Director of Patient and Family Experience

Job description

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 required, with a commitment to attain a Master’s degree within f...