Director of Patient Experience Services

The Director of Patient Experience Services is a strategic leadership role responsible for shaping and executing a comprehensive patient-experience strategy across all clinic locations. This individual will ensure that every patient interaction—from initial contact to discharge—is aligned with Champion’s mission of delivering exceptional care, outstanding service, and a supportive environment. Reporting to senior leadership, the Director will oversee the design, implementation, measurement and continuous improvement of patient-experience initiatives while collaborating closely with clinical, operations, and administrative teams.

In addition to direct oversight of patient-facing service standards, the Director will serve as the “voice of the patient” internally—analyzing feedback, identifying service gaps, and leading cross-functional teams to enhance satisfaction, engagement, and loyalty. This role also supports the development of a culture where every staff member, from front-desk to therapist to leadership, contributes to a consistent and positive patient-centered experience.

Key Responsibilities

Develop and operationalize a unified patient-experience strategy and framework that spans all locations, reinforcing Champion’s brand promise and differentiating service quality.

Lead initiatives to monitor, analyze and improve patient satisfaction metrics, referral source feedback, Net Promoter Scores (NPS), patient retention and loyalty indicators.

Oversee patient-experience programs including clinician and staff rounding, patient / family advisory council input, service-recovery processes, and experience coaching for staff.

Partner with clinical, operational and administrative leaders to integrate service-excellence standards into workflows, onboarding, training, performance reviews and reward systems.

Mentor and guide patient-experience champions at each clinic; provide training, best-practice sharing, and development of local action plans for continuous improvement.

Collaborate with marketing and business development teams to ensure that referral-source and community perceptions align with the patient-experience vision and support business growth.

Manage budgets, staffing, and resources for patient-experience initiatives; set targets, monitor ROI of experience-related investments and report results to executive leadership.

Ensure regulatory compliance and risk-mitigation related to patient communication, feedback handling, grievance processes, HIPAA and any relevant outpatient rehabilitation standards.

Serve as a senior leader and culture-builder : inspire a patient-centric mindset across the organization, drive recognition programs for service excellence, and act as a visible advocate for Champion’s values.

Qualifications & Skills

Bachelor’s degree in Healthcare Administration, Business Administration, Marketing, or a related field required; a Master’s degree preferred.

Minimum of 7–10 years of experience in outpatient healthcare operations, patient experience, or leadership roles within clinical or service-oriented environments; previous experience in physical therapy or rehabilitation services is a plus.

Demonstrated success managing multi-site patient-experience programs, driving improvements in satisfaction, retention, and service culture.

Strong data-driven mindset; ability to analyze experience surveys, operational metrics and trend data and translate insights into actionable strategies.

Excellent leadership, communication and interpersonal skills—able to influence therapists, clinic staff, administrative teams and executive stakeholders.

Demonstrated ability to coach, train and develop frontline and clinic leadership on patient-experience best practices.

Proficiency with CRM, EHR / EMR systems, patient-feedback platforms and experience analytics tools is desirable.

Benefits

Competitive executive compensation package including base salary plus performance-based incentives tied to patient-experience outcomes, referral retention and service growth.

Comprehensive health benefits (medical, dental, vision) for eligible full-time employees.

Generous paid time off, holiday pay, and flexible scheduling for leadership roles.

Professional development fund and leadership training opportunities including certifications or conferences in service excellence, patient experience, or operations leadership.

Annual leadership retreat and team-building events designed to foster cross-clinic collaboration and innovation in patient care.

Recognition programs and awards for service-excellence champions, along with employee spotlight events and rewards for measurable performance improvements.

Opportunities for advancement within the regional or national leadership structure of the clinic network, including potential roles in operations, strategy, or regional growth.