Vice President of Patient Experience Leader

5 days ago


Philadelphia, Pennsylvania, United States M.L. Best Consulting Full time
Dynamic Vice President of Patient Experience Opportunity

M.L. Best Consulting is proud to lead the search for a visionary Vice President of Patient Experience to join our client, a leading non-profit health system in Philadelphia, Pennsylvania. This role offers a unique chance to drive patient-centered initiatives and ensure exceptional care and service to all patients.

Key Responsibilities:
  • Lead the organization's experience strategy, transforming systems, processes, and behaviors to deliver exceptional patient experiences.
  • Support regional enterprise teams in designing, implementing, and evaluating programs that foster a service excellence culture.
  • Establish standard approaches to review and respond to customer feedback, leveraging the latest innovations in real-time service response.
Essential Qualifications:
  • 7-10 years of experience in patient experience, with progressive levels of responsibility.
  • Advanced degree in Organization Development, Public Health, Health Administration, Business, or a related field.
  • Proven track record of implementing customer service improvements in large healthcare organizations.
  • Advanced knowledge of CAHPS surveys, patient satisfaction tools, and complaint management.
  • Results-driven, with a proven ability to lead and facilitate meetings across the enterprise.
  • Strong data analysis and interpretation skills to drive service improvement efforts.
Preferred Qualifications:
  • Completion of advanced training in human-centered design, patient-centered care, or patient experience.
  • Patient-Centered Outcome Research (PCORI) grant funding and CPXP certification.


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