Director of Patient Experience & Guest Services

Advertised Job SummaryServes as the Director of Patient Experience and Guest Services for the University of South Carolina Clinical Affairs, which plays a critical role in bridging the gap between customer expectations and strategic goals, ensuring that every interaction stakeholders have with the organization is aligned with its culture and values. This position is essential for fostering a consumer-centric culture and driving long-term loyalty from patients, providers and employees. Responsible for leveraging best practices in design and user experience by focusing on enhancing and sustaining the overall brand experience.
Job Related Minimum Required Education and ExperienceRequires a bachelor’s degree in a job related field and at least 8 years of job related experience, including some prior management experience.
Required Certification, Licensure/Other Credentials

Preferred Qualifications Bachelor’s degree in a health-related or business field, master’s
degree in business or healthcare administration. 5-10 years of experience leading consumer experiencestrategies and best practices; proven track record in customer experience management,design and cross-functional leadership.

Knowledge/Skills/Abilities

• Deep understanding of patient experience principles, healthcare operations, and customer service best practices.
• Familiarity with healthcare quality improvement, satisfaction metrics, and organizational change management.
• Knowledge of data analytics, survey methodology, and performance measurement tools.
• Understanding of consumer behavior and brand alignment in healthcare settings.
• Strategic planning and execution with ability to translate vision into actionable plans.
• Strong leadership, facilitation, and cross-functional collaboration skills.
• Proficiency in data interpretation and using analytics to drive improvement initiatives.
• Excellent written, verbal, and interpersonal communication skills.
• Skilled in stakeholder engagement, conflict resolution, and relationship management.
• Ability to inspire and motivate teams toward a culture of service excellence.
• Ability to analyze complex problems and develop innovative, patient-centered solutions.
• Ability to manage multiple priorities in a fast-paced, matrixed environment.
• Ability to influence organizational change through empathy, credibility, and evidence-based practice

Job Duties Job DutyStrategic Leadership and Vision Development
Serve as the key leader who collaborates and partners with senior executives, department heads, and stakeholders to develop and define a clear and actionable vision for achieving world-class patient and guest experiences. Align all initiatives with the organization’s mission, values, and strategic objectives to foster a consumer-centric culture that drives excellence and loyalty.
Essential Function Yes
Percentage of Time 20
Job DutyProgram Design, Implementation, and Evaluation
Develop, execute, and continuously refine a comprehensive consumer-centric strategy that aligns with organizational goals and brand promise. Lead the design, implementation, and evaluation of patient journey maps to identify opportunities for innovation and improvement across the continuum of care, including specialized networks such as the Neurological Institute, Rehabilitation Center, and Brain Health Center.
Essential Function Yes
Percentage of Time 20
Job DutyOperational Oversight and Partnership Management
Lead and assist selected partners-including architectural firms, clinical leaders, and operational teams-in patient care flow mapping and all aspects of design and operations that impact patient and guest experience. Ensure coordination of initiatives that enhance the efficiency, accessibility, and hospitality of care environments.
Essential Function Yes
Percentage of Time 15
Job DutyPerformance Measurement and Continuous Improvement
Establish and monitor key performance indicators (KPIs) related to patient and customer satisfaction, retention, and brand loyalty. Manage feedback loops through surveys, analytics, and direct engagement to ensure timely response to emerging trends, adapting strategies to continually elevate the experience of patients, providers, and employees.
Essential Function Yes
Percentage of Time 15
Job DutyData-Driven Decision-Making and Innovation
Utilize data-driven insights and advanced analytics to inform decision-making, identify performance gaps, and support continuous improvement. Apply evidence-based methodologies to enhance the overall patient, provider, and employee experience while fostering accountability and operational excellence.
Essential Function Yes
Percentage of Time 10
Job DutyCulture Building and Workforce Engagement
Promote and sustain an engaging, inclusive, and high-performance work environment that aligns with the organization’s culture and values. Lead efforts to cultivate a shared sense of purpose among staff, reinforcing behaviors and practices that reflect the organization’s brand and commitment to excellence in every interaction.
Essential Function Yes
Percentage of Time 10
Job DutyStakeholder Relations and Strategic Communication
Serve as liaison for strategic initiatives, priority projects, and physician engagement programs, ensuring effective communication and collaboration across departments. Build strong partnerships with internal and external stakeholders to support the strategic direction of patient experience initiatives and strengthen overall brand alignment.
Essential Function Yes
Percentage of Time 10Position AttributesEmployees in Safety-Sensitive or Security-Sensitive positions will be subject to pre-employment and post-employment drug testing in accordance with University policy HR 1.95 Drug and Alcohol Testing. Safety Sensitive or Security Sensitive No
Hazardous weather category Essential

University of South Carolina