Director, Associate and Patient Experience search

Job Description

Job Description

LHH Recruitment Solutions is working with a client to fill a Director of Patient Experience position. This role will sit in either the Northern VA office or the Raleigh, NC office. Relocation is available. Compensation for the role is based on experience and will range from $150-$170K per year.

The Director of Patient Experience provides strategic and operational leadership for programs that improve the patient and family experience across the organization. This leader partners with clinical, operational, and administrative teams to strengthen service excellence, improve satisfaction and service recovery outcomes, analyze feedback and performance trends, support grievance resolution, and build a culture of patient-centered care, accountability, compassion, and continuous improvement.

Key Responsibilities

· Lead the organization's patient experience strategy and collaborate with leaders across departments to improve service, communication, and patient-centered care.

· Use patient feedback, survey results, complaint and grievance data, and operational metrics to identify trends, prioritize improvement efforts, and track results.

· Oversee service recovery, patient relations, training, coaching, and engagement initiatives that strengthen empathy, accountability, and consistency in the care experience.

· Prepare leadership updates, support regulatory and accreditation readiness related to patient rights and experience, and manage staff, resources, and related vendor or program needs as applicable.

· Hire, mentor, and develop team members while fostering cross-functional collaboration and continuous improvement.

Qualifications

· Bachelor's degree in healthcare administration, business administration, nursing, public health, hospitality, or a related field required; master's degree preferred.

· Seven or more years of progressive leadership experience in patient experience, healthcare operations, service excellence, quality improvement, or a related healthcare setting.

· Demonstrated ability to lead cross-functional initiatives, influence stakeholders, analyze qualitative and quantitative data, and translate insights into measurable operational improvement.

· Strong knowledge of patient-centered care, service recovery, complaint and grievance processes, patient rights, privacy, safety, and related regulatory or accreditation standards.

· Excellent communication, facilitation, coaching, conflict resolution, and change leadership skills.

· Experience in an acute care hospital, ambulatory network, or multi-site healthcare system and familiarity with patient satisfaction programs, dashboards, and change management methodologies preferred.

· Professional certification related to patient experience or healthcare quality, such as CPXP, Lean, Six Sigma, or similar credentials, is preferred.

Benefits Offered include:

• Career Development and Training Opportunities
• Participate in a comprehensive benefits package including medical and dental coverage, tax-free savings plans, life insurance and more
• Participate in our Vision coverage and associate discounts on our products
• Participate in our 401(k) with competitive company match
• Accrue PTO and paid holidays from day one

Pay Details: $150,000.00 to $170,000.00 per year

Search managed by: Laura Rowe

Equal Opportunity Employer/Veterans/Disabled

Military connected talent encouraged to apply

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