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Our client, a healthcare provider is seeking a permanent Patient Experience Director to work out of their corporate offices in North Austin, TX. This Manager leads patient-facing operational functions, ensuring consistent and compassionate service across all of their facilities. This role provides leadership to Patient Relations Managers (PRMs) and front office teams, driving excellence in patient interactions, service recovery, and workflow efficiency. This role is onsite 5 days a week from the hours of 9:00 am - 5:00 pm, Monday through Friday. Candidates must have experience out of healthcare administration and must have 5+ years of experience managing patience services. This role offers up to $110K annually based on experience as well as benefits after 30 days of employment.

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.
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.
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.

Requirements:

Degree required
5+ years of experience in patient services, or healthcare operations.
Strong leadership and coaching abilities.
Exceptional communication and conflict resolution skills.
Experience in patient relations, service recovery, and healthcare front office operations.

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