Director of Patient Engagement and Experience

Overview

Job Description We’re searching for a Director of Patient Experience, someone who’s ready to be part of a growing team with amazing opportunities. In this position, you will be responsible for system-wide Patient Experience and Patient and Family Engagement. This individual will lead the development and execution of strategies that enhance the patient and family experience across hospital and drive innovative initiatives that align with the organization's mission and long-term goals to deliver exceptional, family-centered care. Partner with clinical, operational, and administrative leaders to implement programs that strengthen patient engagement, provide data reports and insights, improve satisfaction outcomes, and position hospital as a national leader for service in pediatric and women's health. Effectively lead and maintain strong relationships with patients, families, and internal and external stakeholders to ensure every interaction reflects our commitment to quality, safety and service excellence in care delivery.

We are seeking an experienced leader in patient experience with a proven track record of driving measurable improvements. The ideal candidate will have demonstrated success in leading organizational change, developing and inspiring high-performing teams, and implementing strategies that enhance patient satisfaction and outcomes. Strong leadership, strategic thinking, and the ability to translate vision into sustained results are essential. Think you’ve got what it takes?

Job Duties & Responsibilities

• Lead the vision, strategy, and execution of patient and family experience programs, advising senior leaders and aligning initiatives with organizational goals to strengthen hospital’s reputation as a leader in service for pediatric and women’s health care.
• Collect and analyze patient experience data, including patient/family survey feedback, and satisfaction metrics to identify improvement opportunities. Partner with data and analytics teams to build customized dashboards and reporting tools that support real-time monitoring of performance, enabling proactive interventions and measurable outcomes.
• Lead the development and execution of strategies that actively engage patients and families as partners in care and oversee and expand Patient and Family Advisory Councils (PFACs) to reflect diverse communities and provide actionable insights for decision-making.
• Facilitate organization-wide learning by disseminating key findings, sharing best practices, and promoting transparency of patient experience metrics to build a culture of accountability. Design and deliver patient experience performance improvement tactics for clinicians and frontline staff to embed best practices across the organization.
• Provide strategic and operational leadership for the Patient Experience team, coaching, mentoring and developing team members to strengthen their skills. Monitor team performance and program outcomes, providing guidance, support, and resources to ensure consistent, high-quality delivery of service.
• Research and integrate evidence-based best practices in pediatric patient experience, monitor trends and innovations, report outcomes and benchmarks and ensure compliance with regulatory and system requirements.

Skills & Requirements

• Master's Degree Business Administration or related field required
• 5 years Supervisory/management experience, including 3 years of operations experience required
• Certification and/or licensure within a clinical discipline in areas of responsibility strongly preferred

About Us

Since 1954, Texas Children’s has been leading the charge in patient care, education and research to accelerate health care for children and women around the world. When you love what you do, it truly shows in the smiles of our patient families, employees and our numerous accolades such as being consistently ranked as the best children’s hospital in Texas, and among the top in the nation by U.S. News & World Report as well as recognition from Houston Business Journal as one of this city’s Best Places to Work for ten consecutive years.

Texas Children’s comprehensive health care network includes our primary hospital in the Texas Medical Center with expertise in over 40 pediatric subspecialties; the Jan and Dan Duncan Neurological Research Institute (NRI); the Feigin Tower for pediatric research; Texas Children ’ s Pavilion for Women, a comprehensive obstetrics/gynecology facility focusing on high-risk births; Texas Children ’ s Hospital West Campus, a community hospital in suburban West Houston; Texas Children ’ s Hospital The Woodlands, the first hospital devoted to children ’ s care for communities north of Houston; and Texas Children’s Hospital North Austin, the new state-of-the-art facility providing world-class pediatric and maternal care to Austin and Central Texas families. We have also created Texas Children ’ s Health Plan, the nation ’ s first HMO focused on children; Texas Children ’ s Pediatrics, the largest pediatric primary care network in the country; Texas Children ’ s Urgent Care clinics that specialize in after-hours care tailored specifically for children; and a global health program that is channeling care to children and women all over the world. Texas Children ’ s Hospital is affiliated with Baylor College of Medicine, one of the largest, most diverse and successful pediatric programs in the nation.

To join our community of 15,000+ dedicated team members, visit texaschildrenspeople.org for career opportunities.

Texas Children’s is proud to be an equal opportunity employer. All applicants and employees are considered and evaluated for positions at Texas Children's without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, gender identity, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.