• Job Description

  Req#: REQ-0024913

  Job Details

  The Director of Patient Experience partners with the Vice President of Patient Experience and executive leadership to cultivate a patient- and family-centered culture, positioning Thomas Jefferson University Hospital, Inc. (TJUH, Inc.) as a national leader in care experience.
  
  This role designs and executes strategies that improve patient, family, and employee experiences, advancing organizational goals and enhancing performance on CAHPS and other public reporting metrics. The Director serves as a subject matter expert and change agent, leveraging data, performance improvement (PI) methods, and evidence-based practices to drive sustained improvements across the system.
  
  The Director provides operational and administrative leadership for Patient Experience, Language Services, Patient Services, Guest Relations, and Volunteer Services, with responsibility for budgets, compliance, strategic execution, and daily operations.

  Job Description

  Strategic Leadership & Culture

  • Design, implement, and evaluate strategies that advance TJUH, Inc.’s patient and family experience goals.
  • Align department activities with organizational strategy and communicate progress and outcomes to senior leadership.
  • Act as the subject matter expert on patient experience standards, service excellence, and compliance.
  • Foster a culture of patient- and family-centered care by mentoring leaders and staff in best practices.

  Performance Improvement & Data Analytics

  • Identify opportunities for improvement and implement PI interventions using data-driven methods.
  • Oversee survey platforms, patient rounding systems, and related third-party vendor contracts.
  • Track, analyze, and report trends in patient experience data to inform strategy and decision-making.
  • Ensure processes for timely, complete complaint and grievance resolution that comply with CMS and regulatory standards.
  • Periodically review the Service Recovery Process to ensure effectiveness.

  Operations & Program Oversight

  • Provide leadership and oversight for Patient Experience, Language Services, Patient Relations, Guest Relations, and Volunteer Services.
  • Develop, monitor, and manage cost center budgets.
  • Ensure consistent and competent delivery of patient-facing services.
  • Maintain compliance with regulations governing language access, patient rights, and grievance processes.

  People Leadership

  • Recruit, develop, and retain a high-performing team.
  • Provide coaching, mentoring, and performance management aligned with organizational standards.
  • Cultivate teamwork, interdepartmental collaboration, and a culture of accountability.
  • Support staff professional development through training, mentorship, and continuing education.

  • Duties as assigned

  • Maintain professional competency through participation in professional organizations and continuing education.

  Minimum Education and Experience Requirements:

  Education:

  • Bachelor’s degree in Business Administration, Healthcare Administration, Hospitality Services, or Sociology required.
  • Master’s degree preferred.

  AND

  Experience:

  • Minimum of 5 years of management experience in a healthcare or related field required; consulting, data analysis, or PI experience preferred.
  • Proven success leading teams and implementing organizational change.

  position

  Minimum Certifications, Registration or License Requirements:

  Certified Patient Experience Professional (CPXP) preferred.

  Work Shift

  Workday Day (United States of America)

  Worker Sub Type

  Regular

  Employee Entity

  Thomas Jefferson University Hospitals, Inc.

  Primary Location Address

  111 S 11th Street, Philadelphia, Pennsylvania, United States of America

  Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University , home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students. Jefferson Health , nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region. Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.

  Jefferson is committed to providing equal educa­tional and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status.

  Benefits

  Jefferson offers a comprehensive package of benefits for full-time and part-time colleagues, including medical (including prescription), supplemental insurance, dental, vision, life and AD&D insurance, short- and long-term disability, flexible spending accounts, retirement plans, tuition assistance, as well as voluntary benefits, which provide colleagues with access to group rates on insurance and discounts. Colleagues have access to tuition discounts at Thomas Jefferson University after one year of full time service or two years of part time service. All colleagues, including those who work less than part-time (including per diem colleagues, adjunct faculty, and Jeff Temps ), have access to medical (including prescription) insurance.

  For more benefits information, please click here

• About the company

Notice