Director, Patient Experience

We are recruiting for a motivated Director, Patient Experience to join our team!

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Department

Patient Experience

Job Summary

The Director of Patient Experience provides strategic and operational leadership for Denver Health's enterprise-wide patient experience program. This role is responsible for shaping and executing strategies that improve how patients and families experience care across the organization.

The Director leads system-wide efforts related to patient advocacy, service excellence, experience education and coaching, data analytics and reporting, and the execution of patient experience improvement initiatives. In close partnership with executive, clinical, and operational leaders, the Director aligns patient experience priorities with organizational goals and advances Denver Health's commitment to trust, equity, and human-centered care by embedding patient voice, accountability, and continuous improvement across the care continuum.

The Director manages key patient experience resources, including vendor partnerships, budgets, and measurement approaches, and is accountable for experience performance, regulatory compliance related to grievances, and the sustainability and impact of patient experience initiatives. The Director directly supervises the Service Excellence Manager and the Patient Advocate team and serves as a trusted advisor on patient experience strategy, performance, and improvement.

Essential Functions:

• Contribute to the development of the enterprise patient experience vision and strategy in partnership with the Chief Patient Experience Officer and organizational leaders, and lead execution of the shared strategy across the system. (15%)
• Lead the system-wide patient experience program, including experience education, coaching, fac15ilitation, and consultation for leaders, managers, and frontline teams to strengthen patient-centered behaviors and service excellence. (15%)
• Oversee patient experience data analytics and reporting, integrating patient experience surveys/metrics, grievances, patient portal feedback, executive complaints, and other feedback sources to identify trends, benchmark performance, prioritize improvement, and inform organizational decision-making. (15%)
• Provide operational oversight of Patient Advocacy and Service Excellence, ensuring timely, consistent, and compliant management of complaints, grievances, and service recovery in accordance with CMS, CDPHE, and Joint Commission standards. (15%)
• Partner with clinical and operational leaders across the organization, anticipating emerging issues, strengthening interdepartmental collaboration, and embedding patient experience improvement into care delivery, performance improvement initiatives, and daily workflows. (15%)
• Champion a culture of service excellence, accountability, teamwork, and respectful communication, reinforcing shared responsibility for empathy, responsiveness, and patient-centered behaviors across the organization. (10%)
• Lead and develop teams and resources, including direct supervision of the Service Excellence Manager and Patient Advocate staff, stewardship of departmental budgets and financial strategies, and effective allocation of resources to support patient experience priorities. (10%)
• Serve as a trusted advisor and steward of the patient voice, including leadership of patient- and family-centered councils, participation in professional learning and benchmarking activities, and ensuring patient feedback meaningfully informs policies, improvement initiatives, and care design. (5%)

Education:

• Bachelor's Degree Health Administration, Public Health, Business, Nursing, or a related field required.
• Master's Degree Health Administration, Public Health, Business, Nursing, or a related field required (or equivalent combination of education and experience).

Work Experience:

• 10+ years progressive healthcare leadership experience, including significant responsibility in patient experience, patient relations, service excellence, or related fields required.
• 1-3 years formal people leadership or supervisory experience required.
• 1-3 years experience working in a complex, multi-site healthcare delivery system required.

Knowledge, Skills and Abilities:

• Expert knowledge of patient experience principles and practices, including patient advocacy, service excellence, experience education, and integration of patient voice across diverse care set