Job Title: Director of Customer / Patient Experience & Administration

Department: Sport Medicine Center

Reports To: Senior Sport Medicine Director

Role Summary

The Customer / Patient Experience & Administration Director is responsible for overseeing the end-to-end patient journey and all front-of-house and administrative operations across the healthcare organization.

The role ensures exceptional patient experience, efficient administrative processes, and seamless coordination between clinical and operational teams.

Reporting to the Senior Sport Medicine Director, this position drives service excellence, operational efficiency, and patient-centered culture across registration, call centers, scheduling, billing support, and customer relations.

Key Responsibilities

Customer / Patient Experience Strategy Design and implement a customer /patient experience strategy aligned with organizational values and quality standards. Map and optimize the end-to-end customer / patient journey (access, appointment, arrival, clinical screening, treatment, discharge, and follow-up, and digital engagement). Lead customer /patient satisfaction improvement programs. Oversee customer/patient feedback systems, surveys, complaints, and resolution processes. Administrative Operations Oversee all administrative and front-desk functions including registration, scheduling, medical records, call center, and patient coordination. Ensure efficient services flow, accurate data capture, and timely documentation. Standardize SOPs for admissions, discharge, referrals, and insurance coordination. Monitor capacity, waiting times, and service level performance. Integration with Clinical, Rehab & Performance Work closely with all the departments and functions to ensure experience is embedded in care delivery. Ensure consistent experience standards across physicians, therapists, coaches, nurses, and front-line teams. Lead interdisciplinary experience governance forums. Customer /Patient Engagement & Communication Lead individual and patient liaison services and manage escalations and complex cases. Ensure clear, compassionate communication with individuals, patients and families. Coordinate multilingual services and accessibility support where required. Develop customer /patient engagement, retention, and loyalty programs. Lead communication, education, and experience personalization strategies. Oversee customer /patient communities, athlete support programs, and long-term care relationships. Quality, Compliance & Governance Ensure administrative processes comply with healthcare regulations, accreditation standards (CBAHI, JCI), and data privacy requirements. Implement quality assurance audits for patient experience and administrative services. Collaborate with GRC and Clinical Quality teams on patient rights and safety standards. Digital Customer /Patient Experience Oversee digital touchpoints including appointment systems, customer portals, mobile apps, and CRM platforms. Drive automation and paperless workflows to improve access, efficiency, and satisfaction. Performance Management & Reporting Define KPIs for customer /patient experience and administration (waiting time, complaints, first-call resolution, no-show rate). Develop dashboards and reports for the senior sport medicine director and executive leadership. Use data to drive continuous improvement initiatives. Team Leadership & Development Lead and develop teams across reception, call center, patient relations, and administrative services. Ensure training in service excellence, communication, privacy, and healthcare regulations. Build a culture of empathy, professionalism, and accountability. Cross-Functional Coordination Work closely with Medical, Nursing, Finance (RCM), IT, and Marketing teams to ensure a seamless patient journey. Support service line expansion, new clinic openings, and operational readiness from a patient experience perspective. Build a patient-centric culture across the organization. Design and oversee service excellence training for all staff (clinical and non-clinical).

Qualifications

Bachelor's degree in Healthcare Administration, Business Administration, Hospitality Management, or related field. Master's degree preferred (MHA, MBA, Service Design, Healthcare Quality). 8+ years of experience in healthcare operations, patient experience, or service excellence roles. Strong knowledge of healthcare regulations, accreditation standards, and patient rights. Proven leadership in customer experience, administration, and service operations.

Core Competencies

Patient-Centered Service Design Healthcare Administration & Operations Customer Experience (CX) Leadership Process Optimization & Digital Enablement Communication & Conflict Resolution Performance Management & Analytics Team Leadership & Culture Building Regulatory & Accreditation Compliance