Director of Patient Experience

Inception Family Career•Houston, TX

4d•Hybrid

About The Position

Patient experience isn’t a department here. It’s why Inception exists, and it’s the mission behind everything we do. As Director of Patient Experience, you’ll help shape and drive how care is delivered across our network, from the first phone call to the long-awaited good news. You’ll partner closely with HR to build an employee experience that empowers our teams to deliver compassionate care, because happy, supported people make patients feel cared for. If you love turning data and empathy into real change, come build it with us.

Requirements

Bachelor’s degree in Healthcare Management, Business, Marketing, Hospitality, or a related field
10+ years of experience in hospitality, marketing, customer service, customer or patient experience, and/or management
A track record of leading successful customer service, customer experience, patient experience, and/or employee experience initiatives
Strong leadership skills and the ability to motivate and develop a team
Excellent written and verbal communication, especially on complex topics
Comfort turning data into insights and strategies into action
Ability to work independently and collaboratively with clinical and non-clinical teams
Ability to travel within North America

Nice To Haves

Master’s degree
Knowledge of current patient and customer experience trends
Experience in healthcare or fertility

Responsibilities

Lead patient and employee experience initiatives across our network, sharing and scaling best practices that elevate care at every clinic.
Partner with HR to design and launch employee experience programs that empower our teams to deliver compassionate, exceptional care.
Turn data (NPS, patient reviews, feedback) into clear insights and action plans that improve the patient journey.
Bring in smart technology, including feedback platforms, AI-driven analytics, and telehealth tools, to measure and improve the experience.
Lead virtual and in-person training and workshops that help teams adopt new ideas and build skills.
Work with Finance, Operations, Strategic Planning, Marketing, and HR to turn strategy into action.
Travel within North America to visit our clinics and attend key meetings and conferences.

Benefits

Comprehensive Health Coverage: Medical, dental, and vision plans
Complimentary basic life insurance
Employee Assistance Program
Long-term disability insurance
Comprehensive fertility benefits
Adoption assistance
Surrogacy support
Generous maternity, paternity, and partner leave
18 days of PTO annually
11 paid holidays
One floating holiday
401(k) plan, featuring a competitive company match
Full vesting after just 2 years
Lifestyle Spending Account
Health Savings Account (HSA) with regular employer contributions
Employee Referral Program
Continuing education reimbursement
Dedicated time off for professional development
Access to emotional well-being and work-life resources
Additional coverage options including Accident, Critical Illness, Hospital Indemnity, and Pet Insurance