Patient Experience Director

• Supervise and mentor PRMs to ensure consistency, accountability, and professional growth
• Oversee patient feedback channels (e.g., Podium), analyze trends, and lead improvement initiatives
• Serve as the escalation point for complex non-clinical patient concerns
• Champion patient experience strategies and service recovery processes across facilities
• Establish best practices for the PRM staff
• Partner with FAs and PSR Leads to ensure consistent execution of front office workflows and documentation standards
• Partner with PRMs and billing teams to resolve front-end issues and streamline processes
• Ensure staff are trained, equipped, and supported to deliver efficient, patient-centered service
• Lead monthly PSR Lead meetings to address operational updates and training needs
• Partner with PRMs to update SOPs quarterly for front office and patient service operations
• Ensure team members are trained on current processes and service standards

• Degree required
• 5+ years of experience in patient services, or healthcare operations
• Strong leadership and coaching abilities
• Exceptional communication and conflict resolution skills
• Experience in patient relations, service recovery, and healthcare front office operations

benefits after 30 days of employment