Market Director - Experience of Care
Bon Secours Mercy Health
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Richmond, VA
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Director
Posted April 17, 2026
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Responsibilities
Commitments
Responsibilities
- Deploys system experience of care strategies, tactics, and behaviors in their market
- Provides experience of care support across departments and disciplines
- Collaborates with facility leadership to help drive performance improvement efforts for experience of care
- Participates in system experience of care committees and workgroups to collaborate on system experience of care strategies and initiatives
- Press Ganey portal superuser, assists in managing market level access, in partnership with system director-manages requests to add or delete survey locations by completing demographic profiles for their market
- Supports market leadership by providing reports, deep dive data drills, and organizes PG resources in partnership with system EOC leadership for meetings and other requests.
- Review EOC KPI targets and data regularly, drives performance based with collaborating leaders based on results
- Collaborates with facility leadership to help drive performance improvement efforts for experience of care
Commitments
General office environment. * Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control.
Not Met Priorities
What still needs stronger evidence
Requirements
- Collaborates with facility leadership to help drive performance improvement efforts for experience of care
- Collaborates with system experience of care colleagues on best practices Licensing/Certification None Education Bachelors Degree, healthcare, nursing or related field required Masters, healthcare, nursing or related field preferred Work Experience 7-10 years related experience with experience of care/customer relations, and proven progressive responsibility influencing stakeholders required Working Conditions - Long-distance or air travel as needed- not to exceed 10% travel.
- General office environment. * Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control.
- Skills Plan and lead change (change management) Ability to assess deviation from best practices and effectively apply solutions Problem/conflict resolution Customer service champion Data trending and analysis
Preferred Skills
- Collaborates with system experience of care colleagues on best practices Licensing/Certification None Education Bachelors Degree, healthcare, nursing or related field required Masters, healthcare, nursing or related field preferred Work Experience 7-10 years related experience with experience of care/customer relations, and proven progressive responsibility influencing stakeholders required Working Conditions - Long-distance or air travel as needed- not to exceed 10% travel.
Education
- (Required) – Collaborates with system experience of care colleagues on best practices Licensing/Certification None Education Bachelors Degree, healthcare, nursing or related field required Masters, healthcare, nursing or related field preferred Work Experience 7-10 years related experience with experience of care/customer relations, and proven progressive responsibility influencing stakeholders required Working Conditions - Long-distance or air travel as needed- not to exceed 10% travel.
DIRECTOR, EXPERIENCE OF CARE | Richmond, VA Market **Must be located in Richmond, VA with 25% monthly travel to Hampton Roads, VA and Greenville, SC markets** Primary Function/General Purpose of Position The Experience of Care Director leads market-based team focused on driving experience of care system strategies, tactics, and behaviors to achieve experience of care excellence as noted by achieving experience of care KPI targets. Essential Job Functions
Deploys system experience of care strategies, tactics, and behaviors in their market
Provides experience of care support across departments and disciplines
Collaborates with facility leadership to help drive performance improvement efforts for experience of care
Participates in system experience of care committees and workgroups to collaborate on system experience of care strategies and initiatives
Press Ganey portal superuser, assists in managing market level access, in partnership with system director-manages requests to add or delete survey locations by completing demographic profiles for their market
Supports market leadership by providing reports, deep dive data drills, and organizes PG resources in partnership with system EOC leadership for meetings and other requests.
Review EOC KPI targets and data regularly, drives performance based with collaborating leaders based on results
Collaborates with facility leadership to help drive performance improvement efforts for experience of care
Collaborates with system experience of care colleagues on best practices Licensing/Certification None Education Bachelors Degree, healthcare, nursing or related field required Masters, healthcare, nursing or related field preferred Work Experience 7-10 years related experience with experience of care/customer relations, and proven progressive responsibility influencing stakeholders required Working Conditions - Long-distance or air travel as needed- not to exceed 10% travel. General office environment. * Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control. Skills Plan and lead change (change management) Ability to assess deviation from best practices and effectively apply solutions Problem/conflict resolution Customer service champion Data trending and analysis
Deploys system experience of care strategies, tactics, and behaviors in their market
Provides experience of care support across departments and disciplines
Collaborates with facility leadership to help drive performance improvement efforts for experience of care
Participates in system experience of care committees and workgroups to collaborate on system experience of care strategies and initiatives
Press Ganey portal superuser, assists in managing market level access, in partnership with system director-manages requests to add or delete survey locations by completing demographic profiles for their market
Supports market leadership by providing reports, deep dive data drills, and organizes PG resources in partnership with system EOC leadership for meetings and other requests.
Review EOC KPI targets and data regularly, drives performance based with collaborating leaders based on results
Collaborates with facility leadership to help drive performance improvement efforts for experience of care
Collaborates with system experience of care colleagues on best practices Licensing/Certification None Education Bachelors Degree, healthcare, nursing or related field required Masters, healthcare, nursing or related field preferred Work Experience 7-10 years related experience with experience of care/customer relations, and proven progressive responsibility influencing stakeholders required Working Conditions - Long-distance or air travel as needed- not to exceed 10% travel. General office environment. * Individuals in this position are required to exercise universal precautions, use personal protective equipment and devices, and learn the policies concerning infection control. Skills Plan and lead change (change management) Ability to assess deviation from best practices and effectively apply solutions Problem/conflict resolution Customer service champion Data trending and analysis