DIVISION DIRECTOR, PATIENT EXPERIENCE - WESTERN DI
- We are hiring immediately for a Divisition, Director of Patient Experience position.
- Location: Western United States
Make a difference in the lives of people, your community, and yourself. At Morrison Healthcare, a Compass Healthcare company, you’ll join a culture that values caring for people, fostering belonging, and creating moments that truly matter. Here, your work has purpose: to nourish patients, caregivers, and communities while upholding the highest standards of detail, quality, and excellence in every meal served.
For more than 70 years, Morrison has supported leading health systems nationwide with culinary, nutritional, and operational expertise. With more than 31,000 dedicated team members, including 1,600 registered dietitians and 1,200 executive chefs, we empower and uplift each other by working together, take responsibility for our commitments, and believe in helping one another achieve more together by realizing our unlimited potential.
Job Summary
We are seeking a Division Director of Patient Experience to lead initiatives that enhance the overall patient journey across the organization. This role drives strategies to improve patient satisfaction, engagement, and outcomes while ensuring alignment with organizational goals, regulatory standards, and service excellence initiatives.
The Director partners with clinical, operational, and support teams to create a culture focused on service excellence, compassion, and continuous improvement.
Responsibilities:
Patient Experience Strategy
- Develop and execute patient experience strategies aligned with organizational goals
- Drive improvement in key metrics such as HCAHPS, patient satisfaction, and engagement scores
- Identify trends and implement data-driven initiatives to enhance the patient journey
Leadership & Collaboration
- Partner with hospital leadership, nursing, and support services to improve patient-centered care
- Lead cross-functional teams to drive service excellence initiatives
- Act as a subject matter expert on patient experience best practices
Performance Management
- Analyze patient feedback data and implement targeted action plans
- Monitor KPIs and provide regular reporting to senior leadership
- Lead performance improvement initiatives across multiple sites (if applicable)
Staff Development & Training
- Develop and deliver training programs focused on service excellence and patient engagement
- Coach leaders and frontline teams on communication and patient interaction
- Foster a culture of accountability and continuous improvement
Operational Excellence
- Ensure consistent service standards across all facilities
- Support regulatory compliance and accreditation standards (e.g., Joint Commission, CMS)
- Collaborate with Food & Nutrition, Environmental Services, and other departments impacting patient experience.
Qualifications:
Education
- Bachelor’s degree in Healthcare Administration, Business, Nursing, or related field required
- Master’s degree preferred (MHA, MBA, or similar)
Experience
- 5–10+ years of progressive leadership experience in healthcare or service operations
- Proven experience improving patient satisfaction and experience metrics
- Experience working in multi-site or hospital systems preferred
Skills & Competencies
- Strong leadership and team development skills
- Expertise in patient experience metrics (HCAHPS, Press Ganey, etc.)
- Excellent communication and stakeholder management
- Data analysis and performance improvement expertise
- Change management and process improvement skills
BENEFITS FOR OUR TEAM MEMBERS
- Full-time and part-time positions are offered the following benefits: Retirement Plan, Associate Shopping Program, Health and Wellness Programs, Discount Marketplace, Identify Theft Protection, Pet Insurance, and other voluntary benefits including Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program
- Full-time positions also offer the following benefits to associates: Medical, Dental, Vision, Life Insurance/AD, Disability Insurance, Commuter Benefits, Employee Assistance Program, Flexible Spending Accounts (FSAs)
Associates may also be eligible for paid and/or unpaid time off benefits in accordance with applicable federal, state, and local laws. For positions in Washington State, Maryland, or to be performed Remotely, click here or copy/paste the link below for paid time off benefits information.
https://www.compass-usa.com/wp-content/uploads/2023/08/2023_WageTransparency_MorrisonHealthcare.pdf
Morrison Healthcare is a member of Compass Group. Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.
Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity.
Certain positions may require Florida Level 2 background screening. Details: https://info.flclearinghouse.com/
Applications are accepted on an ongoing basis.
Application Deadline: applications are accepted ongoing until all openings are filled for this position. If an applicant is declined due to the position being filled, they may still be considered for future opportunities and are always welcome to reapply.
Morrison Healthcare maintains a drug-free workplace.
Nearest Major Market: Phoenix
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