About this opportunity
1000 Methodist Le Bonheur Corp lists this Sr Director - Patient Experience & Advocacy opportunity in memphis, Tennessee. Review the employer’s description below for duties, qualifications and application requirements.
Job description
We are looking for a Senior Patient Experience Lead to develop and execute a system‑wide patient experience strategy and drive measurable improvements in patient satisfaction across all care settings.
Responsibilities
Lead the development and execution of the system‑wide patient experience strategy.
Establish a standardized experience model across all care settings.
Define what good looks like for patient‑centered care at every touchpoint.
Design and operationalize a Whole‑Person Experience Model addressing physical comfort, emotional support, education, and spiritual/cultural needs.
Establish clear, observable service behaviors and embed experience expectations into bedside care, rounding structures, and leadership work.
Oversee system‑wide patient feedback strategy (HCAHPS, CG‑CAHPS, real‑time feedback) and develop closed‑loop processes.
Lead targeted initiatives to improve experience metrics and create actionable improvement plans.
Oversee patient advocacy programs and design a system approach to service recovery and trust rebuilding.
Drive a culture of compassion, accountability, and ownership of experience across the organization.
Partner with HR and leadership to integrate experience into performance evaluations, expectations, and recognition programs.
Collaborate with clinical governance, risk management, physician leaders, and equity leaders to embed experience into clinical workflows and address disparities.
Build and maintain system‑wide training for experience excellence (communication, empathy, service recovery, etc.).
Benchmark against leading systems, introduce innovative approaches, and partner on external benchmarking opportunities.
Education & Qualifications
Required: Master’s Degree in Nursing, Business Administration, Healthcare Administration, or Public Health; or a clinical degree (RN, MD, or equivalent).
Preferred: Master’s Degree in any of the above fields.
Experience
5–7 years of progressive leadership experience in patient experience, service excellence, or healthcare operations.
Demonstrated success leading system‑level experience transformation initiatives.
Experience with patient feedback systems such as HCAHPS, Press Ganey, or real‑time feedback tools.
Preferred: Experience in high‑reliability organizations and culture transformation.
Skills & Abilities
Deep expertise in patient safety science, human factors, and high‑reliability principles.
Proven ability to lead enterprise‑wide change and culture transformation.
Strong analytical capability in safety data interpretation and performance improvement.
Ability to influence physician, nursing, and executive leadership without direct authority.
Excellent communication and presentation skills (Board, ELT, and frontline engagement).
Strong program management, facilitation, and team leadership capabilities.
Knowledge of regulatory and accreditation requirements (DNV, CMS, or equivalents).
Licenses & Certifications
Required: Certified Patient Experience Professional (CPXP) – Patient Experience Institute (PXI).
Preferred: Six Sigma Black Belt or authorized Six Sigma Certification.
Supervision
Directly manages a system‑level patient experience and advocacy team; provides matrix leadership to facility‑based experience leaders; and oversees coordination across clinical, operational, and support departments.
Physical Demands
The role may include light physical activities such as standing, walking, reaching, and occasional lifting up to 25 lbs. The position requires close visual acuity and the ability to perform tasks in a standard office environment.
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Worksite address
memphis, TN, 37544, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.