Medical Director Patient Experience and Physician/APP Engagement

Company Description

At Henry Ford Health, we're committed to advancing health and improving lives for the millions of people we serve across Michigan and around the world. As one of the nation's leading academic health systems, we provide a comprehensive continuum of care that includes primary and preventive services, specialty and complex care, virtual care, pharmacy, home health, eye care, health insurance, and more. With 12 hospitals and hundreds of ambulatory care locations, including former Ascension Southeast Michigan and Flint Region facilities, our growing network expands access to exceptional care in the communities we serve.

Headquartered in Detroit, Henry Ford Health is helping shape the future of healthcare through the transformative Future of Health: Detroit initiative, a $3 billion investment that is redefining our academic healthcare campus and advancing innovation, research, education, and community impact.

Our work is grounded in purpose, collaboration, and belonging. We empower team members to grow their careers, contribute innovative ideas, and make a meaningful difference every day. Whether you're caring for patients, supporting operations, conducting research, or driving new solutions, you'll be part of a team united by a shared mission: delivering exceptional care, advancing health outcomes, and building healthier communities for all.

Job Description

Role Overview

The Medical Director of Patient Experience for Henry Ford Medical Group (HFMG) Primary Care serves as a physician leader with responsibility for designing, implementing, and sustaining a high-quality, patient-centered experience throughout the primary care continuum. This position ensures that care delivered in all modes—including in-person, virtual, and hybrid settings—reflects Henry Ford Health’s commitment to excellence, equity, and compassion. Collaboration with clinical, operational, and administrative leaders is essential to embed best practices, measure outcomes, and foster a culture of continuous improvement in patient experience. This is a 0.2 FTE commitment.

Key Responsibilities

Strategic Leadership

The Medical Director develops and executes a patient experience strategy that aligns with HFMG’s mission, values, and primary care priorities. They provide physician leadership in the design and integration of innovative care delivery models, with a focus on improving patient experience across all care settings and modalities.

Quality & Performance Improvement

Leading patients experience initiatives is a core part of the role, with emphasis on accessibility, communication, empathy, and coordination of care. The Medical Director utilizes data-driven insights such as CG-CAHPS, Press Ganey results, and patient feedback to identify opportunities for improvement, monitor progress, and ensure accountability. Partnership with quality, safety, and operations teams is critical to align patient experience efforts with broader clinical excellence and value-based care objectives.

Engagement & Culture

Serving as a role model and champion for a patient-first culture within primary care, the Medical Director collaborates with physicians, advanced practice providers, nurses, and staff to enhance team engagement around patient experience. The role includes designing and supporting training, education, and coaching initiatives to strengthen provider-patient communication and cultural humility.

Innovation & Integration

The Medical Director advances the use of digital health tools, virtual visits, and other innovative approaches to improve patient access, continuity, and satisfaction. They ensure consistent patient experience standards are maintained across the continuum of care—including preventive, acute, chronic care management—and collaborate with systemwide patient experience leadership to align primary care initiatives with enterprise-wide goals.

Qualifications

Eligibility

Candidates must be Henry Ford Medical Group providers and able to practice within the Primary Care service. Prior leadership experience is preferred.