Director-Patient Experience

Based on‑site at Eau Claire, WI or Mankato, MN (with enterprise collaboration across other MCHS sites), the Director of Patient Experience leads program execution for community and rural medicine settings across 16 hospitals and 40 clinics. This position provides strategic vision for advancing patient‑experience innovation, including leveraging digital tools and technology adoption to enhance engagement, streamline processes, and improve outcomes across multiple service lines. The Director champions modernization initiatives that integrate digital platforms into patient‑experience strategies while maintaining a relationship‑centered culture.

The Patient Experience Director shares responsibility for developing vision, strategy and capabilities to deliver outstanding patient experiences across systems and service lines in a matrix work environment. This includes improving experience and outcomes of the Patient Experience program, enhancing the relationship-centered culture, driving change management and assuming high level oversight for the Patient Experience infrastructure. Assumes oversight of multiple work units, management of resources as it pertains to executing the Patient Experience operational plan within assigned functional areas: service consultation and improvement; service recovery and complaint management; recognition and reward ; service values and behaviors; accountability; metrics and measurement; monitoring and control; and education and training. The Director of Patient Experience is also responsible for overall direction and engagement of Patient Experience Managers and ensures mobilization of staff at multiple organizational levels to implement and continuously improve experiences of patients and families at Mayo Clinic. The director serves as a co-chair for the site Patient Experience Subcommittee, and as a member of the Enterprise Patient Experience Subcommittee. Champion or lead large scale service educational and improvement activities, experience design, research and/or other projects as assigned. For Provider Relations and international program, develops products and services and provides Patient Experience consultation expertise to clients.

Master’s Degree in health-related (i.e., Nursing, clinical or behavioral/social sciences), Quality or Business field, and at least 5 years of progressive experience in leadership/management, Program development and Operations (planning, strategy, visioning)) and 5 years of progressive responsible experience in healthcare and/or Patient Experience is required. Excellent Communication skills, personal computer skills including Microsoft Office, Excel, and Power point, medical record (Cerner and Synthesis) required. Previous experience with design thinking/experience design, quality tools (i.e., Lean, IHI PDSA, and DMAIC), Joint Commission and applicable state and federal regulations preferred.

The Director of Patient Experience demonstrates excellent leadership skills including visioning, strategic thinking, execution of programs/ initiatives, program and change management, operational and systems thinking, problem solving, conflict resolution/negotiation, team building, statistics, and experience design/ quality improvement. Demonstrates relationship-centered care - the ability to build interpersonal relationships, trust and rapport with others. Must demonstrate leadership ability, knowledge of health care industry and experience working with multiple service lines within a matrix structure.

Experience with data analytics, complaint management, coaching, process consulting, project management and problem- solving abilities preferred. The ability to work independently, manage multiple projects and maintain a high degree of professionalism and confidentiality is essential. Requires sophisticated verbal and written communication skills, and collaboration with counterparts across the Enterprise. Must be able to function objectively in sensitive and stressful situations, and work autonomously. Experience with analyzing information and qualitative and quantitative data and understand technologies used to advance the Patient Experience. Quality Fellows Silver or Gold Certification encouraged.

Additional Preferred Qualifications

• Strategic leadership and vision
  • Ability to co-create and execute a system-wide patient experience strategy across multiple hospitals and clinics in a matrix environment.
  • Skilled in change management and aligning diverse stakeholders toward common goals.
• Digital transformation and innovation
  • Proven experience driving adoption of digital tools
  • Comfort with leveraging technology for data-driven decision-making and continuous improvement.
• Relationship-centered leadership
  • Ability to build trust and collaboration across clinic and non-clinical teams including physicians
  • Strong communication and influence skills to maintain a collaborative culture while implementing initiatives