ZipRecruiter

Log In

1

Director Patient Experience Relation Jobs (NOW HIRING)

next page

Showing results 1-20

All JobsHealthcare JobsHospital JobsPatient Advocate JobsDirector Patient Experience Relation Jobs

Director Patient Experience Relation information

See salary details

$33.5K

$121.3K

$174K

How much do director patient experience relation jobs pay per year?

As of Sep 10, 2026, the average yearly pay for director patient experience relation in the United States is $121,253.00, according to ZipRecruiter salary data. Most workers in this role earn between $100,000.00 and $146,000.00 per year, depending on experience, location, and employer.

What are popular job titles related to Director Patient Experience Relation jobs?

For Director Patient Experience Relation jobs, the most frequently searched job titles are:

Infographic showing various Director Patient Experience Relation job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 76% Full Time, 19% Part Time, and 4% Contract. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $121,253 per year, or $58.3 per hour.

Director, Patient Experience

Fredericksburg, VA • On-site

Mary Washington Healthcare
Hospitals • 1 - 5K employees
Learn more about Mary Washington Healthcareexternal

Full-time

Posted 26 days ago

Mary Washington Healthcare rating

7.5

Company rating: 7.5 out of 10

Based on 70 frontline employees who took The Breakroom Quiz

Job description

Start the day excited to make a difference...end the day knowing you did. Come join our team.
Job Summary:
The Director, Patient Experience works with health system leadership to create a patient-centered culture, resulting in Mary Washington Healthcare (MWHC) being recognized among the nation's leaders in providing outstanding health experiences for our customers. The position is responsible for the leadership, design and implementation of initiatives to foster outstanding service. This position works to identify areas for improvement and is accountable for supporting efforts that enhance performance in these areas. This position is also responsible for the oversight of the patient and guest relations program for MWHC and serves as the subject matter expert for service related activities at the organization. The Director, Patient Experience ensures timely and complete responses (that adhere to applicable regulations) to patient complaints through the supervision of the Patient Relations Coordinators. The Director, Patient Experience demonstrates a commitment of quality service to our patients and their families, the community, our physicians, and our Associates.
Essential Functions & Responsibilities:
  • Develops a system-wide plan to establish objectives for patient and guest relations at MWHC. Develops and implements policies and procedures to ensure the continuous, efficient operation and utilization of resources surrounding objectives. Anticipates issues and formulates plans to address situations and measure goal attainment.
  • Oversees the development and implementation of strategic initiatives to create a Service Excellence Culture that supports the attainment of MWHC's organizational goals. Reviews and revises plans to achieve these organizational goals; makes changes as necessary. Communicates the results of these strategies to senior leaders and develops recommendations for improvement.
  • Serves as the organization's primary resource in matters relating to service standards and compliance.
  • Provides direction for the bench-marking and research required to ensure the service excellence success of the various MWHC businesses and departments, and maintains a network of service-focused contacts.
  • Develops processes and systems that ensure MWHC records, categorizes, reviews, and learns from patient and guest feedback. Implements changes to improve the patient experience as necessary. Ensures timely and complete responses are provided to patients and guests who provide MWHC with feedback.
  • Tracks, trends and analyzes customer service data documented by Patient Relations Coordinators; reports this information as appropriate and uses this information to better the Patient Experience and Service Excellence Culture.
  • Ensures the adequate, consistent, and competent provision of patient relations services provided by Patient Relations Coordinators. Advises on and oversees Patient Advocacy in-service training programs developed by Patient Relations Coordinators.
  • Coordinates a system-wide reporting structure that monitors service recovery trends and identifies opportunities for improvement. Periodically reviews the effectiveness of our Service Recovery Process to ensure that the process is favorably impacting the customer experience.
  • Ensures compliance with applicable regulation concerning patient relations, including adherence to the Centers for Medicare & Medicaid Services (CMS) standard for addressing and resolving patient grievances in a timely fashion.
  • Oversees the various customer satisfaction surveying processes, and manages the associated third party contracts, as appropriate.
  • Develops and oversees the Service Excellence cost center budget.
  • Maintains professional competency and career growth through participation in professional organizations and continuing education activities.
  • Responsible for activities related to Human Resources, including hiring, retention and performance planning using performance management plans for Patient Relations Coordinators. Provides coaching and mentoring.
  • Performs other related duties as assigned or requested.

Qualifications:
  • Bachelor's Degree in Business Administration, Healthcare Administration, Hospitality Services, Sociology, or related field is required. Master's Degree is desirable.
  • Two years of previous management experience is required; a minimum of five (5) years management experience is desirable.
  • Five years of experience in a position of similar scope and responsibility of related field is required.
  • Experience in a performance improvement, consulting, or data analysis is desirable.
  • Strong analytical, organization and communication skills, as well as the ability to assimilate innovative new ideas, responsibilities and roles quickly, are required.
  • Must be able to prioritize tasks and work effectively in a multi-project environment. Must demonstrate effective project management, customer service, team-building and change agent skills.
  • Previous experience, and demonstrate proficiency, with the Windows Operating System and Microsoft Office required.
  • Experience with the various Performance Improvement tools and methodologies are desirable.

MWHC will not discriminate in its employment practices due to an applicant's race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status (EOE). We are also committed to equitable and transparent compensation practices and comply with all applicable pay transparency and pay equity laws.
Required
Physical Requirements: Constant (67-100% of workday) sitting and use of arms and hands; occasional (0-33% of workday) standing, walking, bending, squatting; ability to lift, push, and pull up to 10 lbs.; auditory and visual skills.
Mental Requirements: Possesses critical thinking and analytical skills. Ability to multi-task. Ability to communicate effectively and collaborate with a multi-disciplinary team.
Environmental Requirements and Exposure Hazards: Potential risk of exposure to chemicals.
"It is the policy of Mary Washington Healthcare to provide reasonable accommodations to qualified individuals with a disability who are applicants for employment or Associates."
Compensation Pay Range:
$58.26 - $87.40

What Mary Washington Healthcare employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

Mary Washington Healthcare logo

About Mary Washington Healthcare

Sourced by ZipRecruiter

Join Mary Washington Healthcare, one of Virginia's fastest-growing healthcare systems and the region's premier healthcare provider. Our nursing jobs, allied health, and physician jobs promote growth through career advancement and support in an environment designed for success.

Industry

Hospitals

Company size

1,001 - 5,000 Employees

Headquarters location

Fredericksburg, VA, US

Year founded

1899

View All Mary Washington Healthcare Jobs

Apply