Director of Patient Experience

Director of Patient Experience | Boston Childrens HospitalThe Director of Patient Experience is a leadership role with direct management responsibility for multiple patient-facing and experience-focused functions, including volunteer services. This position leads a robust, interdisciplinary program and is empowered with the authority, resources, and organizational support necessary to drive meaningful, sustainable improvements in patient and family experience across the hospital.Key ResponsibilitiesLeadership & StrategyDevelop and implement a comprehensive patient experience strategy aligned with organizational mission, values, and quality goals.Serve as a thought leader and champion for patient- and family-centered care practices across departments.Collaborate with executive leadership to integrate experience metrics into strategic planning and performance dashboards.Provide direct leadership, supervision, and professional development for patient experiencerelated staff and programs, fostering accountability, collaboration, and continuous improvement.Establish clear goals, performance expectations, and outcomes for all patient experience functions under their oversight.Serve as an operational leader of patient experience and volunteer services with the authority to implement changes, standardize practices, and influence workflows in partnership with clinical and administrative leadership.Patient & Family EngagementDesign and implement programs that enhance patient and family engagement, including rounding, advisory councils, and feedback pathways.Partner with patients, families, and community stakeholders to understand needs, preferences, and opportunities to improve care experiences.Lead initiatives that improve communication, cultural responsiveness, and health literacy.Measurement & ImprovementOversee patient experience measurement frameworks including surveys (e.g., HCAHPS or pediatric equivalents), real-time feedback tools, and qualitative insights.Responsible for the build and survey methodology of Press Ganey suite.Analyze qualitative and quantitative data to identify trends, root causes, and opportunities for improvement.Lead performance improvement teams and collaborate with quality, safety, and clinical leaders to ensure action planning and follow-through.Staff Engagement, Education & CoachingProvide education, coaching, and resources to staff and leaders related to service excellence, communication best practices, and experience standards.Partner with HR and Organizational Learning & Development to embed experience competencies in onboarding and ongoing training.Coach leaders on managing feedback, supporting frontline staff, and fostering a culture of empathy and accountability.Service Recovery & Issue ResolutionOversee escalation and resolution of complex patient/family concerns, ensuring timely, compassionate, and appropriate follow-through.Standardize service recovery processes and equip teams with tools to resolve issues at the point of care.Partnerships & InnovationCollaborate with departments such as Quality, Safety, Nursing, Social Work, Child Life, and Diversity, Equity & Inclusion to integrate experience-enhancing best practices.Stay current on emerging trends, benchmarks, and evidence-based practices to advance the patient experience program.Education & ExperienceBachelor's degree required. Master's degree in healthcare administration, Nursing, Public Health, Social Work, or related field preferred.Minimum 710 years of progressive experience in patient experience, quality improvement, service excellence, or related healthcare leadership.Demonstrated success in leading cross-functional initiatives and driving measurable improvements in patient/family satisfaction outcomes.Status: Full-TimeRegular, Temporary, Per Diem: RegularStandard Hours per Week: 40Pay Range: $132683.20-$212295.20 AnnualOffice/Site Location: BrightonJob Posting Category: Hospital OperationsRemote Eligibility: Part Remote/Hybrid