Our client, a respected not-for-profit teaching hospital serving an ethnically diverse residential neighborhood of New York City, is seeking a Director of Patient Experience to lead strategic initiatives aimed at transforming the patient journey. This is a high-impact leadership role for a mission-driven professional who excels in aligning patient experience with quality outcomes, cultural sensitivity, and service excellence. The Director will serve as a strategic thought leader, cross-functional collaborator, and hands-on change agent, responsible for creating and embedding a culture of compassion, accountability, and excellence at every patient touchpoint. This is an opportunity to make a lasting impact at a respected community hospital deeply rooted in its mission of equity, excellence, and culturally responsive care. You’ll have a direct line to executive leadership and the autonomy to shape the patient experience strategy from the ground up.

Key Responsibilities:

• Strategic Leadership & Program Design
• Develop and execute a comprehensive, organization-wide patient experience strategy.
• Lead transformation initiatives that elevate patient satisfaction, engagement, and communication.
• Align experience strategy with the hospital’s mission, values, and clinical priorities.
• Culture Building & Staff Engagement
• Champion service excellence by developing training programs and toolkits for all staff levels.
• Drive accountability by translating patient-centered care into clear, measurable actions.
• Collaborate with Human Resources on performance initiatives that reinforce experience standards.
• Analytics, Measurement & Reporting
• Utilize tools such as Press Ganey and Q Reviews to monitor and analyze patient feedback.
• Deliver executive-level reporting on experience trends, KPIs, and opportunities for improvement.
• Share real-time data and dashboards with hospital leadership to drive action and transparency.
• Collaboration & Integration
• Partner with clinical, administrative, and support service leaders (e.g., Facilities, Housekeeping, Food Services) to ensure alignment of operations with patient needs.
• Streamline workflows, eliminate friction points, and embed consistency in care delivery.
• Work closely with Quality and Safety to ensure patient experience aligns with clinical goals.
• Patient Advocacy & Complaint Management
• Serve as the primary liaison for managing grievances, complaints, and service recovery.
• Address concerns with urgency, empathy, and cross-functional collaboration.
• Identify systemic issues and drive corrective action.
• Organizational Partnership
• Serve as the hospital’s subject matter expert on patient experience, offering insight, education, and strategic guidance to all departments.
• Stay current with national trends and innovation in patient experience and disseminate learnings across the organization.

Qualifications:

• Bachelor’s degree in Healthcare Administration, Business, or a related field, required.
• Master’s degree in a clinical, business, or healthcare-related discipline, preferred.
• Minimum of 7 years of experience in healthcare, including 4+ years in a leadership role focused on patient experience, patient relations, or clinical operations.
• Demonstrated ability to lead culture change, drive measurable improvements, and collaborate across disciplines.
• Strong analytical skills with experience using patient satisfaction data to drive strategy.
• Exceptional communication, leadership, and interpersonal skills.
• Certified Patient Experience Professional (CPXP) certification, preferred

About TAL Healthcare

At Tal Healthcare our sole focus is on you, and how we can meet your needs and goals. Each time we talk to our clients and our candidates, we look for ways to excel in the search assignment and transform what we do into a rewarding experience for everyone. The process begins by understanding precisely what will attract the top people to today’s healthcare opportunities. This includes really getting to know each applicant’s motivation. We explore their motivation to make a change, their ability to meet the requirements of the offered opportunity, critical points in the development of their career, and how their mindset fits with the company’s culture. To meet our client’s immediate needs and longer-term goals, critical thinking is applied so we can offer ideal solutions and candidates that will thrive in the position and contribute to their organizations success. A large part of this effort involves industry insight — understanding the needs and trends that affect today’s healthcare professionals, and anticipating future developments so we can proactively offer the best possible career services. By assessing the criteria and requirements, we end up with a hiring process that a...llows for a highly successful match. We strive to maintain the highest levels of performance and excellence as we interact with both clients and candidates. Our commitment to maintaining these values is based on the philosophy of continuous improvement of our practices, the strength of solid teamwork and by exercising personal accountability. -We take our responsibilities seriously -We are straightforward and direct -We are respectful, discrete and confidential -We do the right thing

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