Job Description

Job Title: Director, Patient Experience
Job ID: 81754025
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Department: 80145 MAGEE Administration
Location: 300 Halket St, Pittsburgh PA 15213


The Director, Patient Experience provides administrative leadership and direction to the Patient Experience and Patient Relations function of UPMC. Leads Service Excellence at UPMC by taking a proactive approach in ensuring the well-being and needs of every patient are met and that each patient and family member experiences the personal caring and compassion that would make them choose UPMC again and recommend it to others.

  • Assume leadership role in the development of process improvement opportunities related to changes in clinical practice to support organizational goals. Apply innovative and creative skills to ensure that the process improvement opportunities are identified and addressed.
  • Partner with Center for Quality, Safety and Innovation to oversee Press Ganey patient satisfaction survey responsibilities including, but not limited to: monthly distribution, quarterly distribution, assessing customer's needs and participating in committees to address patient satisfaction needs. Develop annual plan to leverage data to improve the patient experience through formal and measurable interventions.
  • Serve as the senior internal consulting resource for the overall patient experience at UPMC by putting patients first. Serves as an advocate for UPMC patients ensuring their emotional, spiritual and clinical needs are served.
  • Serve as chair of the service excellence council and as an ad hoc member of the Patient Safety and Quality Committee.
  • In partnership with UPMC leadership and the Center for Quality, Safety and Innovation, design and implement organizational strategies to achieve patient experience and satisfaction goals.
  • Work with other departments to provide in-services and education on UPMC's culture of service excellence, patient satisfaction and patient rights and responsibilities. Demonstrate UPMC's commitment to Service Excellence by understanding the needs of patients, their families, physicians and co-workers and doing what is required the first time, every time by being responsible, sensitive, accurate, timely, coordinated and thorough
  • Develop and monitor triggers in conjunction with leadership to identify patients with needs that are outside the scope of all other clinical and ancillary disciplines on the assigned unit.
  • Provide collaborative leadership on a consistent basis that connects UPMC's complex matrix environment including leadership, staff, nursing, employed physicians, private practice, and multiple clinical sites.
  • Develop relationships and integrate all team members including physicians into the team's work. Report program findings, results, and changes at various settings and meetings. Form relationships with various setting in the continuum of care based on program issues/work.
  • Oversee patient relations staff at UPMC to ensure regulatory compliance and employment of national best practices for patient satisfaction. Integrate complaint and grievance data into quality improvement initiatives. Direct all operations within the Patient Relations department at UPMC including hiring, performance development, training, and all other competencies expected of UPMC managers.
  • Establish/chair a formal patient and family advisory council for UPMC to consistently engage patients and families in the design of processes to improve the patient experience.


  • Bachelor's degree in healthcare or related field required. 
  • Master's degree preferred 
  • Five years' experience in healthcare or patient relations 
  • Must possess excellent communication and customer service skills; troubleshooting skills to find solutions to difficult human, technical, clinical or administrative problems; highly developed interpersonal skills; and diplomacy and tact.
  • Knowledge of various aspects of quality and process improvement through IHC, IHI, Lean Systems management and other techniques preferred.  
  • Ability to organize and define problems, develop strategies, and carry out action plans.
  • Experience in effective presentation of quality efforts to medical professionals of multiple disciplines
  • Ability to analyze data, formulate conclusions and develop and execute corresponding action plans. Proficient use of computers; requires solid working knowledge of MS Office Suite (Word, Access, Excel, Power Point).

UPMC is an Equal Opportunity Employer/Disability/Veteran

Salary Range: $0 / hour

Union Position: No

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