Sr Director - Patient & Advocacy

Overview

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One!

We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid‑South.

Responsible for the development, execution, and continuous advancement of a system‑wide patient experience and advocacy strategy across the continuum of care. Leads efforts to create one consistent, high‑reliability experience standard that supports the patient's physical comfort, emotional well‑being, education, spiritual needs, and responsiveness of care. Drives measurable improvements in patient experience outcomes by integrating experience into clinical operations, clinical governance, and frontline care delivery.

Partners closely with physicians, nursing, and operational leaders to embed experience as a core quality domain, aligning with system priorities and values. Model appropriate behavior as exemplified in MLH Mission, Vision and Values.

Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

• Enterprise Patient Experience Strategy
  • Leads development and execution of the system‑wide patient experience strategy
  • Establishes a standardized experience model across all care settings
  • Defines “what good looks like” for patient‑centered care at every touchpoint
• Whole-Person Experience Model
  • Designs and operationalizes a system approach addressing: o Physical comfort (pain, environment, cleanliness, quietness) o Emotional support (empathy, respect, compassion) o Patient and family education (clear communication, shared decision‑making) o Spiritual and cultural needs (integration with chaplaincy and support services)
• Experience Standards & Reliability
  • Establishes clear, observable service behaviors and interaction standards
  • Embeds experience expectations into bedside care, rounding structures, tiered huddles and leader standard work
  • Drives consistency and accountability across all sites
• Patient Feedback & Listening Systems
  • Oversee system‑wide patient feedback strategy, including: hcaHPS and CG-CAHPS performance o Real‑time patient feedback and escalation o Patient complaints, grievances, and compliments
  • Develop closed‑loop feedback processes to ensure patients are heard and issues resolved
• Performance Improvement & Outcomes
  • Leads targeted initiatives to improve experience metrics and key drivers
  • Translate feedback into actionable improvement plans
  • Standardizes dashboards for facility, system, and board‑level reporting
• Patient Advocacy & Service Recovery
  • Oversees patient advocacy programs, ensuring timely and effective response to concerns
  • Designs system approach to service recovery and trust rebuilding
  • Partners with Risk Management on patient communication and transparency
• Culture, Engagement & Accountability
  • Drives a culture of compassion, accountability, and ownership of experience
  • Partners with HR and leadership to integrate experience into performance evaluations, leadership expectations and recognition programs
  • Promotes psychological safety and respectful care environments
• Clinical Governance Integration
  • Serves as a key leader within the system clinical governance structure
  • Aligns patient experience with quality, safety, and access priorities
  • Partners with physician leaders to embed experience into clinical workflows
• Education, Training & Capability Building
  • Develops system‑wide training for…