Director of Customer / Patient Experience & Administration (Healthcare) - QHC000

Director of Customer / Patient Experience & Administration

The Director of Customer / Patient Experience & Administration is a pivotal role responsible for orchestrating the end-to-end patient journey and all front-of-house and administrative operations within our healthcare organization. This strategic position ensures exceptional patient experience, efficient administrative processes, and seamless coordination between clinical and operational teams.

Reporting to the Senior Sport Medicine Director, this role drives service excellence, operational efficiency, and patient-centered culture across key areas such as registration, call centers, scheduling, billing support, and customer relations.

• Customer / Patient Experience Strategy: Design and implement a customer/patient experience strategy aligned with organizational values and quality standards. Map and optimize the end-to-end patient journey, lead customer/patient satisfaction improvement programs, and oversee customer feedback systems.
• Administrative Operations: Oversee all administrative and front-desk functions, ensuring efficient services flow, accurate data capture, and timely documentation. Standardize SOPs and monitor capacity, waiting times, and service level performance.
• Integration with Clinical, Rehab & Performance: Collaborate closely with all departments to embed experience in care delivery and ensure consistent experience standards across teams.
• Customer /Patient Engagement & Communication: Lead individual and patient liaison services, ensure clear communication, coordinate multilingual services, and develop engagement and retention programs.
• Quality, Compliance & Governance: Ensure administrative processes comply with healthcare regulations, implement quality assurance audits, and collaborate with relevant teams on patient rights and safety standards.
• Digital Customer /Patient Experience: Oversee digital touchpoints, drive automation, and improve access, efficiency, and satisfaction.
• Performance Management & Reporting: Define KPIs, develop dashboards, and use data to drive continuous improvement initiatives.
• Team Leadership & Development: Lead and develop teams across reception, call center, patient relations, and administrative services, ensuring training in service excellence and building a culture of empathy and professionalism.
• Cross-Functional Coordination: Work closely with various teams to ensure a seamless patient journey, support service line expansion, and build a patient-centric culture across the organization.