Quality - Baystate Health

Req#: R27265
Category(s): Performance/Analytics/Quality, Quality
Full Time / Part Time: Full-Time
Shift: First

The Senor Director, Patient Experience is accountable for the strategy, design, engagement and implementation of Baystate Health's Patient Experience program. In collaboration with the Baystate Health Leadership Team and the Division of Healthcare Quality, the position establishes the overarching vision and defines organization wide-strategic imperatives for transforming the health care experience for customers. This position influences leadership ensuring that experience design and improvement strategies drive organizational goal and vision achievement. The Senior Director is charged with creating and fostering a culture of compassion and commitment for exemplary patient and family experience through collaborative relationships with key stakeholders. Key stakeholders include entity leaders for BMP, home health, and hospitals, VP, operations excellence, Senior Vice President, Diversity, Equity and Inclusion.  The Manager of Patient and Guest Relations reports directly to the Senior Director. This position reports to the Senior Vice President, Chief Quality Officer.

The role of leaders at Baystate Health is, first and foremost to, work towards Advancing Care & Enhancing Lives for our diverse patients, community and staff. Baystate Leaders are expected to act as dynamic stewards of the organization and to engage people in meaningful work that calls on each person to contribute what they do best in order to ensure organizational success.  It is especially important that our leaders act in a way that demonstrates compassion, inclusiveness and raising the standard of excellence. Baystate Health is committed to the development and growth of its leaders and expects that its leaders, in turn, are committed to their own development and growth as well as that of all employees.  Baystate Leaders continuously develop the competencies that better enable them to envision purpose, engage people and execute productively, thus allowing us to fulfill our mission and achieve our vision of transforming Healthcare.


Envisioning Strategy:  Communicate a compelling vision of the organization’s future and effectively translate that into Divisional/Departmental and Individual goals.

Engaging People:  Recruit, develop and position people utilizing their strengths.  Create and promote an inclusive environment in which people are actively engaged, included and inspired to do their best to continuously improve individual and organizational effectiveness.

Executing to Achieve Results: Implement complex plans to achieve results through others with creative and sustainable solutions.

  • Leadership: Oversight and responsibility for the system-wide patient experience program including patient and guest relations functions. Determine key needs, diagnose and address problems, and monitor progress of important initiatives and activities. Develops and coordinates the execution of patient experience strategy, goals and objectives in collaboration with health system clinical and operational leaders.  Models and teaches building trust with our patients, families and community. Coaches leaders and staff for improved performance and execution of best practices in patient experience.

  • Advanced Communication Practices: Develops and executes communication plan for expectations, goals and current performance and activities related to patient experience improvement.  Engages senior health system leaders individually and in groups including creating accountability systems for patient experience performance. Assures collaborative communication and promotes a strong teamwork environment by ensuring inclusion of entire team and that all voices are heard.

  • Collaboration: Serves as a collaborator who partners with patients/families, physicians and frontline team members, leaders and aligns teams across the organization.  Fosters a culture and environment of collaboration with patients, listening to the voice of the patient, and commitment to excellence in patient and family experiences and inclusion.  

  • Patient Experience Measurement: Overall responsibility for determining and executing on the measurement strategy including measures, dashboards, processes for dissemination of performance data.  Work in collaboration with users of the data and Enterprise Analytics to design and implement data visualizations.  Analyze and monitor patient experience performance and produce insights for improvement.

  • Accountable for developing annual patient experience goals with system-wide provider and community stakeholders as well as integration, initiatives, and plans with relevant monitoring/measurement tools to achieve desired outcomes.

  • Responsible for the oversight and management of Office of Patient Experience budget.

  • Serves as the subject matter expert for service excellence, maintains an active understanding of current thinking and innovative interventions/programs regarding patient experience both locally and nationally.

Minimally Required Experience:

5 years of current, directly related experience and demonstrated proven leadership/managerial experience in health care or equivalent and a proven ability in planning and development of services, project management and leadership.


-Advanced knowledge of various patient experience survey tools, the field of consumer research and complaint and grievance management.

-Leading change in a complex, matrixed organization.

-Knowledgeable in Adult Learning Principles

-Skills in applying  Process Improvement Tools and Systems Thinking


  • Excellent Compensation High-quality, low-cost medical, dental and vision insurance
  • Generous PTO – up to 25 days in the first year, with scheduled earned increases
  • Continuing education support and reimbursement
  • First Time Home Buyers Financial Packages
  • Farm Share Memberships
  • 403b retirement company match & annual company contribution increase based on years of service
  • Free money coach advice from a certified professional
  • Wellbeing programs that include but are not limited to mental, physical, and financial health
  • Pet, home, auto and personal insurance
  • Life insurance
  • Reimbursement for a variety of wellbeing activities, included but limited to gym membership and equipment, personal trainer, massage and so much more!
  • Wellbeing programs that include but are not limited to mental, physical, and financial health

Baystate Health, western Massachusetts’ only academic center and tertiary care provider has a long and proud tradition of continuous learning and improvement. We educate and train hundreds of healthcare workers every year and advance knowledge about new approaches to care. At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff.  We are committed to increasing diverse representation across our organization. Together our inspired and compassionate teams manage the whole health needs of all communities in need.  

We strive to be the place where we can help you build the career you deserve – apply today – YOU belong at Baystate!


We offer competitive total compensation that includes pay, benefits, and other recognition programs for our employees. The base pay range shown above considers the wide range of factors that are considered in making compensation decisions including knowledge/skills; relevant experience and training; education/certifications/licensure; and other business and organizational factors. This base pay range does not include our comprehensive benefits package and any incentive payments that may be applicable to this role.

You Belong At Baystate

At Baystate Health we know that treating one another with dignity and equity is what elevates respect for our patients and staff. It makes us not just an organization, but also a community where you belong. It is how we advance the care and enhance the lives of all people.



Bachelor of Science (Required), Master of Science


Equal Employment Opportunity Employer

Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.

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