Job Description


The Director of Patient Experience and Care Advocacy provides leadership to assure that leaders and staff are fully prepared to favorably impact patient, employee and physician engagement and collaboration across the YRMC continuum of care. The Director serves as a resource to medical staff, nursing, management, volunteers and all other employees in designing, planning, coordinating, implementing, educating and analyzing policies, processes, programs, data collection and reporting in support of a healing culture and positive experiences-every person, every time. The Director provides strategic direction and leadership in the planning and execution of system-wide service excellence and patient relation programs. The Director will oversee a data driven program collecting, tracking and analyzing service excellence trends for optimizing service outcomes; create a strategic vision for the organization that will ultimately drive patient experience at every level of the organization; will communicate system progress on service and patient relations initiatives to all relevant team members including the organization’s Executive Team and Board of Directors and will coach system employees and leadership to maximize the use of collaboration tools and programs for optimal experiences-every person, every time.

The incumbent is primarily accountable for the planning, implementation and operation of the department in order to meet the needs of the organization. The Director will provide leadership and expertise in the management of the department. Accountable for human resource management, financial management, and quality management for department and programs within incumbent’s responsibility in support of the mission, vision and strategic objectives of YRMC.


Bachelors Degree in related field such as business, hospital administration, education nursing, social work, or medicine.  


5 years of experience in utilizing a variety of data sources and other patient experience surveys/metrics. Knowledge of current trends and best practices in OD, patient experience and service excellence relevant to services provided by hospitals, medical staffs, and integrated healthcare systems. Computer proficiency (must be able to pass computer proficiency assessment)


Work Schedule: 8-hours, Days, Monday through Friday


Physical Requirements and working conditions for this position will be provided to you upon interview.


Application Instructions

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