Patient Experience Director

Description

The Patient Experience Director leads patient-facing operational functions, ensuring consistent and compassionate service across all Ally Medical facilities. This role provides leadership to Patient Relations Managers (PRMs) and front office teams, driving excellence in patient interactions, service recovery, and workflow efficiency.

Requirements

Patient Services Leadership

• 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
• Establish and track KPIs and objectives for the PRM team
• Monitor and analyze patient complaints and feedback, ensuring timely, empathetic, and accurate resolution.
• Collaborate with cross-functional teams to address root causes and improve satisfaction metrics.
• Maintain SOPs for service recovery and ensure staff adherence.

Front Office Oversight

• 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.
• Lead quarterly PSR Lead meetings as needed
• Establish clear goals, performance metrics, and development plans for each direct report.

Service Recovery

• Training & SOP Management
• 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.

Required Skills & Abilities

• Strong leadership and coaching abilities.
• Exceptional communication and conflict resolution skills.
• Experience in patient relations, service recovery, and healthcare front office operations.
• Detail-oriented with the ability to manage multiple sites and priorities.

Education & Experience

• Bachelor’s degree in Business, Healthcare, or related field preferred.
• 5+ years of experience in patient services, front office management, or healthcare operations.

Additional Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times. 
• All employees of Ally are responsible for complying with all privacy and security laws and internal policies and procedures. You will play an active role in protecting the company's sensitive data and ensuring that our patient's information is treated with the utmost care and confidence. You are responsible for reporting any concerns or infractions that you become aware of so that the company may appropriately address them.
• You are responsible for protecting the credentials provided to you to access Company (and customer, where applicable) networks, systems, and data.
• You are responsible for maintaining the confidentiality of all Ally and customer data to which you are granted access. Any suspected compromises of Ally proprietary data or customer data must be reported to Management immediately.
• You will adhere to the Company’s Information Security Policy and Procedures and support standard operating procedures to protect Company systems and data.
• You will alert management immediately with any expected system or data compromises and/or system failure impacting the security, confidentiality, availability, and integrity of Ally Medical and customer data.
• You will be required to attend an annual Information Security Awareness Training.

As Ally Medical ER continues to grow we remain committed to delivering exemplary experiences to our patients and our employees in alignment with our company Mission and Core Values. As such, hiring decisions are based on experience, skills and passion, as well as how candidates can enhance Ally Medical and the company culture.

Ally Medical is an Equal Opportunity Employer. That means that we support diversity and inclusion and do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by federal or state law or local ordinance.