Director Consumer Experience
Apply NowCompany: Frederick Health
Location: Frederick, MD 21702
Description:
Are you a bold, compassionate leader with a passion for transforming healthcare experiences? Frederick Health is seeking a Director of Consumer Experience to lead our system-wide strategy for service excellence, hospitality, and patient advocacy. Reporting to the VP of Patient Care Services, this role is ideal for someone who thrives in collaborative environments, leverages data to drive outcomes, and inspires teams to reimagine every consumer touchpoint-from the front door to discharge.
We're looking for someone with strong emotional intelligence, a strategic mindset, and a proven ability to turn vision into action. If you're ready to elevate care through empathy, innovation, and accountability, we want to hear from you.
Join us in creating a healthcare experience that feels personal, seamless, and exceptional.
Apply now and help shape the future of care in our community.
Job Summary
The Director of Consumer Experience is responsible for shaping and driving a comprehensive, system-wide strategy to ensure an exceptional first impression and overall experience for all consumers of our health system. Consumers include patients, families, visitors, employees, medical staff and volunteers-ensuring every touchpoint within the organization reflects our commitment to service excellence, hospitality, and safety.
Reporting to the Vice President of Patient Care Services, the Director will act as a liaison across the health system to elevate consumer experience initiatives. They will engage teams at all levels, fostering a culture of service, responsiveness, and continuous improvement while leveraging data-driven insights to drive a culture of hospitality, safety, and service transformation.
Service Excellence, including patient grievance/quality improvement, discharge phone call RNs, experience transformation, and data analytics reports directly to this position.
Example of Essential Functions:
1) Data-Driven Consumer Experience Transformation
a) Develop and execute a health system-wide consumer experience strategy and proactive interventions aligned with Frederick Health's mission and values to deliver a uniquely positive customer experience.
b) Reimagine the patient, family, and visitor experience through service innovation, ensuring seamless access, hospitality, and communication.
c) Utilize patient experience data analytics (HCAHPS, Press Ganey, real-time feedback tools) to identify trends and drive targeted improvements.
d) Develop and monitor key performance indicators (KPIs) and scorecards tracking service quality, consumer engagement, and operational efficiency.
e) Foster a culture of accountability by linking patient experience metrics to operational and staff performance goals.
2) Cross-Functional Collaboration & Leadership Development
a) Partner with clinical, operational, and administrative leaders to embed consumer-centric practices across all service lines and departments.
b) Drive system-wide initiatives that enhance the front-door experience, ensuring a welcoming, safe, and efficient environment for patients and visitors. Ensures an exceptional Emergency Dept. experience.
c) Oversee hospital-wide service excellence programs, including wayfinding and hospitality services.
d) Lead cross-functional teams to identify and execute process improvements that optimize service responsiveness and patient engagement.
e) Partner with patient throughput initiatives to provide a seamless transition through all areas of the health system and throughout a hospital stay.
f) Provide coaching and strategic direction to department directors, fostering a high-performance culture focused on service, accountability, and continuous improvement.
g) Collaborate with marketing and communications teams to highlight consumer experience improvements and engagement initiatives.
h) Engage with support services leadership to ensure a safe and welcoming environment by implementing industry best practices for food & nutrition, environmental health, and public safety.
i) Represent FH at the state level in service initiatives for Quality Based Reimbursement.
3) Patient Advocacy and Service Recovery
a) Ensure timely and regulatory-compliant responses to patient grievances and complaints, adhering to The Joint Commission and CMS requirements.
b) Lead a structured approach to consumer feedback and service recovery, addressing concerns with empathy and efficiency.
c) Champion initiatives to enhance discharge follow-ups, improving patient satisfaction and helping to reduce preventable readmissions.
d) Oversee leadership training programs focused on service recovery, compassionate communication, and consumer-centric best practices.
e) Empower frontline teams with staff engagement strategies, fostering ownership of the consumer experience that drives an easy and personal experience and prioritizes wellbeing, enhanced engagement, and accelerates satisfaction.
f) Facilitates Patient and Family Advisory Council to enhance and expand the program to increase customer feedback.
