DescriptionAbout the role
The Director of Associate & Patient Experience is responsible for developing and implementing strategies that enhance both the patient journey and the in office associate experience across the organization . This role focuses on leading a team that will drive improving patient satisfaction, engagement, and outcomes by fostering a culture of patient-centered care.
The Director will collaborate with various departments to ensure that the voice of both the patient and the field associate is integrated into all aspects of service delivery. This role will report to the VP, Internal Operations.
This is a hybrid remote role, offering a flexible work arrangement out of either our Raleigh, NC or Vienna, VA offices .
You Will
- Create and execute a comprehensive patient and field associate experience strategy that aligns with MyEyeDr.'s mission to help our patients live their best lives.
- Develop and implement initiatives that foster strong relationships with patients, including feedback collection, surveys, and community outreach programs.
- Drive data insights by analyzing patient satisfaction and associate engagement data to identify trends and areas for improvement, leveraging insights to inform decision-making and enhance service delivery.
- Lead cross functional partnership with Professional Services, Marketing and other key stakeholders to ensure a consistent and high-quality patient experience at every touchpoint.
- Design and implement training programs in partnership with Learning and Delivery for associates on delivering patient-centered care, communication best practices, and addressing patient needs effectively.
- Champion frontline enablement by identifying opportunities to simplify workflows, improve tools, and remove friction in the in-store experience, enabling associates to focus on patient care and service .
- Define and track key performance indicators (KPIs) to measure success as well as analyze data to identify areas for improvement and iterate constantly on your strategies
- Establish and maintain policies and procedures that promote a positive patient experience, ensuring compliance with industry regulations and organizational standards.
- Lead initiatives focused on continuous improvement of patient care processes and service delivery, actively seeking innovative solutions to enhance the patient journey.
- Prepare and present reporting to senior leadership, highlighting patient experience metrics and providing actionable recommendations for improvement.
- Contribute to a culture of collaboration by actively working across business lines, communicating knowledge, and business processes to other business units.
About You
- Minimum of 10 years of applicable experience focused on patient experience, retail operations, and/or associate experience, with a strong emphasis on frontline environments and leadership responsibility
- Bachelor's degree in business administration, or related field, or the equivalent combination of education and experience
- Strong analytical and problem-solving abilities
- Self-motivated, high-energy individual with excellent communication skills (verbal and written), strong listening abilities, and effective presentation skills
- Proven ability to lead and motivate cross-functional teams
- Highly skilled with patient satisfaction measurement tools and methodologies
- Ability to propose solutions and products tailored to patients needs
- Ability to manage multiple tasks simultaneously while maintaining high standards of quality
- Proficient in MS Office suite (Word, PowerPoint, Excel)
Grow with Us
- Career Development and Training Opportunities
- Participate in a comprehensive benefits package including medical and dental coverage, tax-free savings plans, life insurance and more
- Participate in our Vision coverage and associate discounts on our products
- Participate in our 401(k) with competitive company match
- Accrue PTO and paid holidays from day one
#LI-Hybrid
