Director of Patient Experience

Job Summary

Detail-oriented and proactive, the full-time salaried Director of Patient Experience will oversee the quality assurance of the patient journey, managing audits and improvements across all touchpoints while working remotely.

Key responsibilities

• Conduct end-to-end quality assurance of the patient lifecycle, from initial contact through ongoing retention
• Design and implement a mystery shopping program to evaluate the patient experience and identify areas for improvement
• Build and maintain a Patient Experience Scorecard to track quality KPIs across various channels

Required qualifications

• 5+ years of experience in customer experience, quality assurance, or patient experience, preferably in a DTC or healthcare context
• Proven ability to build or manage QA frameworks for customer-facing products or communications
• Strong analytical skills with the ability to interpret data related to customer satisfaction and business outcomes
• Experience with premium consumer brands, particularly in hospitality or luxury sectors
• Self-directed and proactive approach to identifying and resolving issues