Director of Patient Experience

About North Country Healthcare (NCH):

North Country Healthcare is a non-profit affiliation of four medical facilities, Androscoggin Valley Hospital, North Country Home Health & Hospice Agency, Upper Connecticut Valley Hospital, and Weeks Medical Center, located in the White Mountains Region of New Hampshire. NCH includes numerous physicians and medical providers at multiple locations. This leading comprehensive healthcare network which employs hundreds of highly-trained individuals delivers integrated patient care through three community hospitals, specialty clinics, and home health and hospice services. NCH remains committed to the health and well-being of the communities we serve. As a leader in a management position this role emphasizes advancing High-Reliability Organization (HRO) principles, embedding a culture of safety, accountability, and consistent high performance.

POSITION SUMMARY:

The Director of Patient Experience is a visible, approachable leader who inspires collaboration, builds trust, and influences individuals and teams-even when change is challenging. This role leads the creation, development, and execution of a patient experience strategy that supports the mission, values, and goals of NCH. The Director engages staff at all levels, translating data into meaningful stories that connect both hearts and minds, and fosters a culture where every interaction reflects respect, compassion, and excellence.

This is a high-visibility role requiring exceptional interpersonal skills, strong analytical abilities, and a passion for empowering staff to deliver an outstanding patient experience. The ideal candidate thrives in a fast-paced environment, enjoys solving complex problems in partnership with others, and has a proven ability to lead people toward positive change.

ESSENTIAL QUALIFICATIONS

Education:

• Bachelor’s degree in a clinical field, healthcare management, business administration, customer service, or a related field (Master’s degree preferred).

Certification/Licensure:

• Certification in Patient Experience (CPXP) or similar credential advantageous.

Licensure:

• Current nursing or medical licensure is a plus, but not required.
• Association* accredited course in Basic Life Support (BLS) (for clinical staff), or Heartsaver CPR AED (for nonclinical staff), and renewal on a regular basis, with up to a three-month grace period after the expiration date.

Skills:

• Strong leadership and interpersonal skills.
• Excellent facilitation, communication, presentation and interpersonal skills with high emotional intelligence.
• Strategic thinking and problem-solving capabilities.
• Strong data analysis skills with the ability to present findings in a way that inspires action.
• Competence in change management and process improvement.
• Proficiency in Microsoft Office Suite and patient experience software a plus.

Work Experience:

• Proven ability to lead cross-functional teams without direct authority and influence change through relationships and credibility.
• Previous experience in engaging staff and leaders to embrace new approaches, including using data and feedback to guide decisions.
• Clinical background preferred.

ESSENTIAL FUNCTIONS:

1. Serve as a trusted, inspirational leader who builds relationships across all levels of the organization and fosters a culture of patient-centered care.
2. Develop and implement data collection and analysis strategies, using insights to guide and inspire action.
3. Translate complex data into clear, compelling messages that motivate leaders and frontline staff to make meaningful improvements.
4. Collaborate with leaders and teams to design strategies that enhance the experience of patients, families, and communities we serve.
5. Act as a strong advocate for patients’ needs and rights, ensuring respectful and compassionate care throughout their healthcare journey.
6. Coordinate training, coaching, and mentoring to build skills that enhance every patient interaction.
7. Champion and leverage technology solutions-such as patient portals and telehealth-to strengthen patient engagement.
8. Facilitate open dialogue that encourages staff to share ideas, raise concerns, and contribute to innovative solutions.
9. Lead the Patient Experience QAPI committee and actively participate in PFAC committee meetings.
10. Engage with local communities to understand their needs and ensure NCH remains a trusted and responsive resource.

NON-ESSENTIAL FUNCTIONS

1. Performs additional duties as assigned.
2. Adheres to facility Values, Service Excellence and Standards of Excellence.