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HCS Director Patient Experience Improvement

Job ID: 32614
Location: Chapel Hill, NC
Facility/Division: Shared Services
Status: Full Time
Shift: Day Job

Did you know UNC Health has Ranked #2 Most Trusted Healthcare Brand in the U.S.? The UNC Health brand was ranked as the #4 healthcare brand in the United States overall and the #2 most trusted healthcare brand, just after Johns Hopkins and before Mass General. Join our One-Great-Team!

Job Description


Become part of an inclusive organization with over 40,000 diverse employees, whose mission is to improve the health and well-being of the unique communities we serve.


Reporting to the HCS Executive Director Patient Experience, the HCS Director Patient Experience Improvement will develop, communicate and monitor tactical interventions of the UNC Health Patient Experience Strategic Plan. Through engagement of providers and teammates in improvement efforts, this leader will promote an optimal patient experience and oversee the standardization of Carolina Care behaviors, UNC Health’s branded model of care delivery.


• Direct system-level orientation and implementation of Carolina Care behaviors and patient experience tactical improvement interventions.
• Provide strategic insight as a trusted advisor to entity-level leaders and patient experience team members based on the interpretation of patient experience data. Guide the development of SMART patient experience goals that are operationally aligned with both the entity and UNC Health strategic patient experience plans.
• Equip entity leadership and patient experience team leads with Carolina Care resources necessary for implementation of behavioral standards and patient experience tactical solutions
• Train and direct UNC Health HCS Patient Experience Project Managers (and other team members) in accordance with prescribed Carolina Care Guidelines for orientation, coaching and leadership development across a variety of disciplines, work groups and service lines.
• Execute and evaluate auditing processes to ensure consistent compliance with UNC Health Patient Experience and Carolina Care Guidelines.
• Maintain entity-level activity documentation and provide HCS Executive Director and UNC Health Patient Experience Governance Committees with regular updates and recommendations.

Other Information

Other information:
Education Requirements:

  • Master’s Degree in Nursing, Public Health, Health/Business Administration, Organizational Development

Licensure/Certification Requirements:

  • CPXP certification required at hire (*or attainable within 1 year of assuming role).
  • Project management (PMP), leadership development, professional/executive coaching certification a plus

Professional Experience Requirements:

  • Seven plus (7+) years of progressive health care leadership experience in management, training, coaching and development in the healthcare setting.

Knowledge/Skills/and Abilities Requirements:

  • Advanced knowledge of organizational change management, curriculum development, statistical analysis, process improvement and consumer-driven delivery system models
  • Advanced knowledge of CMS CAHPS and proprietary patient experience survey tools, patient access, safety and patient feedback/grievance documentation platforms
  • Highly skilled in the use of data collection and analytics to facilitate improvement efforts and build trust with key stakeholders such as C-Suite, medical staff, and patient experience leaders
  • Broad knowledge of regulatory reimbursement mechanisms related to value-based purchasing (CMS) and patient experience public reporting
  • Superior interpersonal, persuasive, negotiating and communication skills
  • Adept at working across disciplines, entities and within a matrix organizational structure to promote transparency, communication and innovation
  • Keen ability to assess organizational readiness for change and adapt operational approach based on the unique needs of an organization
  • Ability to enable transparency, open dialogue and issue resolution
  • Adept at building consensus and commitment through demonstrated professionalism, discretion and project execution
  • Strong in articulating challenges and offering innovative, proactive solutions/alternatives
  • Excellent communication skills for coaching/ consulting, interpersonal, facilitation, and presentation skills diverse audiences
  • Exemplary in conveying optimism and subject-matter expertise that inspires teamwork and collaborative thinking across the organization.
  • Champion continuous improvement and individual accountability for measurable results
  • Sensitivity and professional responsiveness to administrative challenges, budgetary constraints and workforce limitations
  • Adept at crafting a vision and plan for change that can be embedded in existing organizational culture
  • Ability to travel to entity facilities to conduct presentations and consultations as required

Job Details

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: System Patient Experience 

Work Type: Full Time

Standard Hours Per Week: 40.00

Work Schedule: Day Job

Location of Job: US:NC:Chapel Hill

Exempt From Overtime: Exempt: Yes

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care. This is not a State employed position.
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Diversity Statement

The UNC Health System and the UNC School of Medicine are committed to valuing all people throughout our organization, regardless of background, lifestyle, and culture. A diverse and inclusive work environment for staff and culturally appropriate care for our patients, are essential to fulfilling our UNC Health vision of improving the health of all North Carolinians.

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