Patient Experience Director

Ally Medical Management LLC • Austin, TX

90d

About The Position

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

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

Responsibilities

• 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.
• 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.
• 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.

What This Job Offers

• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees