Director Patient Experience in Exeter, NH - Exeter Hospital Career Site Director Patient Experience in Exeter, NH - BlackBear Communications

Director Patient Experience

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  • Exeter, NH
  • Exeter Hospital
  • Quality
  • full time
  • Req #: 11854
  •  Day Shift - Mon-Friday 8:00 am-5:00pm
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The Director of Patient Experience is responsible for the overall organizational approach to improving the patient and family experience, satisfaction, and operational excellence at Exeter Hospital. The key leader will be accountable in the design, development, and implementation of organizational strategies supporting every aspect of the patient and family encounter; to enhance and support a culture and environment of service excellence and patient/family centered care.


  • 5 to 7 years of direct experience
  • Bachelor’s Degree Required
  • Master’s Degree Preferred / Must be obtained within 3 years from date of hire
  • Certification in Patient Experience Leadership through industry leader or within 24 months of hire
  • Strong customer service and communication skills
  • Strong customer service skills
  • 5+ years of progressive leadership position focused on consumer and employee engagement to further service excellence

Major Responsibilities:

  1. Designs and directs the Service Excellence Strategy and agenda with senior leadership. Chairs the Service Excellence Steering Committee.
  2. Demonstrates competence in the performance of duties and responsibilities representing the patients’ needs through advocacy: Meets with staff, patients & family to assess needs and anticipate concerns; Investigate concerns with departments to determine cause and resolution strategies; manages medical staff complaints and short/long term resolutions.
  3. Demonstrates competence in the performance of duties and responsibilities related to improving patient satisfaction/experience: Coordinates the patient satisfaction survey; meets consistently with leadership to review patient satisfaction data and implement improvement plans; reviews complaints with Risk Management and provides trend reports to COQC; ensures compliance with DNV standards and Federal/State regulations pertaining to patients' rights.
  4. Demonstrates competence in the performance of duties and responsibilities related to creating environment of excellent customer service: Oversees training for employees and teams to improve the patient experience and implements evidence‑based service excellence tools throughout the organization; works with departments to evaluate patient experience processes and data regarding customer service issues related to HCAHPS and patient complaints.
  5. Develops quality standards and metrics for department; assesses compliance and implements continuous improvement plans to advance practice. Develops and implements programs to solicit and obtain regular patient and family input into processes and policies.
  6. Works closely with hospital leadership to establish and maintain a robust Patient Family Advisory Council to receive patient guidance and enhance the patient/family experience and service excellence.
  7. Serve as a resource for information concerning Patient Rights and responsibilities. Supports Patient and Family Relations and hospital leadership to resolve issues and assure compliance with DNV standards and state and federal regulations regarding Patient Rights.
  8. In coordination with the Chief Physician Executive, Senior Director of Quality and Patient Safety, and Vice President of Human Resource, achieves quality results through teamwork, committees and workgroups, and effective cross‑functional collaboration.


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