Director- Patient & Family

BASIC PURPOSE OF THE JOB:
The Director of Patient & Family Experience serves as a champion for children and families, ensuring every interaction across the healthcare journey is compassionate, respectful, and centered on the unique needs of pediatric patients and their caregivers. This leader is responsible for shaping and sustaining a culture where the voices of children and families are heard, valued, and embedded in care delivery.

This role provides strategic and operational leadership for Patient Experience, Child Life Services, Family Advisory Councils, and Expressive Therapies. Through a combination of data-driven insights, proactive coaching, and meaningful family engagement, the Director drives measurable improvements in experience outcomes while supporting the emotional, developmental, and psychosocial well‑being of patients and families.

The Director partners closely with clinical and operational leaders to influence behaviors, develop targeted strategies, and ensure that family-centered care is not only a philosophy—but a lived experience in every setting.

REPORTS TO: Chief Nursing and Experience Officer; VP Patient Care Services

DIRECT REPORTS:
Yes

• Patient Experience Business Partner(s) / Coach(es)
• Manager, Child Life Services
• Coordinator/Lead, Family Advisory Councils
• Expressive Therapies Program (e.g., Art, Music, Recreational Therapy)

MINIMUM EDUCATION:
Master’s Degree

DEGREE PREFERRED:
Healthcare Administration, Nursing, Social Work, Public Health, Business Administration, or related field preferred.

LICENSE/CERTIFICATION

REQUIRED:

• Certified Patient Experience Professional (CPXP) required within one year of hire
• Clinical licensure (e.g., RN, LCSW, CCLS, or related) preferred

MINIMUM

WORK EXPERIENCE:

• Minimum of 5–7 years of progressive leadership experience in healthcare, patient experience, customer experience, service excellence, consumer experience, or a related field influencing patient and/or customer experience outcomes
• Strong preference for experience leading patient experience strategy, culture transformation, service excellence, and performance improvement initiatives within a healthcare environment
• Demonstrated success leading culture transformation, accountability, and change management initiatives that improve patient and family experience outcomes across multidisciplinary teams
• Experience translating patient and customer feedback and experience data into operational and cultural improvements
• Proven experience in data mining, interpretation, benchmarking, and trending of patient and/or customer experience metrics
• Experience overseeing or partnering with Child Life, family‑centered care programs, expressive therapies, or related patient support services strongly preferred
• Pediatric healthcare experience or experience working with children and families strongly preferred

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Deep understanding of patient, family, and consumer experience best practices, including family‑centered care principles and child development across the continuum of care
• Strong leadership and executive presence with the ability to inspire, mentor, influence, and develop high‑performing, compassionate teams while driving organizational culture and behavior change
• Advanced ability to analyze and interpret complex patient and/or customer experience data, identify trends, benchmark performance, and translate insights into meaningful, measurable improvements
• Expertise in performance improvement methodologies (e.g., Lean, Six Sigma, PDSA cycles), service recovery, conflict resolution, and escalation management
• Demonstrated ability to foster a culture of accountability, responsiveness, empathy, and continuous experience improvement across multidisciplinary teams
• Excellent…