Director of Patient Experience

Job Summary

Leading a large call center for strategic accounts, the full-time Director of Patient Experience will manage patient experience KPIs, vendor relationships, and operational excellence while ensuring compliance and high-quality service delivery in a hybrid remote environment.

Key Responsibilities

• Owns and tracks patient experience KPIs, driving continuous improvement and operational goals
• Leads and develops a multi-layered leadership team to enhance management capabilities and execution
• Manages client and patient escalations, ensuring timely resolutions and effective communication

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 in pharmacy services, healthcare services, or regulated clinical environments
• Strong people leadership skills with a track record of coaching and developing managers
• Data-driven problem-solving skills, including root-cause analysis and performance improvement