**Job Summary** The Director, Patient Experience works collaboratively with corporate leaders, including the SVP/CNO, and facility teams to help deliver excellent care and experiences for patients and families. The Director is responsible for leading, executing, implementing, and evaluating patient experience initiatives designed to support performance. The Director also works collaboratively with a team in development and implementation of patient experience related strategies and tactics at the facility level. As part of the CHS Clinical Operations team, this leader partners with key stakeholders in areas such as quality, service lines, performance improvement, data science, patient safety, GME, and others to advance patient experience performance throughout the organization. Please note this position requires availability to travel 25-30% of the time to hospitals, as needed. **Essential Functions** + Implements strategies that drive and support patient experience results and enhance physician and staff engagement. + Drives improvement in organizational patient experience performance by supporting patient experience tactics and industry standards in hospitals. + Monitors and evaluates best practice execution at all hospitals. + Provides professional coaching to leaders at hospitals, including competency validation and consultation to influence leaders, direct care givers, and physicians to deliver excellent patient experience. + Monitors and ensures compliance, progression and follow-up on patient experience initiatives. + Maintains an awareness of patient experience updates and standards within the industry and assists with implementation of innovations across the facilities. + Consults with Patient Experience hospital leaders on evaluation of patient/family complaints upon request. + Establishes improvement practices within Patient Experience that support the CHS journey toward performing as a ‘High Reliability Organization’ (HRO). + Actively contributes to develop patient experience education and training to meet hospital needs. + Analyzes internal and external clinical experience metrics to develop insights and strategies for improvement. + Serves as an expert on patient experience fundamentals and the Compassionate Care Model demonstrating the ability to form meaningful working relations with key stakeholders. + Performs other duties as assigned. + Complies with all policies and standards. **Qualifications** + Bachelor's Degree in Healthcare Administration, Nursing, Business Administration, or a related field required + Master's Degree (e.g., MHA, MBA, MSN) preferred + 7-9 years of experience in healthcare required + 5-7 years in patient experience, quality improvement, or a related field preferred **Knowledge, Skills and Abilities** + Commitment to high standards of excellence, continuous improvement and growth mindset + Proactive problem solving + Ability to maintain composure and dignity when faced with challenging circumstances + Ability to work independently and collaboratively + Experience with and understanding of Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) and Centers for Medicare & Medicaid Services (CMS) requirements and guidelines + The employee is required to read, review, prepare, and analyze written data and figures, using a PC or similar, and should possess visual acuity + Ability to travel 25%-30% of the time **Licenses and Certifications** + Prior informal process improvement training / experience required + Six Sigma Green Belt Certification preferred + RN - Registered Nurse - State Licensure and/or Compact State Licensure in a state within which CHS operates preferred + Nursing Specialty Certification preferred Equal Employment Opportunity This organization does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect the status of any employee because of race, color, religion, sex, sexual orientation, genetic information, gender identity, national origin, age, disability, citizenship, veteran status, or military or uniformed services, in accordance with all applicable governmental laws and regulations. In addition, the facility complies with all applicable federal, state and local laws governing nondiscrimination in employment. This applies to all terms and conditions of employment including, but not limited to: hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. If you are an applicant with a mental or physical disability who needs a reasonable accommodation for any part of the application or hiring process, contact the director of Human Resources at the facility to which you are seeking employment; Simply go to http://www.chs.net/serving-communities/locations/ to obtain the main telephone number of the facility and ask for Human Resources.