Interpersonal and Leadership Characteristics:
Minimum Education, Training, and Experience Required:
Patient Contact
Must demonstrate and maintain current knowledge and skills in providing appropriate care/contact for patients in the following age groups:
_ Performance of job does not require patient contact
Physical Demands:
Sedentary - Light Work - Lifting up to 15 pounds on an infrequent basis (less than one lift every three minutes). While work is mostly done sitting, a certain amount of walking or standing is often necessary.
Caring for you as you care for the CommUNITY
Frederick Health offers a comprehensive and affordable benefits package. Health, Dental and Vision insurance are offered the 1st of the month after 30 days of employment to all employees hired to work at least 20 hours per week and we offer multiple plans to best meet your and your family's needs. Life insurance, Short-Term Income Replacement and Long-Term Disability are employer paid for eligible employees. Frederick Health offers a robust Paid Time Off program for eligible employees. Our 403B retirement plan helps you save for your retirement and includes an employer match to eligible employees. All employees have access to free financial planning sessions. We also offer an educational assistance program to support your education goals as well as an employer paid Employee Assistance Program.
Pay is based on experience, skills and education. If position is part-time, salary will be pro-rated based on scheduled hours. The pay range may also vary within the stated range based on specialty if applicable. Non-Exempt positions may have shift differential and/or Overtime paid, if applicable.
Salary Range: $118,684.80 - $189,904.00
We're looking for someone with strong emotional intelligence, a strategic mindset, and a proven ability to turn vision into action. If you're ready to elevate care through empathy, innovation, and accountability, we want to hear from you.
Join us in creating a healthcare experience that feels personal, seamless, and exceptional.
Apply now and help shape the future of care in our community.
Job Summary
The Director of Consumer Experience is responsible for shaping and driving a comprehensive, system-wide strategy to ensure an exceptional first impression and overall experience for all consumers of our health system. Consumers include patients, families, visitors, employees, medical staff and volunteers-ensuring every touchpoint within the organization reflects our commitment to service excellence, hospitality, and safety.
Reporting to the Vice President of Patient Care Services, the Director will act as a liaison across the health system to elevate consumer experience initiatives. They will engage teams at all levels, fostering a culture of service, responsiveness, and continuous improvement while leveraging data-driven insights to drive a culture of hospitality, safety, and service transformation.
Service Excellence, including patient grievance/quality improvement, discharge phone call RNs, experience transformation, and data analytics reports directly to this position.
Example of Essential Functions:
1) Data-Driven Consumer Experience Transformation
a) Develop and execute a health system-wide consumer experience strategy and proactive interventions aligned with Frederick Health's mission and values to deliver a uniquely positive customer experience.
b) Reimagine the patient, family, and visitor experience through service innovation, ensuring seamless access, hospitality, and communication.
c) Utilize patient experience data analytics (HCAHPS, Press Ganey, real-time feedback tools) to identify trends and drive targeted improvements.
d) Develop and monitor key performance indicators (KPIs) and scorecards tracking service quality, consumer engagement, and operational efficiency.
e) Foster a culture of accountability by linking patient experience metrics to operational and staff performance goals.
2) Cross-Functional Collaboration & Leadership Development
a) Partner with clinical, operational, and administrative leaders to embed consumer-centric practices across all service lines and departments.
b) Drive system-wide initiatives that enhance the front-door experience, ensuring a welcoming, safe, and efficient environment for patients and visitors. Ensures an exceptional Emergency Dept. experience.
c) Oversee hospital-wide service excellence programs, including wayfinding and hospitality services.
d) Lead cross-functional teams to identify and execute process improvements that optimize service responsiveness and patient engagement.
e) Partner with patient throughput initiatives to provide a seamless transition through all areas of the health system and throughout a hospital stay.
f) Provide coaching and strategic direction to department directors, fostering a high-performance culture focused on service, accountability, and continuous improvement.
g) Collaborate with marketing and communications teams to highlight consumer experience improvements and engagement initiatives.
h) Engage with support services leadership to ensure a safe and welcoming environment by implementing industry best practices for food & nutrition, environmental health, and public safety.
i) Represent FH at the state level in service initiatives for Quality Based Reimbursement.
