Director Patient Experience - ProHealth Care

ProHealth Care is seeking a Director of Patient Experience to lead organization-wide efforts that bring our promise—“The way you should be treated”—to life. This influential role partners with executive, physician, and operational leaders to shape the patient experience, translate feedback into meaningful improvements and strengthen a culture of compassionate, patient- and family-centered care. Available due to an upcoming retirement, this opportunity offers the chance to build on an established foundation and advance work that is central to our mission.

About ProHealth Care

ProHealth Care is a community-based health system serving Waukesha County and the surrounding communities through a comprehensive network of hospitals, clinics, and specialty services. Our teams share a commitment to exceptional care and improving the health of the communities we serve. Here, you’ll find a welcoming, collaborative culture where leaders work closely across disciplines, relationships matter, and your contributions make a meaningful difference for patients, families, and colleagues.

Schedule: Full-time, salaried position working standard business hours.

What You Will Do

As Director of Patient Experience, you will lead the development and implementation of strategies that strengthen the experience of patients and families across ProHealth Care. You will partner with leaders, providers and clinical and nonclinical teams to translate patient feedback, service standards, and organizational priorities into meaningful, measurable improvements.

Your work will span the full patient experience—from clinical care and support services to the physical environment and online interactions. Success in this role requires the ability to build trusted relationships, guide change and help teams connect everyday actions to the experience of those we serve.

You will:

• 
  
  
  
  • Lead patient experience strategy. Develop organization-wide priorities, partner with leaders to establish goals and improvement plans, and report progress to senior executive leadership.
  
  
  • Strengthen a culture of service. Champion the ProHealth Experience service standards, guide their continued evolution and help teams put them into practice.
  
  
  • Turn feedback into improvement. Analyze patient experience data, complaints, service breakdowns and external benchmarks to identify opportunities and remove barriers to an outstanding experience.
  
  
  • Partner across the organization. Serve as a trusted resource to leaders and providers, helping them interpret data, strengthen practices and incorporate patient experience into major initiatives.
  
  
  • Advance patient- and family-centered care. Promote partnerships among patients, families and care teams that recognize and respond to each patient’s unique needs.
  
  
  • Support effective service recovery. Establish processes that help teams respond promptly when an experience falls short and use those situations to improve future care.
  
  
  • Build engagement and sustain progress. Celebrate success stories, share learning and partner with Strategic Communications to keep patient experience visible across the organization.
  
  
  • Bring forward new ideas. Stay informed about industry research, emerging practices and changing consumer expectations to guide continued improvement.
  
  
  
  

Why Join ProHealth Care: 

We have nearly 5,000 dedicated clinical and non-clinical employees and physicians who work together every day to serve the health and well-being of our community. At ProHealth Care everyone contributes to the care our patients receive. And, everyone is treated with kindness and respect in our welcoming environment.

This Position Will Offer You:

• Engaging and community focused culture


• Competitive Salaries


• Opportunity for professional career growth


• Robust benefits for full-time and regular part-time roles, including Generous PTO; Choices in insurance; HSA; Tuition reimbursement; immediate 401K match; discounted tickets to various entertainment, social, and sporting events

ProHealth Care is an equal opportunity employer and is committed to an inclusive work environment and values the perspectives of our people. We maintain a drug-free workplace and perform pre-employment substance abuse testing. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.