Vice President of Patient and Family Experience

Job Description:

About Us:

Affinity Hospice is one of the fastest growing, privately held hospice organizations in the country. We are passionate about giving exceptional care to our hospice patients and their families. We believe the care we provide truly matters and we would love to have you join our nationally recognized team!

What We Offer:

• Paid Time Off (PTO), Sick Time, and Holiday Pay

• Gas Card Program and Car Maintenance Stipend

• Benefit Package (Medical, Dental, Vision and more) for full-time employees

• 401K

• Employee Assistance Program

• Tuition Reimbursement for eligible employees

• Internal Company Advancement

• Free end of life training

Position Summary

The Vice President of Patient and Family Experience provides executive leadership and strategic oversight of initiatives that enhance the experience of patients, families, caregivers, volunteers, and the communities served by the organization. This position develops and implements organization-wide strategies focused on patient and family satisfaction, service excellence, volunteer services, and continuous improvement across the hospice experience. This position serves as a primary advocate for the patient and family voice and collaborates with Clinical, Operations, Quality, Education, and Executive Leadership to ensure services and programs align with patient and family needs. The position provides strategic oversight of Volunteer Services, including recruitment, training, engagement, utilization, supervision, and compliance, while using experience data, feedback, and performance metrics to identify opportunities for improvement and support organizational goals.

 Hours/Schedule: Full Time

Minimum Qualifications:

• Bachelor's degree in healthcare administration, healthcare management, human services, social services, business administration, education, or a related field required. Master’s degree preferred.

• MSW license or chaplain with a bachelor’s degree in divinity, Theology, Pastoral Studies, or a related field from an accredited institution preferred. Masters preferred. 

• Minimum of ten (10) years of progressive leadership experience, including at least five (5) years managing people, programs, and organizational initiatives in healthcare, hospice, human services, quality, patient/family experience, or a related field.

• Demonstrated experience developing and implementing strategies that improve patient, family, caregiver, volunteer, or customer experience, including the use of data and performance metrics to drive measurable improvement.

• Healthcare, hospice, home health, or other post-acute care experience strongly preferred, with experience in volunteer services, patient experience, service excellence, quality improvement, or community engagement preferred.

• Experience managing budgets and organizational resources, with strong public speaking and presentation skills.

• Valid driver's license and access to an insured, reliable automobile that meets organizational requirements.

• Professional certification in patient experience, healthcare quality, leadership, volunteer management, or a related field preferred.

• MSW license or chaplain with a bachelor’s degree in divinity, Theology, Pastoral Studies,   or a related field from an accredited institution preferred. Masters preferred. 

Key Responsibilities:

• Develop and lead an organization-wide Patient and Family Experience strategy aligned   with organizational priorities, serving as a primary advocate for the patient, family, and caregiver voice.

• Establish and promote standards for patient- and family-centered service excellence across the hospice journey, from referral and admission through end-of-life care and bereavement.

• Monitor patient and family satisfaction, feedback, complaints, grievances, and other experience data to identify trends, gaps, and opportunities for improvement.

• Develop service recovery and improvement strategies and partner with Clinical and Operations leadership to address barriers to exceptional patient and family experiences.

• Establish measurable experience goals and monitor organizational performance to drive accountability and continuous improvement.

• Provide executive oversight and strategic direction for Volunteer Services, including leadership of the Area Volunteer Coordinator team.

• Develop and oversee volunteer recruitment, orientation, training, engagement, utilization, supervision, evaluation, and recognition programs.

• Monitor volunteer recruitment, retention, utilization, and engagement metrics and ensure accurate documentation and compliance with applicable regulatory and organizational requirements.

• Ensure volunteer services are effectively integrated into the hospice interdisciplinary model and aligned with the needs of patients, families, caregivers, and the communities served.

• Promote and expand volunteer services through organizational and community engagement initiatives.

• Utilize patient/family experience, volunteer, satisfaction, complaint, grievance, and other performance data to identify opportunities and drive measurable improvement.

• Develop, implement, and monitor action plans to address identified gaps and improve patient, family, caregiver, and volunteer outcomes.

• Partner with Clinical, Quality, Operations, and other leaders to align experience initiatives with quality outcomes and organizational priorities.

• Support regulatory and accreditation readiness related to patient rights, satisfaction, experience, and volunteer services.

• Promote a culture of accountability, compassion, service excellence, and continuous improvement.

• Serve as a member of the executive leadership team and contribute to organizational strategy, decision-making, and strategic initiatives.

• Collaborate with Clinical, Operations, Education, Quality, and other departments to promote consistent patient, family, caregiver, and volunteer experience.

• Provide leadership, direction, and accountability for assigned teams, programs, budgets, and organizational initiatives.

• Build and maintain relationships with patients, families, caregivers, volunteers, employees, physicians, community partners, and other stakeholders.

• Represent the organization in community and professional settings and identify opportunities to strengthen engagement and organizational relationships.

• Perform additional duties and responsibilities as assigned by the Chief Executive Officer.

Affinity Hospice is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.