About this role
The Director of Patient Experience provides strategic and operations leadership to advance a culture of exceptional, compassionate, and patient-centered care across Augusta Health. This role oversees the design, implementation, and evaluation of system-wide patient experience initiatives, ensuring alignment with organizational goals, regulatory requirements, and evidence-based best practices. The Director leads the Patient Relations and Grievance Program, ensuring compliance with CMS Conditions of Participation and DNV standards. The role also provides operational oversight for Switchboard/Communications Center, and Gift Shop/Retail operations - ensuring these departments deliver timely, safe, and service-oriented support that enhances the overall patient and family experience.