Director of Patient Experience

Job Summary

Leading a large call center team, the full-time salaried Director of Patient Experience will manage patient experience KPIs, oversee vendor relationships, and ensure operational excellence while working remotely.

Key Responsibilities

• Owns patient experience KPIs for the company's largest accounts, focusing on performance tracking and continuous improvement
• Sets strategy and accountability for patient experience outcomes, translating client expectations into measurable operational goals
• Leads and develops a multi-layered leadership team, enhancing management capability and execution at scale

Required Qualifications

• Bachelor's degree or equivalent combination of education and/or experience
• 7 years of experience leading call center operations with at least 500+ FTE
• Experience owning patient experience outcomes for large or enterprise clients, including SLA and KPI performance
• Knowledge of patient experience principles across healthcare or pharmacy services
• Strong people leadership skills, with experience coaching and developing managers across large organizations