Director, Patient Experience

The Director of Patient Experience provides strategic and operations leadership to advance a culture of exceptional, compassionate, and patient-centered care across Augusta Health. This role oversees the design, implementation, and evaluation of system-wide patient experience initiatives, ensuring alignment with organizational goals, regulatory requirements, and evidence-based best practices. The Director leads the Patient Relations and Grievance Program, ensuring compliance with CMS Conditions of Participation and DNV standards. The role also provides operational oversight for Switchboard/Communications Center, and Gift Shop/Retail operations - ensuring these departments deliver timely, safe, and service-oriented support that enhances the overall patient and family experience.

• Bachelor’s degree in healthcare administration, Nursing, Business, or related field. 
• Minimum of three years of progressive leadership experience in healthcare.

Preferred Qualifications:

• Master's degree (MHA, MBA, MSN, or related).
• CPXP, Lean, Six Sigma, or similar process improvement training. 
• Clinical experience, experience with Press Ganey, NRC, or other similar vendors.

Skills:

• Knowledge of regulatory processes, CMS conditions of Participation and DNV standards related to patient rights and grievances. Exceptional people skills and excellent communications skills. 
• Ability to work and relate with employees at all levels, to inspire and lead in cultural change. 
• Experience managing operational departments or support services. 
• Ability to meet deadlines. 
• Ability to maintain patient confidentiality. 
• Ability to develop and assist team members & providers in the implementation of patient experience activities. 
• Ability to interpret patient experience databases (CAHPS) and produce departmental and organizational appropriate reports. 
• Must be computer literate and proficient in Microsoft Office systems. 
• Strategic thinking.
• Operational excellence. 
• Data analysis and interpretation. 
• Change management. 
• Conflict resolution and mediation. 
• Strong analytical skills and emotional intelligence. 
• Communication and presentation skills . 
• Team development and coaching.
• Innovative.

Some benefits of working at Augusta Health include:

• Healthcare Benefits.
• Generous paid time off.
• Retirement savings helping you to plan for your future.
• Free onsite parking.
• 24/7 armed security to ensure your safety.
• Tuition reimbursement.
• Onsite child care.
• Augusta Health Fitness Reimbursement Program.
• Onsite credit union.
• Employee discounts including the cafeteria, gift shop, pharmacy, and movie tickets.

Company Information
Augusta Health is a mission-driven, independent, nonprofit, community health system located in Fishersville Virginia in Virginia’s scenic Shenandoah Valley. Augusta Health offers a full continuum of inpatient and outpatient which includes Augusta Medical Center a 255 bed inpatient facility and Augusta Medical Group which is comprised of 40 practice locations and four urgent care locations.

Equal Opportunity Augusta Health recruits, hires and promotes qualified candidates for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran or military discharge status, and family medical or genetic information.

Exceptional care, small town hospitality Nestled in Virginia’s beautiful Shenandoah Valley, Augusta Health is among the finest nonprofit community hospitals in America. Augusta Health opened in 1994 to continue a tradition of personalized care with small-town hospitality that began with predecessor hospitals in Staunton and Waynesboro. Today, our highly trained physicians and staff use state-of-the-art technology to provide top quality care with warmth and compassion. We offer many amenities so patients and families can be comfortable and close during difficult times. View Our Mission, Vision & Values. If you are a resident of Augusta County, Staunton, Waynesboro, or surrounding areas, you can benefit from a variety of programs we host to promote good health. If you are a dedicated healthcare professional, you will find exciting career opportunities at Augusta Health. Quick Stats for 2023 Licensed for 255 beds 124 Medical/Surgical 14 Intensive Care Unit 18 Labor and Delivery 4 Pediatric Non-traditional, Non-acute services 28 bed psychiatric unit 17 bed skilled nursing unit 8 bed rehab unit Largest local private employer Employees: 2,375+ Active Physicians: 225 APPs: 87 Volunteers: 290 Service Area: 200,000 AH Urgent Cares: 5 AH Practices: 49