Group Patient Experience Director

Responsibilities & authorities: • Serve as a primary point of contact for resolving patient and family concerns, complaints, and feedback. • Advocate for patients' rights and ensure their voices are integrated into hospital policies and processes. • Collaborate with clinical and non-clinical teams to ensure seamless, holistic support services. • Develop, implement, and evaluate initiatives aimed at improving patient satisfaction and emotional well-being. • Lead service recovery efforts for dissatisfied patients or families and implement process improvements. • Monitor patient satisfaction data (e.g., Press Ganey, HCAHPS) and work with departments to address trends. • Lead a team of patient relations managers, liaisons, or coordinators. • Train staff in empathetic communication, cultural sensitivity, and trauma-informed care. • Partner with oncology, palliative care, nursing, social work, and chaplaincy teams to ensure a comprehensive support system. • Collaborate with quality, risk, and compliance departments to address systemic issues affecting patient care. • Ensure policies reflect patient-centered values, especially regarding confidentiality, dignity, end-oflife care, and shared decision-making. • Lead initiatives that support diversity, equity, and inclusion in patient services. Requirements Education: • Bachelor’s degree in Healthcare Administration, Social Work, Nursing, or related field (Master’s preferred). Experience: • Minimum 7 years of experience, with at least 3 years in management role. General • Strong communication with patients, families, and staff • Sensitivity to emotional and psychological needs of cancer patients • Ability to resolve conflicts and handle difficult situations • Leadership in managing and developing teams • Respect and understanding of diverse cultural backgrounds • Quick problem-solving, especially in high-stress situations • Commitment to excellent customer service with a patient-first mindset • Organized, responsive, and able to manage multiple priorities • Effective collaboration with interdisciplinary teams