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Beth Israel Lahey Health Medical Director for Patient Experience in Burlington, Massachusetts

When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Job Type:


Scheduled Hours:


Work Shift:

Day (United States of America)

Medical Director of Patient Experience

Job Description:

The Medical Director of Patient Experience (MDPE) is responsible for overseeing and enhancing the patient experience within LHMC. Together with triad leadership that includes nursing and administrative colleagues, the MDPE will collaborate with clinical and administrative teams to improve patient satisfaction, quality of care, and overall patient outcomes. This role involves collaborating and utilizing medical knowledge to implement patient-centric strategies, and ensuring that healthcare services meet or exceed the highest standards of patient care. Patient advocacy, patient communication skills, process improvement, and data analysis to drive improvements toward common goals will be foundational aspects of this role.

Key Responsibilities:

Patient Experience Enhancement:

  • Collaborate with various departments to design and implement strategies to enhance the overall patient experience throughout LHMC.

  • Continuously assess and improve patient satisfaction through feedback collection, surveys, and data analysis.

  • Collaborate with BILH colleagues on topics related to patient experience.

  • Organize and facilitate an operational framework that supports the execution of the patient experience priority strategies and tactics at LHMC.

Clinical Quality Assurance:

  • Monitor and maintainhigh standards of clinical care to ensure patient safety and well-being.

  • Collaborate with clinical teams to develop best practices for patient care and treatment

Physician and Staff Training:

  • Provide training and guidance to healthcare providers and staff on effective communication, empathy, and patient-centered care.

  • Promote a culture of patient-centered care throughout the organization.

  • Identify and scale best practices of patient centered care

Data Analysis and Reporting:

  • Analyze patient feedback, complaints, and clinical data to identify areas for improvement.

  • Help generate reports and present findings to senior management for data-driven decision-making.

  • Organize and support an operational framework that supports patient experience.

Regulatory Compliance:

  • Stay updated on healthcare regulations, compliance requirements, and patient rights as they pertain to patient experience, ensuring the organization meets all standards.

Patient Advocacy:

  • Serve as an advocate for patients/families, addressing their concerns, complaints, and ensuring they receive timely and appropriate care.

Patient Education:

  • Develop patient education materials and programs to improve patient understanding of their conditions, treatments, and the healthcare process.

Research and Best Practices:

  • Stay informed about the latest trends, research, and best practices in patient experience and apply this knowledge to the organization's operations.

Community Engagement:

  • Foster positive relationships with the local community to promote the organization's reputation and community health initiatives.


  • Medical Doctor (M.D.) or Doctor of Osteopathic Medicine (D.O.) degree.

  • Active medical license.

  • Experience in clinical practice.

  • Knowledge of patient experience best practices

  • Strong communication, leadership, and interpersonal skills.

  • Data analysis and presentation skills.

  • Ability to work collaboratively with diverse teams.

  • Commitment to patient-centered care and continuous improvement.

  • Strong Commitment to patient centered care and continuous improvement.

  • Track record of personal performance

FLSA Status:


As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more ( about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled