Director, Patient Experience

The Director of Patient Experience provides strategic and operations leadership to advance a culture of exceptional compassionate and patient-centered care across Augusta Health. This role oversees the design implementation and evaluation of system-wide patient experience initiatives ensuring alignment with organizational goals regulatory requirements and evidence-based best practices. The Director leads the Patient Relations and Grievance Program ensuring compliance with CMS Conditions of Participationand DNVstandards. The role also provides operational oversight for Switchboard/Communications Center and Gift Shop/Retail operations - ensuring these departments deliver timely safe and service-oriented support that enhances the overall patientandfamily experience.

Minimum Qualifications

• Bachelors degree in healthcare administration Nursing Business or related field.
• Minimum of three years of progressive leadership experience in healthcare.

Preferred Qualifications

• Masters degree(MHA MBA MSN or related).
• CPXP Lean Six Sigma or similar process improvement training.
• Clinical experience experience with Press Ganey NRC or other similar vendors.

Skills

• Knowledge of regulatoryprocesses CMS conditions ofParticipationand DNV standards related to patient rights and grievances.Exceptional people skills and excellentcommunicationsskills.
• Ability to work and relate with employees at all levels to inspire and leadincultural change.
• Experience managing operational departments or support services.
• Ability to meetdeadlines.
• Ability tomaintainpatientconfidentiality.
• Ability to develop andassistteam members& providersin the implementation of patient experienceactivities.
• Ability to interpret patient experience databases (CAHPS) and producedepartmental and organizationalappropriatereports.
• Must be computer literate and proficient in Microsoft Officesystems.
• Strategic thinking
• Operational excellence
• Data analysis and interpretation
• Changemanagement.
• Conflict resolution and mediation
• Strong analytical skills and emotional intelligence
• Communication and presentation skills
• Team development and coaching
• Innovative

Some benefits of working at Augusta Health include:

• Healthcare Benefits
• Generous paid time off
• Retirement savings helping you to plan for your future
• Free onsite parking
• 24/7 armed security to ensure your safety
• Tuition reimbursement
• Onsite child care
• Augusta Health Fitness Reimbursement Program
• Onsite credit union
• Employee discounts including the cafeteria gift shop pharmacy and movie tickets

Company Information
Augusta Health is a mission-driven independent nonprofit community health system located in Fishersville Virginia in Virginias scenic Shenandoah Valley. Augusta Health offers a full continuum of inpatient and outpatient which includes Augusta Medical Center a 255 bed inpatient facility and Augusta Medical Group which is comprised of 40 practice locations and four urgent care locations.

Equal Opportunity
Augusta Health recruits hires and promotes qualified candidates for employment without regard to age color disability gender identity or expression marital status national or ethnic origin political affiliation race religion sex (including pregnancy) sexual orientation veteran or military discharge status and family medical or genetic information.

Required Experience:

Director