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Senior Director - Patient Experience



At Rochester Regional Health, we are dedicated to getting health care right. Our robust benefits and total rewards foster employee wellbeing, professional development and personal growth. We care for your career while caring for the community.

  • Pension Plan
  • Retirement Plan
  • Comprehensive Benefits Package
  • Tuition Reimbursement
  • Benefits Effective Date of Hire


The Sr. Director is a key leadership position within the Quality Safety Institute (QSI) at Rochester Regional Health System (RRH). Working under the direction of the VP, Patient Safety Officer and in partnership with other senior leaders across the RRH system, this role supports the Quality and Safety strategic pillar to provide the highest quality care, free from preventable harm with best-in class service at the lowest cost. The Sr. Director for Patient Experience assumes system responsibility for Rochester Regional Health System (RRHS). The role will drive and foster a culture of patient and family centered care and service excellence, while improving patient and family experience across the enterprise. The Sr. Director will work directly with the Executive Teams at all RRHS affiliates to assess and communicate performance and create change at all levels of the organization. This role will also be accountable to supporting and managing the organizational needs, as well as the design, implementation, and evaluation of programs that facilitate the professional development and continuous learning of all team members. The role is responsible to translate the concepts of service excellence, patient experience, and patient relations into actionable behaviors, to build a culture of true patient and family centered care and engagement.

STATUS: Full Time

LOCATION: Rochester, NY

DEPARTMENT: Patient Experience



  • Master’s Degree in Nursing, Medicine, Organizational Development, Public Health Administration, Public Health, Business or related field required. Doctorate degree preferred.
  • Ten years of related experience with progressive levels of responsibility required.
  • Certification in quality improvement, safety, clinical risk management or equivalent (e.g., Certified Professional in Healthcare Quality – CPHQ, Lean, Certified
  • Professional in Patient Safety - CPPS) required or must be obtained within three years of hire. (For those with a BSN; valid NYS Registered Nurse License is required.)
  • Deep understanding of CAHPS and pay for performance value based purchasing.
  • Proven track record of implementing and accomplishing customer service improvements in a large academic complex healthcare organization of system.
  • Knowledge of survey methodologies.
  • Knowledgeable of programs for improving patient experience, provider communication, and patient and family engagement.
  • Experience with coaching methods and leadership, and budgeting.
  • Proven track record of results with process management, and lean management.
  • Passionate with ability to inspire, ability to lead and facilitate meetings, conduct focus groups, and lead trainings. Ability to motivate commitment from stakeholders and team members.
  • Purpose driven, principle led and performance focused wit proven ability to lead change
  • Ability to articulate challenges and be proactive in thinking and executing innovative strategies.
  • Ability to communicate effectively, both verbally and in writing, across levels of the organization.
  • Ability to create effective presentations that inspire and influence.
  • Advanced data analysis, data visualization, and interpretation skills.
  • Ability to demonstrate strong leadership and management skills.


  • Information Management. Responsible for all aspects of Patient Experience measurement through surveys. Services as primary point person for vendor relations on surveys and patient experience support. Manages the reporting outcomes in patient experience to the Board of RRH. Monitors quality based reimbursement for CAHPS. Partners with senior leadership to set goals for the system on patient experience, including annual incentive programs. Serves as a subject matter expert for service excellence, maintaining and active understanding of current thinking and innovative interventions/program regarding the patient experience both locally and nationally.
  • Strategy and Performance Management. Identifies and presents key issues affecting the patient and family experience for Board and Executive leadership discussion and decision making. Presents findings on barriers to success, area of excellence, and progress towards goals. Partners to set strategic priorities and metrics for Patient and Family centered care. Monitors national CAHPS and patient experience trends and federal requirements. Distinguishes how top performing healthcare systems identify and maintain success. Creates and monitors service standards for patient relations.
  • Leadership. Responsible for supervision of patient experience talent at local levels. Responsible for budget management and financial stewardship.

PHYSICAL REQUIREMENTS: S - Sedentary Work - Exerting up to 10 pounds of force occasionally Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

PAY RANGE: $120,000.00 - $170,000.00

The listed base pay range is a good faith representation of current potential base pay for successful applicants. It may be modified in the future. Pay is determined by factors including experience, relevant qualifications, specialty, internal equity, location, and contracts.

Rochester Regional Health is an Equal Opportunity / Affirmative Action Employer. Minority/Female/Disability/Veteran
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