National Director of Clinician and Patient Experience

POSITION SUMMARY 

The Director of Clinician and Patient Experience is USACS's national leader for patient experience — responsible for setting strategy, driving performance, and building the organization's reputation as a best-in-class provider of patient-centered emergency, observation and inpatient care. This role recognizes that an exceptional patient experience directly benefits clinicians: smoother shifts, reduced burnout, and greater professional fulfillment.

Working closely with divisional, regional, and site leaders as well as the full range of MSO resources across USACS, this leader is both an internal driver of results and an external face of the practice — presenting at national conferences, engaging hospital partners, and influencing the broader healthcare community.

KEY RESPONSIBILITIES

STRATEGY AND PERFORMANCE

• Define and execute the national patient experience strategy across all USACS service lines.
• Partner with operational and analytics teams to acquire data and develop performance dashboards and reports; champion their adoption so operational leaders actively use insights to track results, identify trends, and drive improvement.
• Integrate patient experience initiatives into clinical workflows — throughput, documentation, staffing — rather than treating them as standalone programs.
• Identify underperforming sites and partner with regional and local leadership on targeted improvement plans.
• Ensure local teams understand and are positioned to meet the patient experience standards set by hospital partners, and maximize attainment of any performance incentive rewards tied to those standards.
• Partner with Presidents, RVPs, and Medical Directors to drive accountability for patient experience performance while maintaining local ownership.
• Establish priorities for patient experience-related CRG engagements and ensure alignment with enterprise strategy.

EDUCATION AND DEVELOPMENT

• Partner with educational leaders to develop — and with operational leaders to implement — content, tools, and training that equip clinical teams to deliver consistent exceptional experience.
• Scale proven best practices from high-performing sites across the practice.
• Provide input on technology and AI-enabled solutions that enhance patient experience and reporting.
• Present at USACS national and regional leadership meetings.
• NATIONAL REPUTATION & VISIBILITY
• Represent USACS at national and regional conferences — staying current on emerging best practices, listening to what hospital partners are hearing, and cultivating relationships with existing and prospective clients.
• Establish USACS as the recognized leader in patient experience — known for both exceptional performance and innovative thinking — through demonstrated results, conference presentations, social media, and peer networking.

HOSPITAL PARTNER AND STAKEHOLDER ENGAGEMENT

• Serve as the primary USACS expert on patient experience strategy and performance for hospital partners.
• Partner with key USACS stakeholders to create high-impact materials that articulate USACS's patient experience capabilities, outcomes, and competitive differentiation to hospital partners and prospects.
• Support contract retention and growth by delivering measurable, demonstrable improvements.
• Partner with Presidents, RVPs, Medical Directors, and the Clinical Resource Group (CRG) to translate enterprise strategy into local action.

QUALIFICATIONS

KNOWLEDGE, SKILLS AND ABILITIES

• Strong clinical and operational background with familiarity with emergency medicine, observation and inpatient acute care environments.
• Ability to influence senior clinical, operational, and executive leaders
• Demonstrated experience leading healthcare performance improvement initiatives
• Strong data literacy as well as analytical and problem-solving skills — ability to interpret experience metrics and translate findings into action
• Ability to drive accountability across a complex, matrixed organization
• Exceptional communication and presentation skills; comfortable with executive, clinical, and hospital partner audiences.
• Ability to navigate complex stakeholder and political environments
• Ability to balance strategic oversight with operational execution
• Willingness to travel nationally to conferences, partner sites, and leadership meetings.

EDUCATION AND EXPERIENCE

• MD or DO required, with experience in Emergency Medicine or Hospital Medicine preferred
• Minimum 5–10 years of clinical practice experience
• Demonstrated experience in patient experience, quality improvement, or operational leadership
• Experience in multi-site or enterprise healthcare environments preferred
• Familiarity with patient experience measurement tools such as Press Ganey, NPS, PRC, or Qualtrics
• Prior leadership experience in complex healthcare environments
• Proficiency with Microsoft Office and presentation tools
• Travel required approximately 20%–30%

PHYSICAL DEMANDS

• While performing the duties of this job, the employee is regularly required to sit for prolonged periods and occasionally walk, stand, bend, stoop, and lift up to 15 pounds. 
• Required to have close visual acuity to perform the job.