3) Patient Advocacy and Service Recovery
a) Ensure timely and regulatory-compliant responses to patient grievances and complaints, adhering to The Joint Commission and CMS requirements.
b) Lead a structured approach to consumer feedback and service recovery, addressing concerns with empathy and efficiency.
c) Champion initiatives to enhance discharge follow-ups, improving patient satisfaction and helping to reduce preventable readmissions.
d) Oversee leadership training programs focused on service recovery, compassionate communication, and consumer-centric best practices.
e) Empower frontline teams with staff engagement strategies, fostering ownership of the consumer experience that drives an easy and personal experience and prioritizes wellbeing, enhanced engagement, and accelerates satisfaction.
f) Facilitates Patient and Family Advisory Council to enhance and expand the program to increase customer feedback.
Interpersonal and Leadership Characteristics:
- Strong emotional intelligence, with the ability to build trust and inspire confidence across all levels of the organization.
- Exceptional communication and active listening skills, ensuring clear, compassionate, and effective interactions with patients, families, and staff.
- Collaborative leadership style, fostering teamwork, inclusion, and cross-departmental partnerships to achieve shared goals.
- Strategic thinking and problem-solving abilities, with a focus on innovative solutions that enhance consumer experience and operational efficiency.
- Adaptability and resilience, maintaining composure and effectiveness in high-pressure situations.
- Empathy and advocacy, championing the voices of patients and families while supporting staff in delivering compassionate care.
- Strong mentorship and coaching skills, dedicated to developing future leaders and fostering a culture of continuous learning and improvement.
Minimum Education, Training, and Experience Required:
- Bachelor's degree required, Master's degree in Healthcare Administration, Business, Hospitality, or related field preferred.
- 7+ years of progressive leadership experience in healthcare administration, hospitality, consumer experience, or operational leadership.
- Demonstrated success in customer service/patient experience outcomes.
- Strong background in managing complex, multi-departmental programs or large, diverse teams.
- Experience leveraging data analytics to drive operational and cultural change.
- Certification in Patient Experience Leadership (CPXP), Lean Six Sigma, or change/project management preferred.
Patient Contact
Must demonstrate and maintain current knowledge and skills in providing appropriate care/contact for patients in the following age groups:
_ Performance of job does not require patient contact
Physical Demands:
Sedentary - Light Work - Lifting up to 15 pounds on an infrequent basis (less than one lift every three minutes). While work is mostly done sitting, a certain amount of walking or standing is often necessary.
Caring for you as you care for the CommUNITY
Frederick Health offers a comprehensive and affordable benefits package. Health, Dental and Vision insurance are offered the 1st of the month after 30 days of employment to all employees hired to work at least 20 hours per week and we offer multiple plans to best meet your and your family's needs. Life insurance, Short-Term Income Replacement and Long-Term Disability are employer paid for eligible employees. Frederick Health offers a robust Paid Time Off program for eligible employees. Our 403B retirement plan helps you save for your retirement and includes an employer match to eligible employees. All employees have access to free financial planning sessions. We also offer an educational assistance program to support your education goals as well as an employer paid Employee Assistance Program.
Pay is based on experience, skills and education. If position is part-time, salary will be pro-rated based on scheduled hours. The pay range may also vary within the stated range based on specialty if applicable. Non-Exempt positions may have shift differential and/or Overtime paid, if applicable.
Salary Range: $118,684.80 - $189,904.00