Director of Patient Experience

Site: Mass General Brigham Incorporated

 

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

 

 

Job Summary

The Patient Experience Director partners with and supports the Chief Patient Experience Officer (CPEO) to define, direct, coordinate, and continuously improve patient experience strategy, policy, measurement, and initiatives across the system.

 

Qualifications

Key responsibilities include:

• Overseeing implementation and day-to-day management of patient experience surveys through our vendor, including managing vendor relationships, survey comments, transparency, consistent comment review, adjudication, and appeals support.
• Maintaining and enhancing the patient experience dashboard and performance metrics.
• Leading the team that monitors site-level patient experience, identifying risks and opportunities for improvement through data analysis.
• Researching best practices, developing guidelines and improvement materials, and collaborating with stakeholders to create targeted improvement plans aligned with the OCMO Quality strategy.
• Supporting the CPEO in developing patient communication strategies, policies, and measurements, including Patient Gateway emails and texting.
• Assisting the CPEO as business owner of Patient Gateway and collaborating closely with the VP of Digital Patient Experience.
• Representing the organization at external conferences and industry forums, building partnerships, and positioning the organization as a leader in patient experience innovation and transformation.

This role requires high-level cross-functional collaboration with CMOs/ACMOs, CNOs, Marketing and Communications, and Digital teams to drive patient experience improvements.

 

Additional Job Details (if applicable)

Implement and manage patient experience surveys through an external survey vendor. Oversee the vendor relationship, contract management, survey implementation, ongoing maintenance, logistics, and data reporting.
• Manage vendor portals, content, data extraction, training, and change control processes.
• Lead patient experience reporting and analytics by defining specifications and collaborating with data teams to ensure reports meet business needs.
• Oversee creation, maintenance, and enhancement of patient experience dashboards and performance metrics.

2.  Implement and manage survey comments and transparency:

• Comments review for employed physicians across the enterprise
• Maintenance of patient experience report lists/audits
• Support service alert processes across the enterprise  

3.    Collaborates with internal teams, including marketing, communications, and digital, to develop and review patient-facing materials. Manages coordination of urgent patient communications, including content drafting as needed.

4.  With the CPEO, proactive identification of PE opportunities for improvement as well as areas of risk

• Execute observations at sites/clinics to identify drivers of improvement and / or excellence to inform improvement plans
• With the CPEO, design, develop, and oversee the implementation of strategic organizational initiatives for the improvement of patient experience and satisfaction
• Collaborate with site defined leaders / leads of improvement, proactively identify gains and slippage to improvement
• Researches best practices for patient experience improvement, develops guidelines and materials, working with stakeholders as necessary to develops plans for improvement

5. Partners with the CPEO to develop frameworks, guidelines, and policies for patient communication channels, including patient portals, clinical emails, texting, website content, questionnaires, and various patient feedback surveys.

6. Mentor and develop patient experience teams, ensuring high performance and fostering a culture of accountability and excellence.

 

Remote Type

Hybrid

 

Work Location

399 Revolution Drive

 

Scheduled Weekly Hours

40

 

Employee Type

Regular

 

Work Shift

Day (United States of America)

 

EEO Statement:

Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualifie