What are the responsibilities and job description for the VP Patient Experience position at Harris Health?
About Us
Harris Health is the public healthcare safety-net provider established in 1966 to serve the residents of Harris County, Texas. As an essential healthcare system, Harris Health champions better health for the entire community, with a focus on low-income uninsured and underinsured patients, through acute and primary care, wellness, disease management and population health services. Ben Taub Hospital (Level 1 Trauma Center) and Lyndon B. Johnson Hospital (Level 3 Trauma Center) anchor Harris Health's robust network of 39 clinics, health centers, specialty locations and virtual (telemedicine) technology. Harris Health is among an elite list of health systems in the U.S. achieving Magnet® nursing excellence designation for its hospitals, the prestigious National Committee for Quality Assurance designation for its patient-centered clinics and health centers and its strong partnership with nationally recognized physician faculty, residents and researchers from Baylor College of Medicine; McGovern Medical School at The University of Texas Health Science Center at Houston (UTHealth); and The University of Texas MD Anderson Cancer Center.
Job Summary
The Vice President of Patient Experience leads the development and execution of a system wide strategy that elevates patient centered care and strengthens key experience metrics such as HCAHPS and NRC. They foster a culture of empathy and service excellence by partnering with multidisciplinary leaders, supporting frontline teams, and embedding patient experience principles into staff development. They drive operational improvements through best practice rounding, communication, service recovery, and data driven decision making while ensuring regulatory compliance. Additionally, they engage patients and families, promote transparency through strategic communications, and represent the organization across external networks and benchmarking forums.
Degrees
Master's Degree in Nursing, Healthcare Administration, Public Health, or related Consumer Experience field required.
Certificate
In Patient Experience (e.g., CPXP) or Lean Six Sigma.
Experience in nursing leadership or integrated health systems.
Work Experience
Fifteen (15) Years Work Experience patient experience or service excellence.
Management Experience
Ten (10) Years of Management Experience progressive leadership experience in healthcare.
Communication Skills
Exceptional Verbal (Public Speaking)
Writing/Correspondence
Writing/Reports
Knowledge/Skills/Abilities
Analytical Abilities
Statistical Knowledge and Abilities
Work Schedule
Flexible
Other Requirements
Proven ability to lead cross-functional teams and drive cultural transformation.
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