Chief Experience Officer

Carolina Family Health Centers•Wilson, NC

5d•Onsite

About The Position

Carolina Family Health Centers, Inc. is seeking a Chief Experience Officer (CXO) to join their team. As a member of the Chiefs of Staff, the CXO will be responsible for designing, implementing, and continuously improving the patient experience across the organization. This role provides strategic oversight of patient-facing administrative operations, including medical and dental front office functions, patient access services, customer service initiatives, and Health Information Technology (HIT). The CXO will ensure that organizational systems, technology, workflows, and staff interactions align with the health center's mission to provide accessible and affordable healthcare. This position collaborates with clinical, operational, and administrative leadership to enhance patient satisfaction, access to care, operational efficiency, workforce engagement, and technology adoption. The position offers a 40-hour workweek, no weekends, a full benefits package, 12 paid holidays, and bi-weekly pay.

Requirements

Associate’s or Bachelor’s degree in Healthcare Administration, Business Administration, Health Information Management, Information Technology, Public Health, or related field.
With an Associate’s degree, at least seven (7) years of progressive healthcare leadership experience and ten (10) years of supervisory experience.
With a Bachelor’s degree, at least four (4) years of progressive healthcare leadership experience and seven (7) years of supervisory experience.
Must be able to travel freely in the local area; between clinics, hospitals, health departments, etc.

Nice To Haves

Active North Carolina Driver License

Responsibilities

Serves as a member of the Executive Leadership Team and participates in strategic planning and organizational decision-making.
Develops and executes strategies to enhance the patient experience across all service lines and locations, while predominantly focusing on the patient experience for medical and dental departments, ensures consistency in registration and check-out activities for outreach services.
Promotes a culture centered on patient satisfaction, service excellence, access to care, and continuous improvement.
Collaborates with Chiefs of Staff to establish organizational goals and performance measures related to patient experience and operational excellence.
Provides direct oversight of all medical and dental front office operations including scheduling of workforce, coverage for absences, working with Human Resources to fill vacancies and appropriately implement corrective action, as needed.
Recruits, develops, mentors, and evaluates department leaders and assists leaders with the recruitment, development, and mentoring of staff in the Experience Department.
Promotes employee engagement and professional development.
Establishes accountability measures and performance expectations.
Ensures standardization of registration, scheduling, patient intake, insurance verification, and check-in/check-out processes as well as compliance to privacy and HRSA regulations amongst staff.
Provides executive oversight of Health Information Technology operations and strategy.
Collaborates with clinical and operational leaders to optimize electronic health record (EHR) functionality and workflow integration.
Oversees implementation, enhancement, and maintenance of health information systems.
Promotes the effective use of technology to improve patient care, operational efficiency, and regulatory compliance.
Develops and maintains a comprehensive patient experience program.
Reviews patient satisfaction surveys and feedback data to identify trends and opportunities for improvement.
Leads patient service recovery initiatives and ensures timely resolution of patient concerns and complaints.
Partners with Quality, Compliance, and Clinical Leadership to improve patient outcomes and operational performance.
Participates in Continuous Quality Improvement (CQI) initiatives.
Ensures compliance with HRSA Health Center Program requirements, HIPAA regulations, Federal and state regulations, Organizational policies and procedures.