Director of Patient and Family Experience

Under general supervision of the Sr. Vice President of Patient Services/CNO, the Director of Patient & Family Experience is accountable for providing leadership, facilitation and coordination of all Patient and Family Experience initiatives within GBMC Hospital. The Director drives a culture of service excellence by translating organizational values into measurable behavioral standards and actionable improvement programs. This role serves as the hospital-wide expert on patient experience, HCAHPS performance, and service recovery, partnering with clinical, operational, and administrative leaders to achieve exceptional outcomes for patients, families, and staff. The Director is responsible for developing annual strategic business plans, overseeing data analytics, designing evidence-based training and coaching programs, leading performance improvement initiatives, and championing a just culture that elevates patient safety, employee engagement, and fiscal performance.

Education:

Master's degree in Nursing, Health Administration (MHA), Business Administration (MBA), or related field preferred. Bachelor's degree in Nursing required, with a commitment to attain a Master's degree within five (5) years of hire. Doctoral preparation in a relevant discipline is a plus.

Licensures/Certifications:

RN License

Certification in specialty required within 18 months of starting position

Experience:

• Minimum five (5) years of progressive leadership experience in a healthcare or highly regulated industry, with direct accountability for patient experience, service excellence, or quality improvement.
• Graduate of an accredited clinical program (nursing, allied health, etc.); prior bedside or direct care experience strongly preferred
• Demonstrated track record of driving measurable improvement in HCAHPS and Press Ganey scores, ideally at or above the 75th percentile.
• Proven experience with change management, performance improvement methodologies (e.g., Lean/Six Sigma, PDSA), and root cause analysis.
• Experience developing and managing annual strategic business plans and departmental budgets.
• Experience providing service recovery consultation, education, and training to diverse clinical and non-clinical audiences.
• Experience with incident investigation and collaboration with quality, risk, and regulatory teams.
• Knowledge of CMS, TJC regulatory requirements, patient rights, and protected health information standards.
• Knowledge of the Maryland Quality Based Reimbursement program
• Background in designing and facilitating leadership and staff development programs
• Deep Knowledge of HCAHPS, Press Ganey, and other patient satisfaction survey tools and vendor management.
• Proficiency in data analysis: ability to interpret complex patient experience data sets, identify trends, and translate finding into compelling narratives and actionable improvement plans.
• Demonstrated ability to lead by influence across a matrixed organization, engaging physicians, executives, frontline staff, and patients/families.
• Strong coaching, mentoring, facilitation, and presentation skills; able to deliver impactful training at all organizational levels.
• Exceptional interpersonal and written communication skills with a polished, professional presence.
• Skilled in project management, conflict resolution, change management, and multi-disciplinary group dynamics.
• High-degree of personal accountability; models exemplary customer service behaviors and holds others to the same standard.
• Knowledge of performance and systems improvement, patient safety, and reliability science.
• Proficiency in Microsoft Office Suite; familiarity with data visualization tools preferred.
• Emotional Intelligence and the ability to remain composed and effective under pressure.
• Ability to identify, design, and implement innovative processes to continually improve patient care and service.

Pay Range

$102,875.17 - $185,175.30

Final salary offer will be based on the candidate's qualifications, education, experience and alignment with our organizational needs.

Equal Employment Opportunity

GBMC HealthCare and its affiliates are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, age, national origin, mental or physical disability, genetic information, veteran status, or any other status protected by federal, state, or local law.