Director Patient Experience (Full-Time/Day) Center City

Job Details

The Director of Patient Experience partners with the Vice President of Patient Experience and executive leadership to cultivate a patient- and family-centered culture, positioning Thomas Jefferson University Hospital, Inc. (TJUH, Inc.) as a national leader in care experience.

This role designs and executes strategies that improve patient, family, and employee experiences, advancing organizational goals and enhancing performance on CAHPS and other public reporting metrics. The Director serves as a subject matter expert and change agent, leveraging data, performance improvement (PI) methods, and evidence-based practices to drive sustained improvements across the system.

The Director provides operational and administrative leadership for Patient Experience, Language Services, Patient Services, Guest Relations, and Volunteer Services, with responsibility for budgets, compliance, strategic execution, and daily operations.

Job Description

Strategic Leadership & Culture

• Design, implement, and evaluate strategies that advance TJUH, Inc.’s patient and family experience goals.
• Align department activities with organizational strategy and communicate progress and outcomes to senior leadership.
• Act as the subject matter expert on patient experience standards, service excellence, and compliance.
• Foster a culture of patient- and family-centered care by mentoring leaders and staff in best practices.

Performance Improvement & Data Analytics

• Identify opportunities for improvement and implement PI interventions using data-driven methods.
• Oversee survey platforms, patient rounding systems, and related third-party vendor contracts.
• Track, analyze, and report trends in patient experience data to inform strategy and decision-making.
• Ensure processes for timely, complete complaint and grievance resolution that comply with CMS and regulatory standards.
• Periodically review the Service Recovery Process to ensure effectiveness.

Operations & Program Oversight

• Provide leadership and oversight for Patient Experience, Language Services, Patient Relations, Guest Relations, and Volunteer Services.
• Develop, monitor, and manage cost center budgets.
• Ensure consistent and competent delivery of patient-facing services.
• Maintain compliance with regulations governing language access, patient rights, and grievance processes.

People Leadership

• Recruit, develop, and retain a high-performing team.
• Provide coaching, mentoring, and performance management aligned with organizational standards.
• Cultivate teamwork, interdepartmental collaboration, and a culture of accountability.
• Support staff professional development through training, mentorship, and continuing education.

• Duties as assigned

• Maintain professional competency through participation in professional organizations and continuing education.

Minimum Education and Experience Requirements:

Education:

• Bachelor’s degree in Business Administration, Healthcare Administration, Hospitality Services, or Sociology required.
• Master’s degree preferred.

AND

Experience:

• Minimum of 5 years of management experience in a healthcare or related field required; consulting, data analysis, or PI experience preferred.
• Proven success leading teams and implementing organizational change.

position 

Minimum Certifications, Registration or License Requirements:

Certified Patient Experience Professional (CPXP) preferred.

Work Shift

Workday Day (United States of America)

Worker Sub Type

Regular

Employee Entity

Thomas Jefferson University Hospitals, Inc.

Primary Location Address

111 S 11th Street, Philadelphia, Pennsylvania, United States of America

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research.