Life Balance
• Planning for the Future
• Low-Cost Prescriptions
• Health & Wellness Benefits
• Planning for Life’s Unexpected Moments
• Helping You to Advance Your Career

Mission

To provide safe, innovative and compassionate care for our communities.

Vision

A healthier region, stronger communities, meaningful work, and trusted care.