Associate Director, Patient Experience

POSITION SUMMARY:

The Associate Director, Patient Experience serves as a strategic and operational leader responsible for advancing patient experience initiatives to influence organizational culture and enhance care delivery across the Boston Medical Center Health System (BMCHS). Operating under the general direction of the Senior Director, Patient Experience, this role exercises leadership over a small team of direct reports and clinical partnerships to drive institutional efforts that strengthen patient-centered, equitable, and experience-driven care. The position holds oversight of key patient experience programs, measurement systems, and operational infrastructure while providing consultative guidance, education, and cross-functional project management informed by quantitative and qualitative insights

Position: Associate Director

Department: Patient Experience

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Maintains strategic and operational oversight of the patient experience body of work, leading institutional education programs, facilitating improvement initiatives, and providing comprehensive project management across the health system. (30% of time)

• Manages technical and analytical aspects of patient experience measurement, including survey compliance, implementation, data mapping, and portal management, while partnering with vendors, internal analytics teams, and operational leaders to translate quantitative and qualitative data into actionable insights for institutional recognition, reporting, and improvement. (25% of time)

• Provides operational and strategic oversight of patient-facing rounding programs, directing program operations, managing Patient Experience Ambassador staff, executing quality assurance tracking, executing service recovery processes, and maintaining the underlying rounding technology infrastructure. (20% of time)

• Delivers operational leadership for departmental infrastructure, including the formulation of standard operating procedures, development of educational materials, production of internal communications, and management of the general Patient Experience inbox. (15% of time)

• Collaborates with health system partners to support a culture of patient-centered care, serving as a primary point of contact and managing departmental escalations or emergencies in the absence of the Senior Director. (10% of time)

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required)

REQUIRED EDUCATION AND EXPERIENCE:

• The position requires a Master's degree with an emphasis in Social Work, Health Care Administration, Public Health, Nursing, or a related field, combined with a minimum of 5 years of directly related experience, or an equivalent combination of education and experience.

PREFERRED EDUCATION AND EXPERIENCE

• Minimum of 3 years in the hospital setting and/or ambulatory healthcare space.
• 2+ years of leadership experience with oversight of direct reports a plus.

CERTIFICATIONS, LICENSES, REGISTRATIONS PREFERRED

• Certified Patient Experience Professional (CPXP), Project Management Professional (PMP), or LEAN certified

KNOWLEDGE, SKILLS & ABILITIES (KSAs)

• Knowledge of patient experience measurement systems, healthcare improvement methodologies, and educational delivery practices.
• Skill in project management methodologies to organize, implement, and manage cross-functional projects within a healthcare setting.
• Skill in public speaking, meeting facilitation, and delivering formal presentations to large groups, senior leadership, and external partners.
• Skill in developing executive-level reports, visual dashboards, and presentations.
• Ability to extract, analyze, and translate quantitative and qualitative patient survey data into actionable operational reports.
• Ability to direct staff activities, mobilize teams, and delegate assignments to achieve project goals.
• Skill in operational workflow mapping and the creation of standard operating procedures.

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being.

NOTE: This range is based on Boston-area data, and is subject to modification based on geographic location.

Equal Opportunity Employer/Disabled/Veterans

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