Patient Experience Director

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 patient 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.

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

If you would like to complete our voluntary self-identification form, please click here or copy and paste the following link into an open window in your browser: https://jobs.beaconhillstaffing.com/eeoc/

Completion of this form is voluntary and will not affect your opportunity for employment, or the terms or conditions of your employment. This form will be used for reporting purposes only and will be kept separate from all other records.

Company Profile:

Founded by industry leaders to set a new standard in search, career placement and flexible staffing, we deliver coordinated staffing solutions with unparalleled service, a commitment to project completion and success and a passion for innovation, creativity and continuous improvement.

Our niche brands offer a complete suite of staffing services to emerging growth companies and the Fortune 500 across market sectors, career specialties/disciplines and industries. Over time, office locations, specialty practice areas and service offerings will be added to address ever changing constituent needs.

Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.bhsg.com.

Benefits Information:

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.

We look forward to working with you.

Beacon Hill. Employing the Future (TM)