Director, Patient Experience

  • Niagara Health System
  • Jan 24, 2023
Full time Director

Job Description


Director, Patient Experience

Full-time position

If your knowledge of patient experience and performance improvement is complemented by an understanding of the social determinants of health and a commitment to health equity, this is an exceptional opportunity to join Niagara Health – at our St. Catharines Site – and make your mark as part of the leadership team that’s delivering on our strategic plan.

Reporting to the Executive Vice President, Patient Experience and Integrated Care, you will provide leadership, direction, management and evaluation of a new portfolio, aligned with Niagara Health's strategic plan. This will entail responsibility for developing and leading a patient experience strategy that strengthens patient experience and patient partnership organization-wide. Redefining 'patient experience' as a core business strategy will be your priority as Director, Patient Experience, and will call for you to develop and align systems, processes and structures to support this foundational work. Establishing the Patient Experience portfolio is a key priority, which will include eventual leadership and oversight of the new Indigenous Health Services and Reconciliation portfolio.

More specifically, as Director of Patient Experience, you will:

  • Provide direct leadership to develop and advance a strong culture of patient experience across Niagara Health.
  • Develop and oversee innovative patient experience structures, processes and initiatives that meet and exceed national best practices.
  • Translate the concepts of service excellence, patient experience and patient relations into actionable behaviours.
  • Ensure that patient experience reporting frameworks are developed and integrated, with regular trend reporting, analysis and action planning.
  • Demonstrate a deep understanding of, and commitment to, health equity and the social determinants of health.
  • Through organization-wide collaboration, develop strategies for continuous improvement and change management to manage and mitigate patient experience risks.
  • Oversee and grow the Niagara Health Engagement Network, ensuring patient partnership and engagement across Niagara Health.
  • Build and foster respectful and collaborative partnerships with external partners through listening, learning, and committing to shared results.
  • Will provide eventual leadership and oversight of the new Indigenous Health Services and Reconciliation portfolio.

To join our dynamic team as Director, Patient Experience, you must be a skilled team builder and collaborative leader who can integrate health systems, processes and strategy to deliver patient-centric solutions, and whose competencies, skills and attributes include:

  • A master's degree in Business or Health Administration.
  • A minimum of five (5) years' related experience in a leadership position in the health system.
  • Knowledge and understanding of hospitals and, particularly, patient experience, quality and performance improvement.
  • Demonstrated experience developing and delivering patient-centric solutions that improve care for all and partnering with cross-functional teams to develop strategies.
  • Experience in an integrated healthcare delivery system.
  • Superior interpersonal and leadership skills and abilities.
  • Strong, well developed business management skills (strategic planning, budgeting, resource allocation and analytics).
  • Ability to identify bold solutions to complex problems and to capitalize upon new ideas, tools and technology.
  • Demonstrated leadership in executing plans in partnership with various stakeholders.
  • Excellent mediation and conflict resolution skills with the ability to negotiate diplomatically across clinical and non-clinical groups.
  • Superior analytical, problem-solving and project management skills.
  • Proven leadership and team-building skills.
  • Demonstrated commitment to continuing education in healthcare or business.


  • Vaccines (COVID-19 and others) are a new hire requirement of the job, unless you have an exemption based on a medical ground or on a ground pursuant to the Ontario Human Rights Code.

Discover a team environment of Extraordinary Caring – and great quality of life

Niagara Health is a regional healthcare provider with multiple sites and a growing network of community-based and virtual services.

We believe that every person in our region deserves to live every day of their life in the best health possible. As a community-based academic centre, our focus on teaching and learning, research, innovation and partnership propels us to continually improve care and make a difference in people’s lives.

Our team is made up of more than 7,300 employees, physicians and volunteers whom we count on to deliver Extraordinary Caring. Every Person. Every Time. Our Accreditation with Exemplary Standing is a clear demonstration of the team’s commitment to the highest safety and quality standards.

We provide a full range of acute care hospital services to the 450,000 residents across the Niagara region, and we are one of the few hospitals in Ontario that own and operate a long-term care facility.

Creating a healthy community is a collaborative effort. The courage and hope demonstrated by so many during the COVID-19 pandemic inspire us to continue to work with community partners to improve the health and well-being of our region.

To join Niagara Health is to spend more time enjoying life than commuting. Nestled between Lake Ontario and Lake Erie, and best known for its tourist attractions, the area offers great geographical advantages. Our hospital sites are located in thriving communities, where affordable housing, a myriad of recreational and cultural activities, and diverse settings make both family and single living a rewarding experience.

For more information on Niagara Health, visit Please apply online, by Sunday, February 19, 2023, at

Join us on twitter @ nhscareers

We are especially interested in connecting if you…

  • Value diversity, equity and inclusion;
  • Are excited about being part of a respectful and hard-working team in the beautiful Region of Niagara;
  • Identify as a member of one or more of the following groups: equity-seeking group, Indigenous persons, persons with disabilities, persons of diverse sexual orientations and gender identities and all others who may contribute to the further diversification of ideas;
  • Have a background or expertise in the healthcare environment, supporting patient care and providing extraordinary customer service.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Niagara Health will provide accommodations through the recruitment process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

Job Category



St. Catharines, ON