Director of Patient and Family Experience

Under general supervision of the Sr. Vice President of Patient Services/CNO, the Director of Patient & Family Experience is accountable for providing leadership, facilitation and coordination of all Patient and Family Experience initiatives within GBMC Hospital. The Director drives a culture of service excellence by translating organizational values into measurable behavioral standards and actionable improvement programs. This role serves as the hospital-wide expert on patient experience, HCAHPS performance, and service recovery, partnering with clinical, operational, and administrative leaders to achieve exceptional outcomes for patients, families, and staff. The Director is responsible for developing annual strategic business plans, overseeing data analytics, designing evidence-based training and coaching programs, leading performance improvement initiatives, and championing a just culture that elevates patient safety, employee engagement, and fiscal performance. Education: Master’s degree in Nursing, Health Administration (MHA), Business Administration (MBA), or related field preferred. Bachelor’s degree in Nursing preferred, with a commitment to attain a Master’s degree within five (5) years of hire. Doctoral preparation in a relevant discipline is a plus. Licensures/Certifications: RN License preferred (Certification in specialty preferred within 18 months of starting position) Experience: • Minimum five (5) years of progressive leadership experience in a healthcare or highly regulated industry, with direct accountability for patient experience, service excellence, or quality improvement. • Graduate of an accredited clinical program (nursing, allied health, etc.); prior bedside or direct care experience strongly preferred • Demonstrated track record of driving measurable improvement in HCAHPS and Press Ganey scores, ideally at or above the 75th percentile. • Proven experience with change management, performance improvement methodologies (e.g., Lean/Six Sigma, PDSA), and root cause analysis. • Experience developing and managing annual strategic business plans and departmental budgets. • Experience providing service recovery consultation, education, and training to diverse clinical and non-clinical audiences. • Experience with incident investigation and collaboration with quality, risk, and regulatory teams. • Knowledge of CMS, TJC regulatory requirements, patient rights, and protected health information standards. • Knowledge of the Maryland Quality Based Reimbursement program • Background in designing and facilitating leadership and staff development programs • Deep Knowledge of HCAHPS, Press Ganey, and other patient satisfaction survey tools and vendor management. • Proficiency in data analysis: ability to interpret complex patient experience data sets, identify trends, and translate finding into compelling narratives and actionable improvement plans. • Demonstrated ability to lead by influence across a matrixed organization, engaging physicians, executives, frontline staff, and patients/families. • Strong coaching, mentoring, facilitation, and presentation skills; able to deliver impactful training at all organizational levels. • Exceptional interpersonal and written communication skills with a polished, professional presence. • Skilled in project management, conflict resolution, change management, and multi-disciplinary group dynamics. • High-degree of personal accountability; models exemplary customer service behaviors and holds others to the same standard. • Knowledge of performance and systems improvement, patient safety, and reliability science. • Proficiency in Microsoft Office Suite; familiarity with data visualization tools preferred. • Emotional Intelligence and the ability to remain composed and effective under pressure. • Ability to identify, design, and implement innovative processes to continually improve patient care and service. Pay Range $102,875.17 - $185,175.30 Final salary offer will be based on the candidate's qualifications, education, experience and alignment with our organizational needs. Equal Employment Opportunity GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law. Situated in scenic Towson, GBMC represents more than just a hospital; it's a legacy of over 60 years in premier healthcare. Our beautiful suburban campus is home to a facility with over 250 beds, 23,000 admissions, and 52,000 emergency room visits each year. GBMC is currently seeking talented, compassionate employees to support patients of the communities we serve. GBMC has also been named “best place to work!” At GBMC Health Partners, we don't just provide comprehensive medical care – we build lasting relationships. When it comes to the care of our patients, for us, it's personal. Whether you’re a physician leading proactive health strategies, a nurse practitioner providing care, or a medical assistant ensuring seamless operations, your role here is pivotal. At Gilchrist, we transcend traditional hospice care. Every individual's journey is unique, and we pride ourselves on being there, every step of the way. For over three decades, Gilchrist has stood as a pillar of compassion and dedication as Maryland's premier nonprofit provider for serious illness and end-of-life care. We are more than just a hospice; we are a life-affirming promise ensuring every moment is lived to its fullest. Hospice of Washington County (HWC), situated in Hagerstown, MD, is the only licensed provider for hospice care within Washington County. Our team of committed professionals understands the importance of ensuring that every individual is able to LIVE their life to the fullest. The focus is on caring for the individual, not the cure. Hospice focuses on helping a person live; making the most of each minute, hour, day, week and month they may have during the final season of life. It is about allowing self-determined life closure; individuals remain the decisions makers of how they will spend their precious days, weeks, and months. Hospice focuses on quality of life, not quantity. We provide hospice care wherever the individual designates as their home. That can be in a private residence, nursing home, or assisted living facility. Hospice care is available to patients of any age, religion, race, or illness. Hospice care is covered under Medicare, Medicaid, most private insurance plans. What We Offer: Competitive salary and generous paid time off Free parking Monthly MTA bus pass subsidy-85% paid by GBMC "if applicable" Company subsidized onsite fitness and wellness center "if applicable" Pre-paid tuition to pursue professional development, additional certifications, and degree programs Comprehensive health, dental, and vision coverage 401 (a) and 403 (b) retirement savings plan