Director Patient Experience and Service Design

Position Summary
The Director, Patient Experience & Service Design is the strategic and operational leader responsible for shaping how patients experience our organization across every touchpoint. This role leads the design of the end‐to‐end patient journey for the Patient Services department, ensuring processes, technology, and service models work together to deliver a seamless, efficient, and supportive experience.

This leader is both a visionary and a utility player — someone who can influence at the senior leadership table while also diving deep into workflows, systems, and frontline realities to understand how the work truly gets done. They bring strong technical acumen, a passion for process improvement, and the ability to translate business needs into scalable, tech‐enabled solutions. As a key member of the Senior Management Team, the Director plays a central role in shaping departmental strategy, driving operational excellence, and building a patient experience that is consistent, intuitive, and aligned with organizational goals.

The ideal candidate is energized by complexity, thrives in cross‐functional environments, and is motivated by the opportunity to build, refine, and elevate a patient experience that truly makes a difference.

 

Accountabilities & Responsibilities

Patient Experience Strategy & Design

Lead the design, mapping, and continuous improvement of the end‐to‐end patient journey across all channels and touchpoints.
Identify opportunities to simplify, streamline, and elevate the patient experience using technology, workflow redesign, and service‐model enhancements.
Build and maintain a patient experience roadmap that aligns with organizational strategy and operational capabilities.
Technology‐Enabled Process Optimization

Evaluate current systems, tools, and workflows to determine the most efficient and effective ways to operate.
Partner with Technology and business leaders to ensure patient experience needs are reflected in system enhancements, integrations, and digital solutions.
Leverage Salesforce and/or other platforms to drive automation, clarity, and consistency across the patient journey.
Operational Leadership & Cross‐Functional Influence

Serve as a core member of the Senior Management Team, contributing to department‐wide strategy, planning, and decision‐making.
Lead cross‐functional initiatives that improve service delivery, operational efficiency, and patient outcomes.
Build strong partnerships across Patient Services, Field teams, Technology, Operations, Quality, and Compliance to ensure alignment and execution.
Team Leadership & Talent Development

Lead and develop a team responsible for service design, process improvement, and patient experience.
Foster a culture of collaboration, curiosity, and high‐performance that supports innovation and continuous improvement.
Build team capabilities in service design, analytics, journey mapping, and change leadership.
Deep Business Immersion

Develop a comprehensive understanding of how the Patient Services department operates — from frontline workflows to system dependencies.
Spend time in the work to understand pain points, constraints, and opportunities firsthand.
Use insights from frontline teams, patient feedback, and operational data to inform design decisions.
Data‐Driven Decision Making

Use data, metrics, and qualitative insights to identify trends, validate hypotheses, and measure the impact of experience improvements.
Establish KPIs and dashboards that reflect patient experience performance and operational health.
Change Leadership & Adoption

Partner with Training and Process Improvement to ensure new processes, tools, and workflows are successfully adopted.
Communicate changes clearly and effectively across all levels of the organization.
Monitor adoption and adjust strategies as needed to ensure long‐term success.

Ensure all patient experience processes comply with HIPAA, cybersecurity, and regulatory requirements.

Other duties as assigned.

 

Qualifications

Required:

Bachelor’s degree in business, healthcare administration, operations, or related field.
8+ of leadership experience in patient services, service design, healthcare operations, or related fields.
5+ years leading cross‐functional initiatives with measurable impact.
Strong experience with Salesforce or comparable enterprise CRM platforms.
Previous experience improving processes using technology.
Demonstrated ability to design and optimize complex workflows and service models.
Proven ability to lead teams and develop talent.
Strong analytical mindset with the ability to translate insights into action.
Excellent communication skills, including presenting to senior leadership.
Proven ability to design end‐to‐end patient journeys.

Preferred:

Master’s degree (MBA, MHA, or related).
Experience leading service design, patient experience, or CX functions.
Experience in healthcare, medical device, or patient‐facing service environments.
Experience with journey mapping, service blueprinting, or human‐centered design methodologies.

Knowledge & Skills

Strong ownership mindset; thrives in ambiguous or evolving environments.
Proven success in developing product roadmaps, requirements, and user experiences.
Demonstrated ability to lead business initiatives efficiently and effectively.
Self‐directed, internally motivated, and driven.
Strong analytical skills and attention to detail, including interpreting customer business needs and translating them into application and operational requirements.
Ability to reconcile conflicting priorities, influence without authority, and align with business strategy