Director of Patient Experience

Director of Patient Experience & Guest Services Location: Columbia, SC Role Summary: Serves as the Director of Patient Experience and Guest Services for the University of South Carolina Clinical Affairs. This pivotal role bridges the gap between customer expectations and strategic goals, ensuring every interaction stakeholders have with the organization aligns with its culture and values. The Director fosters a consumer‑centric culture and drives long‑term loyalty from patients, providers, and employees by leveraging best practices in design and user experience to enhance and sustain the overall brand experience. Salary and Hours: Approved starting salary of $140,485, with a weekly schedule of 37.5 hours, Monday through Friday 8:30 am‑5:00 pm, plus required flexibility as needed. Qualifications Minimum Education and Experience: Bachelor’s degree in a related field and at least 8 years of relevant experience, including prior management. Preferred Qualifications: Bachelor’s in a health‑related or business field, master’s in business or healthcare administration; 5‑10 years of experience leading consumer experience strategies, with a proven track record in customer experience management, design and cross‑functional leadership. Knowledge, Skills & Abilities: Deep understanding of patient experience principles, healthcare operations, and customer service best practices. Familiarity with healthcare quality improvement, satisfaction metrics, and organizational change management. Knowledge of data analytics, survey methodology, and performance measurement tools. Understanding of consumer behavior and brand alignment in healthcare settings. Strategic planning and execution skills with the ability to translate vision into actionable plans. Strong leadership, facilitation, and cross‑functional collaboration skills. Proficiency in data interpretation and using analytics to drive improvement initiatives. Excellent written, verbal, and interpersonal communication skills. Skilled in stakeholder engagement, conflict resolution, and relationship management. Ability to inspire and motivate teams toward a culture of service excellence. Ability to analyze complex problems and develop innovative patient‑centered solutions. Ability to manage multiple priorities in a fast‑paced, matrixed environment. Ability to influence organizational change through empathy, credibility, and evidence‑based practice. Job Duties Strategic Leadership and Vision Development Serve as the key leader who collaborates with senior executives, department heads, and stakeholders to develop and define a clear, actionable vision for world‑class patient and guest experiences. Align all initiatives with the organization’s mission, values, and strategic objectives to foster a consumer‑centric culture that drives excellence and loyalty. Program Design, Implementation, and Evaluation Develop, execute, and continuously refine a comprehensive consumer‑centric strategy that aligns with organizational goals and brand promise. Lead the design, implementation, and evaluation of patient journey maps to identify opportunities for innovation and improvement across the continuum of care, including specialized networks such as the Neurological Institute, Rehabilitation Center, and Brain Health Center. Operational Oversight and Partnership Management Lead and assist selected partners—including architectural firms, clinical leaders, and operational teams—in patient care flow mapping and all aspects of design and operations that impact patient and guest experience. Ensure coordination of initiatives that enhance the efficiency, accessibility, and hospitality of care environments. Performance Measurement and Continuous Improvement Establish and monitor key performance indicators (KPIs) related to patient and customer satisfaction, retention, and brand loyalty. Manage feedback loops through surveys, analytics, and direct engagement to ensure timely response to emerging trends, adapting strategies to continually elevate the experience of patients, providers, and employees. Data‑Driven Decision‑Making and Innovation Utilize data‑driven insights and advanced analytics to inform decision‑making, identify performance gaps, and support continuous improvement. Apply evidence‑based methodologies to enhance the overall patient, provider, and employee experience while fostering accountability and operational excellence. Culture Building and Workforce Engagement Promote and sustain an engaging, inclusive, and high‑performance work environment that aligns with the organization’s culture and values. Lead efforts to cultivate a shared sense of purpose among staff, reinforcing behaviors and practices that reflect the organization’s brand and commitment to excellence in every interaction. Stakeholder Relations and Strategic Communication Serve as liaison for strategic initiatives, priority projects, and physician engagement programs, ensuring effective communication and collaboration across departments. Build strong partnerships with internal and external stakeholders to support the strategic direction of patient experience initiatives and strengthen overall brand alignment. Special Instructions to Applicant Positions are advertised for a minimum of five (5) business days on our job website. After five (5) business days, positions may be closed at the discretion of the department. The recruitment and screening process may vary. Should your qualifications lead to pursuing your candidacy, you will be contacted by phone or email. We are only accepting applications submitted by November 20, 2025. EEO Statement The University of South Carolina does not discriminate in educational or employment opportunities or decisions for qualified persons on the basis of age, ancestry, citizenship status, color, disability, ethnicity, familial status, gender (including transgender, gender identity or expression), genetic information, HIV/AIDs status, military status, national origin, pregnancy, race, religion, sex, sexual orientation, veteran status, or any other bases under federal, state, local law, or regulations. #J-18808-Ljbffr