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.RequirementsEducation: 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