If you’ve ever walked the floors, listened to patients at 3 a.m., and still had the grit to come back the next day ready to change the system — you’ll understand what this role is about. The Director of Patient Experience is the steady hand guiding a hospital through the messy, high-stakes work of culture change. This isn’t a “soft skills” job. It’s about measurable results: moving Press Ganey scores, improving HCAHPS domains, and getting CMS star ratings to three stars or better across the board.
You’ll be charged with designing, implementing, and sustaining initiatives that hard-wire empathy and responsiveness into every interaction. That means partnering with the C-suite, aligning with the medical staff, and making sure frontline teams actually feel supported instead of micromanaged. You’ll be driving “The Power of One” culture, not just talking about it.
This is a senior nursing leadership position based in the greater New York City area, where progressive leadership experience in Nursing Administration is essential. The role requires a track record of shaping culture, driving accountability, and advancing patient-centered strategies that reflect the components of this job summary. There are some Patient Experience Liaisons who will report directly to you — so you’ll need to mentor them as part of building a cohesive, system-wide approach.
The right candidate is self-driven, pragmatic, and respected by colleagues. You should be able to walk into a room full of skeptical clinicians and still leave with alignment. Compensation is fully competitive with other Senior Director roles in the region, reflecting both the scope of responsibility and the expectation of impact.
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