Director-Patient Experience at Mayo Career Site US

Eau Claire, Wisconsin, United States -

Full Time

Start Date

Immediate

Expiry Date

31 Jul, 26

Salary

168875.2

Posted On

02 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Patient experience strategy, Change management, Leadership, Strategic planning, Data analytics, Process improvement, Relationship-centered care, Digital transformation, Clinical operations, Conflict resolution, Team building, Project management, Service recovery, Healthcare administration, Communication skills, Design thinking

Industry

Hospitals and Health Care

Description

This role requires a proven operational leader who has personally driven system-wide patient experience improvement and frontline behavior change in a complex, multi-site environment. The ideal candidate balances strategic, data-driven thinking with the ability to execute, influence clinicians, and sustain results across diverse cultures and teams. Based on‑site at Eau Claire, WI or Mankato, MN (with enterprise collaboration across other MCHS sites), the Director of Patient Experience leads program execution for community and rural medicine settings across 16 hospitals and 40 clinics. This position provides strategic vision for advancing patient‑experience innovation, including leveraging digital tools and technology adoption to enhance engagement, streamline processes, and improve outcomes across multiple service lines. The Director champions modernization initiatives that integrate digital platforms into patient‑experience strategies while maintaining a relationship‑centered culture. The Patient Experience Director shares responsibility for developing vision, strategy and capabilities to deliver outstanding patient experiences across systems and service lines in a matrix work environment. This includes improving experience and outcomes of the Patient Experience program, enhancing the relationship-centered culture, driving change management and assuming high level oversight for the Patient Experience infrastructure. Assumes oversight of multiple work units, management of resources as it pertains to executing the Patient Experience operational plan within assigned functional areas: service consultation and improvement; service recovery and complaint management; recognition and reward ; service values and behaviors; accountability; metrics and measurement; monitoring and control; and education and training. The Director of Patient Experience is also responsible for overall direction and engagement of Patient Experience Managers and ensures mobilization of staff at multiple organizational levels to implement and continuously improve experiences of patients and families at Mayo Clinic. The director serves as a co-chair for the site Patient Experience Subcommittee, and as a member of the Enterprise Patient Experience Subcommittee. Champion or lead large scale service educational and improvement activities, experience design, research and/or other projects as assigned. For Provider Relations and international program, develops products and services and provides Patient Experience consultation expertise to clients. Operational Change Leader: Proven experience leading and sustaining frontline patient experience transformation, with clear accountability for execution—not just strategy, analytics, or advisory work. System‑Wide Influencer in Complex Environments: Demonstrated success driving change across a highly matrixed health system with multiple sites, cultures, and micro‑cultures, influencing without direct authority. Behavior Change & Reliability Focus: Track record of leading system‑level behavior change (e.g., communication standards, service behaviors, care delivery workflows) that results in measurable improvement in HCAHPS/CAHPS and patient experience outcomes. Strategic and Executional Balance: Strong data‑driven and strategic mindset, paired with the ability to translate insights into practical operational workflows that clinicians and teams adopt and sustain. Clinical & Operational Credibility: Able to effectively partner with and influence physician, nursing, and operational leaders, coaching teams through change while setting clear expectations and accountability. Results Ownership: Demonstrated ownership of outcomes, with experience driving standardization, monitoring adoption, and ensuring consistent performance across sites over time. ** Travel required between campuses **This vacancy is not eligible for sponsorship / we will not sponsor or transfer visas for this position. During the selection process, you may participate in an OnDemand (pre-recorded) interview that you can complete at your convenience. During the OnDemand interview, a question will appear on your screen, and you will have time to consider each question before responding. You will have the opportunity to re-record your answer to each question - Mayo Clinic will only see the final recording. The complete interview will be reviewed by a Mayo Clinic staff member and you will be notified of next steps. Why Mayo Clinic Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans [https://jobs.mayoclinic.org/benefits/] – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic. Benefits Highlights * Medical: Multiple plan options. * Dental: Delta Dental or reimbursement account for flexible coverage. * Vision: Affordable plan with national network. * Pre-Tax Savings: HSA and FSAs for eligible expenses. * Retirement: Competitive retirement package to secure your future. Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives. Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is. [https://jobs.mayoclinic.org/alllocations] Equal Opportunity All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the "EOE is the Law" [https://www.eeoc.gov/poster]. Mayo Clinic participates in E-Verify [https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf] and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

Responsibilities

The Director of Patient Experience leads program execution and strategic vision for patient experience across 16 hospitals and 40 clinics. This role involves driving frontline behavior change, managing operational workflows, and leveraging digital tools to enhance patient outcomes in a matrixed environment.