Director of Patient Experience (4260) OPERATIONS LC SOUTH BROADW

SUMMARY:

 The Director of Patient Experience provides strategic and operational leadership for all functions related to how patients access, navigate, and engage with Lexington Clinic patient access services. This role is accountable for creating a consistently excellent patient journey by overseeing Registration, the Patient Access Center, Referrals Department, Patient Advocacy/Ombudsman services, patient engagement and improvement initiatives across the organization. The Director reports directly to the Chief Operating Officer and partners closely with clinical directors, practice managers, and department leadership to embed a patient-centered culture throughout the clinic.

 PREFERRED QUALIFICATIONS:

Required

• Bachelor's degree in Healthcare Administration, Business Administration, Nursing, or a related field.
• Minimum of 5 years of progressive leadership experience in a healthcare setting, with demonstrated accountability for patient experience, access, or patient relations functions.
• Proven ability to lead and develop multidisciplinary teams across multiple sites.
• Strong analytical skills with experience interpreting patient satisfaction data and operational metrics.
• Excellent interpersonal, written, and verbal communication skills, including the ability to handle sensitive situations with empathy and professionalism.
• Working knowledge of healthcare regulatory requirements related to patient rights, grievance processes, and access standards (CMS, HIPAA).

Preferred

• Master's degree in Healthcare Administration, Business Administration, or a related field.
• Experience in a large multi-specialty or physician group practice environment.
• Familiarity with Press Ganey, CAHPS, or comparable patient satisfaction platforms.
• Certification or additional training in Patient Experience. 

Experience with EHR platforms, patient engagement and scheduling optimization tools.

 PHYSICAL GUIDELINES:

Physical guidelines include the ability to move, traverse, position self, remain in a stationary position and negotiate steps for up to eight hours per day.

NOTE:

 This document is intended to describe the general nature and level of work performed. It is not intended to act as an exhaustive list of all duties, skills, and responsibilities required of personnel so classified. Attendance is an essential function of the job.

LEXINGTON CLINIC IS AN EQUAL OPPORTUNITY EMPLOYER (EOE)