BJC Careers

Director of Patient Experience - Barnes-Jewish Hospital

Saint Louis, MO

Job Description

Job ID: 1171988
Employment Status: Full-Time
Regular/Temporary: Regular

Your Career. Made Better.

Barnes-Jewish Hospital at Washington University Medical Center is the largest hospital in Missouri and is ranked as one of the nation's top hospitals by U.S. News & World Report. Barnes-Jewish Hospital's staff is composed of full-time academic faculty and community physicians of Washington University School of Medicine, supported by a house staff of residents, interns, fellows and other medical professionals. Recognizing its excellence in nursing care, Barnes-Jewish Hospital was the first adult hospital in Missouri to be certified as a Magnet Hospital by the American Nurses Credentialing Center.

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Role Purpose

Directs the operations of the Office of Patient Experience which provides project leadership, program management and consulting services to the leaders of Barnes-Jewish Hospital, and is responsible for the overall creation, implementation and sustainment of initiatives to improve the patient experience. The Director of Patient Experience also supervises Hospitality Services. In addition, this position has an expanded role under the Center of Clinical Excellence for systemwide patient experience responsibility, and consults on patient experience plans with the Faculty Practice Plan and the Department of Medicine of Washington University School of Medicine.


  • Manages individual(s) including but not limited to: hires, trains, assigns work, manages & evaluates performance, conducts professional development plans. Ensures that the productivity and actions of that group meet/support the overall operational goals of the department as established by department leadership.
  • Develops and adheres to departmental staffing, revenue and/or expense budgets. Responds to changes in the business which may affect the ability to achieve the budget goals.
  • Develops, coaches, and mentors teams of physician and hospital leaders to improve operational excellence and the patient experience while enhancing clinical outcomes. Directs that development, implementation, and evaluation of on-boarding, competencies, and education for team members.
  • Analyzes workflow and processes within and among units and departments and redesigns and implements best practice models to improve patient experience and achieve better clinical outcomes and performance.
  • Collaborates with hospital leadership and medical staff to develop and implement strategic initiatives. Identifies and establishes long and short-term priorities that improve the patient, physician, and team member experience.
  • Provides leadership and direction to the organization's culture change initiatives. Champions innovation and supports teams involved in change management activities. Facilitates assignment of organizational systems, structures and processes necessary to support change leadership and management.
  • Defines patient experience metrics and demonstrates clinical and financial impact to leaders and teams. Develops and implements accountability systems to ensure adherence to strategy, process and culture.

  • Minimum Requirements


  • Bachelor's Degree
  • - Related field of study


  • 5-10 years
  • Supervisor Experience

  • 5-10 years

  • Preferred Requirements


  • Master's Degree
  • - Business/HC Admin

    Supervisor Experience

  • 10+ years

  • Benefits Statement

    Note: not all benefits apply to all openings

    -  Comprehensive medical, dental, life insurance, and disability plan options
    -  Pension Plan*/403(b) Plan
    -  401(k) plan
    -  Tuition Assistance
    -  Health Care and Dependent Care Reimbursement Accounts
    -  On-Site Fitness Center (depending on location)
    -  Paid Time Off Program for vacation, holiday and sick time

    *Pension does not apply to Memorial Hospital, Memorial Hospital East, Memorial Medical Group, Alton Memorial or Parkland Health Center

    Legal Statement

    The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.


    Equal Opportunity Employer