Job Title

The Director of Patient Experience is responsible for ensuring exceptional patient service, support and communication in all patient interactions outside their treatment. This role goes well beyond traditional call center management - the Director is a culture carrier, people leader, and patient experience champion-deeply accountable for how patients and others feel when they interact with Infusion for Health.The ideal candidate blends operational rigor, accountability and execution with emotional intelligence and empathy; someone who can build the foundations to succeed at scale while also working with patients directly, and nurturing frontline teams to deliver warm, effective, and reliable service. This position is in-person and located in Brea, CA.Key responsibilitiesEstablish service standards that prioritize:Clear communication and understanding of patients' needsFirst-contact issue resolutionDemonstrated empathy and compassionProactive follow-up and service recovery where neededTimely access to care, and to team associates when neededEstablish, monitor, share and continuously improve KPIs that align to patient prioritiesDirectly own performance of inbound/outbound centralized call center, including service levels and quality performance. Includes active QC and individual coaching.Support direct escalation handling with patientsor providers where required, including:Escalated issue resolutionCommunication with relevant stakeholders, andRoot cause analysis and action to prevent reoccurrence.Collaborate with other patient-facing teams to ensure continuity of care and consistency of patient experience.Serve as the voice of the customer, translating feedback, complaints, and trends into high-impact, actionable improvements; track execution and measure improvements.Where needed, oversee training and training materialto support:Customer service excellenceCultural humility and sensitivityKnowledge of company workflows, EMR, and insurance/healthcare fundamentalsHandling escalations, difficult conversations, and service recoveryKey Competencies:Exceptional patient experience: delight the patient + keep informedRapid, sustained, outcome-focused actionsRoot cause understanding to drive sustained effective solutionsScalability through growthObjective measurement, goal-setting and accountabilityHumility, and patient empathyExperience: 4-6+ years of progressive leadership in healthcare operations, focused on driving meaningful measurable improvements in patient experienceExperience driving excellence through both internal direct teams and 3rd partiesFirst-hand experience addressing patient and provider escalationsFamiliarity with EMRs and patient engagement platforms