Director, Service Excellence and Patient Experience

Southcoast Health - St. Luke's Hospital | New Bedford, Massachusetts 02740

Salary Range: Call for details
Date Posted: January 21, 2021
Opportunity Code: 27365


Seeking Leader Who is Passionate about Creating a First-In-Class Consumer Experience to Transform Service Excellence Across a Health System Near Boston!

The Position

  • Reporting to the Senior Vice President for Brand & Strategy, the Director will develop system-wide strategies to transform and deliver first-in-class service excellence and hospitality to all patients and consumers.
  • Leading the Service Excellence and Patient Experience Department, the Director will build, grow, and lead a team of specialists to improve metrics, maintain regulatory compliance, resolve grievances, and ensure overall success.
  • This visible leader will chair Southcoast’s Patient Family Advisory Council and partner closely with system clinical and operational leadership to communicate the vision across the entire system of care and drive consistent implementation plans.
  • Must bring demonstrated success in delivering service excellence and hospitality for consumers, preferably 3+ years in a leadership role and in a healthcare setting. 
  • Master’s degree preferred.

The Organization

  • Southcoast Health is a not-for-profit, community-based health system that serves more than 719,000 residents in 33 communities throughout southeastern Massachusetts and Rhode Island.
  • The system includes three acute care hospitals, known as Southcoast Hospitals Groups, with 815 total beds—Charlton Memorial Hospital in Fall River, St. Luke’s Hospital in New Bedford, and Tobey Hospital in Wareham—as well as Southcoast Behavioral Health in Dartmouth.
  • In addition to its hospitals and a physician network of more than 450 providers, Southcoast has more than 40 physician practices, multiple urgent care centers, a Visiting Nurse Association, the Centers for Cancer Care, outpatient surgery centers, and numerous ancillary facilities.
  • Holding The Joint Commission’s Gold Seal of Approval, Southcoast Hospitals Group was named one of Newsweek’s World’s Best Hospitals in 2019, ranking in the top 6% of U.S. hospitals that were considered.

The Community 

  • New Bedford, Massachusetts, has 95,000 residents and is located less than 60 miles from all that Boston has to offer.
  • Nicknamed “The Whaling City” due to its history as one of the world’s most important whaling ports, New Bedford helped inspire Herman Melville’s Moby Dick and is today known as America’s #1 fishing port and for its unmatched seafood.  
  • Located on Buzzards Bay, New Bedford residents can enjoy numerous beaches, countless outdoor activities, and magnificent scenery.
  • New Bedford has been ranked as the 7th Most Artistic City in America with a Seaport Cultural District that includes an arts center, performance venues, museums, boutique shops, wineries, and restaurants.



Apply for this job

Returning visitor? to your account to apply.


New visitor? Complete the form below to apply.