Director-Patient Experience

Why Mayo Clinic

Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans ( - to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic.

Benefits Highlights

• Medical: Multiple plan options.

• Dental: Delta Dental or reimbursement account for flexible coverage.

• Vision: Affordable plan with national network.

• Pre-Tax Savings: HSA and FSAs for eligible expenses.

• Retirement: Competitive retirement package to secure your future.

Responsibilities

This role requires a proven operational leader who has personally driven system-wide patient experience improvement and frontline behavior change in a complex, multi-site environment. The ideal candidate balances strategic, data-driven thinking with the ability to execute, influence clinicians, and sustain results across diverse cultures and teams.

Based on-site at Eau Claire, WI or Mankato, MN (with enterprise collaboration across other MCHS sites), the Director of Patient Experience leads program execution for community and rural medicine settings across 16 hospitals and 40 clinics. This position provides strategic vision for advancing patient-experience innovation, including leveraging digital tools and technology adoption to enhance engagement, streamline processes, and improve outcomes across multiple service lines. The Director champions modernization initiatives that integrate digital platforms into patient-experience strategies while maintaining a relationship-centered culture.

The Patient Experience Director shares responsibility for developing vision, strategy and capabilities to deliver outstanding patient experiences across systems and service lines in a matrix work environment. This includes improving experience and outcomes of the Patient Experience program, enhancing the relationship-centered culture, driving change management and assuming high level oversight for the Patient Experience infrastructure. Assumes oversight of multiple work units, management of resources as it pertains to executing the Patient Experience operational plan within assigned functional areas: service consultation and improvement; service recovery and complaint management; recognition and reward ; service values and behaviors; accountability; metrics and measurement; monitoring and control; and education and training. The Director of Patient Experience is also responsible for overall direction and engagement of Patient Experience Managers and ensures mobilization of staff at multiple organizational levels to implement and continuously improve experiences of patients and families at Mayo Clinic. The director serves as a co-chair for the site Patient Experience Subcommittee, and as a member of the Enterprise Patient Experience Subcommittee. Champion or lead large scale service educational and improvement activities, experience design, research and/or other projects as assigned. For Provider Relations and international program, develops products and services and provides Patient Experience consultation expertise to clients.

Operational Change Leader: Proven experience leading and sustaining frontline patient experience transformation, with clear accountability for execution-not just strategy, analytics, or advisory work.

System-Wide Influencer in Complex Environments: Demonstrated success driving change across a highly matrixed health system with multiple sites, cultures, and micro-cultures, influencing without direct authority.

Behavior Change & Reliability Focus: Track record of leading system-level behavior change (e.g., communication standards, service behaviors, care delivery workflows) that results in measurable improvement in HCAHPS/CAHPS and patient experience outcomes.

Strategic and Executional Balance: Strong data-driven and strategic mindset, paired with the ability to translate insights into practical operational workflows that clinicians and teams adopt and sustain.

Clinical & Operational Credibility: Able to effectively partner with and influence physician, nursing, and operational leaders, coaching teams through change while setting clear expectations and accountability.

Results Ownership: Demonstrated ownership of outcomes, with experience driving standardization, monitoring adoption, and ensuring consistent performance across sites over time.

**** Travel required between campuses**

** This vacancy is not eligible for sponsorship / we will not sponsor or transfer visas for this position.

During the selection process, you may participate in an OnDemand (pre-recorded) interview that you can complete at your convenience. During the OnDemand interview, a question will appear on your screen, and you will have time to consider each question before responding. You will have the opportunity to re-record your answer to each question - Mayo Clinic will only see the final recording. The complete interview will be reviewed by a Mayo Clinic staff member and you will be notified of next steps.

Qualifications

Master's Degree in health-related (i.e., Nursing, clinical or behavioral/social sciences), Quality or Business field, and at least 5 years of progressive experience in leadership/management, Program development and Operations (planning, strategy, visioning)) and 5 years of progressive responsible experience in healthcare and/or Patient Experience is required. Excellent Communication skills, personal computer skills including Microsoft Office, Excel, and Power point, medical record (Cerner and Synthesis) required. Previous experience with design thinking/experience design, quality tools (i.e., Lean, IHI PDSA, and DMAIC), Joint Commission and applicable state and federal regulations preferred.

The Director of Patient Experience demonstrates excellent leadership skills including visioning, strategic thinking, execution of programs/ initiatives, program and change management, operational and systems thinking, problem solving, conflict resolution/negotiation, team building, statistics, and experience design/ quality improvement. Demonstrates relationship-centered care - the ability to build interpersonal relationships, trust and rapport with others. Must demonstrate leadership ability, knowledge of health care industry and experience working with multiple service lines within a matrix structure.

Experience with data analytics, complaint management, coaching, process consulting, project management and problem- solving abilities preferred. The ability to work independently, manage multiple projects and maintain a high degree of professionalism and confidentiality is essential. Requires sophisticated verbal and written communication skills, and collaboration with counterparts across the Enterprise. Must be able to function objectively in sensitive and stressful situations, and work autonomously. Experience with analyzing information and qualitative and quantitative data and understand technologies used to advance the Patient Experience. Quality Fellows Silver or Gold Certification encouraged. Patient experience preferred.

Additional Preferred Qualifications

• Strategic leadership and vision

• Ability to co-create and execute a system-wide patient experience strategy across multiple hospitals and clinics in a matrix environment.

• Skilled in change management and aligning diverse stakeholders toward common goals.

• Digital transformation and innovation

• Proven experience driving adoption of digital tools

• Comfort with leveraging technology for data-driven decision-making and continuous improvement.

• Relationship-centered leadership

• Ability to build trust and collaboration across clinic and non-clinical teams including physicians

• Strong communication and influence skills to maintain a collaborative culture while implementing initiatives

Exemption Status

Exempt

Compensation Detail

$112,569.60 - $168,875.20/ year; Education, experience and tenure may be considered along with internal equity when job offers are extended.

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period

80

Schedule Details

Normal Business Schedule

International Assignment

No

Site Description

Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is. (

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the "EOE is the Law" ( . Mayo Clinic participates in E-Verify ( and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

Recruiter

Lynnette Fleshman

Equal opportunity

As an Affirmative Action and Equal Opportunity Employer Mayo Clinic is committed to creating an inclusive environment that values the diversity of its employees and does not discriminate against any employee or candidate. Women, minorities, veterans, people from the LGBTQ communities and people with disabilities are strongly encouraged to apply to join our teams. Reasonable accommodations to access job openings or to apply for a job are available.