JOB SUMMARY:As part of SE Health’s commitment to safe, high-quality, and compassionate care, the Executive Director, Patient Experience Office will lead our newly established office dedicated to enhancing the patient experience. This senior leadership role is integral to shaping and embedding a culture of empathy, accountability, and excellence in care delivery across the organization. The Executive Director will guide strategies that improve care interactions and outcomes, ensuring the voice of the patient is central to SE Health’s mission.JOB RESPONSIBILITIES:Strategic ManagementDevelops and oversee SE Health patient experience framework, policies, and practices including follow up investigations and alternative dispute resolutionAdvises senior management on existing patient experience initiatives and improvements to current practicesIdentifies gaps in patient care and assist with development of appropriate quality improvement practicesProvides guidance to staff of Patient Experience Office on implementing organizational policies and strategiesLeads the advancement of a strong culture of patient experience across the enterpriseMaintains up-to-date organizational knowledge of trends in health equityDevelops organizational strategies to manage and mitigate patient experience risksOperational OversightOversees implementation of SE Health patient experience strategies and initiativesResponds to internal and external inquiries and provide guidance on patient experience initiativesConducts investigations involving patient complaints/concernsFacilitates Alternative Dispute Resolution processesAssists with development of training related to patient experience for internal stakeholdersLiaises with external stakeholders, as requiredFacilitates reporting obligations, as necessaryContribute to organizational priorities and strategic projects as needed.Why Join SE Health?Competitive Compensation – Enjoy a Total Rewards package including salary, benefits, pension, performance incentives, on demand pay and exclusive staff perks.Flexibility & Support – Our SE Flex program offers a unique hybrid model with work-from-home options, flexible scheduling, and a supportive culture to help you thrive.Meaningful Impact – As a Social Enterprise, your work directly supports improving lives across Canada. Your voice matters, and innovation is encouraged.Growth & Development – Access tuition assistance, training, and career advancement opportunities across our growing organization.QUALIFICATIONS:University degree required, Master’s degree an assetMinimum of 7–9 years in healthcare leadership, preferably in patient experience or related fieldsRegulated healthcare professional designation preferredAlternate dispute resolution, risk management, and issues resolution in complex environmentsAdvanced communication and negotiation skills with internal and external stakeholdersExperience with regulatory frameworks and managing risk in healthcare environmentsEmotional intelligence to navigate complex or sensitive issues with empathyABOUT US:At SE Health, our people are everything—and our Home Office is an important part of that culture. When you choose to join SE Health, you become part of a caring, purpose-driven team that’s making a real difference across the country. Our Home Office is where innovation meets impact—supporting our direct care teams, driving strategic growth, and helping to shape the future of health care. As a member of our amazing Home Office team, you’ll collaborate with passionate colleagues, bring bold ideas to life, and contribute to meaningful work that supports thousands of care interactions each day. We believe in growing together, investing in our people, and creating an inclusive workplace where you can be yourself. Learn why you come first at SE Health.In the interest of the health and safety of our patients/clients, employees, and greater good of public health, SE Health requires those that wish to work for this organization to be fully vaccinated against COVID-19. Fully vaccinated means a person has received both doses of the COVID-19 vaccine and it has been 14 days since the last dose.SE Health is committed to the success of all its employees. If you feel you need accommodations because of illness or disability, please do not hesitate to contact the Talent Acquisition team at careers@sehc.com at your earliest convenience.
