Our mission is Better Health. Our passion is helping others.

What’s Your Why?

• Are you looking for a career opportunity that will help you grow personally and professionally?

• Do you have a passion for helping others achieve Better Health?

• Are you ready to join a growing team that shares your mission?

Why Join Our Team: At Better Health Group, it’s our commitment, our passion, and our culture that sets us apart. Our Team Members make a difference each and every day! They support our providers and payors, ensuring they have the necessary tools and resources to always deliver best-in-class healthcare experiences for our patients. We don’t just talk the talk - we believe in it and live by it. Be part of a team that shares your passion and drive, and start living your purpose at Better Health Group.

Position Objective:

The Director Patient Experience is responsible for leading initiatives to enhance patient engagement, loyalty, and overall value across Better Health Group’s national network of owned and independent affiliate clinics.  Reporting to the VP Clinic Growth, this role requires a strategic thinker, collaborative partner, and hands-on contributor who can: deeply understand our patient populations and their needs; map and optimize the patient journey to improve every touchpoint; design, implement, and evaluate multi-channel communication strategies, both within the clinic and beyond, to drive a seamless and impactful patient experience.  This position plays a key role in shaping patient-centered strategies that align with Better Health Group’s mission and business objectives.

Responsibilities:

• Leads the creation and execution of a robust patient experience program that aligns with VIPcare’s mission, vision, and values
• Builds program framework from the ground up, integrating evidence-based practices, patient-centered care principles, and industry best practices, with a focus on continuous evaluation and improvement to ensure long-term effectiveness and adaptability
• Works closely with clinical and operational leadership to develop and implement policies and procedures that enhance patient experience at every stage of care 
• Defines, executes and measures a multichannel patient communications strategy
• Develops and implements programs and tactics to enhance the patient experience
• Collaborates with cross-functional teams to identify areas for improvement and implements solutions to enhance patient satisfaction
• Conducts regular audits to evaluate the effectiveness of patient experience initiatives
• Analyzes patient feedback and data to identify trends and areas for improvement
• Develops and implements training programs to educate staff on best practices for delivering exceptional patient care
• Collaborates with clinical and administrative teams to streamline processes and improve efficiency in patient care delivery
• Stays up-to-date with trends and best practices in patient experience management
• Leads, mentors, and manages the patient experience function, ensuring high levels of engagement, productivity, and growth
• Establishes, tracks, and analyzes key performance indicators
• Fosters a culture of patient-centered care and ensures that all team members are aligned with the BHG’s patient experience goals
• Serves as a liaison between patients, families, and healthcare providers to address concerns and resolve issues
• Develops and maintains strong relationships with key stakeholders, including physicians, nurses, and other healthcare professionals
• Additional duties as assigned

Position Requirements/ Skills:

• Bachelor’s Degree in Healthcare Administration, Business Administration, or a related field preferred; would consider equivalent direct experience in developing, implementing, and sustaining patient experience programs
• 7+ years of experience in patient experience management or a related role, focusing on Medicare Advantage beneficiaries or primary care 
• Experience in healthcare operations, patient engagement, and performance improvement experience, with a strong emphasis on delivering measurable outcomes tied to quality and satisfaction metrics
• Experience in healthcare, preferably within primary care, managed care, or health systems
• Familiarity with Medicare Advantage, Value-based Care (VBC) models, CMS Star Ratings, and HEDIS highly preferred
• 3+ years of proven experience in leading teams and driving performance improvement
• Strong knowledge of patient experience best practices and industry standards
• Proven ability to design and implement initiatives that improve patient satisfaction, loyalty, and retention
• Familiarity with consumer journey mapping, patient surveys, and feedback tools
• Experience managing patient complaint resolution or service recovery programs
• Proficient in analyzing patient experience and quality data to identify trends and drive change
• Familiarity with Net Promoter Scores (NPS) and survey tools
• Demonstrated success in performance improvement cycles (PDSA, Lean, Six Sigma)
• Familiarity with EMRs (eCW) with ability to leverage patient portal data to track engagement and communication trends
• Familiarity with Customer Relationship Management (CRM) tools and automated communication platforms, such as HubSpot
• Proficient with Google Suite (Drive, Docs, Sheets, Slides) for real-time collaboration
• Strong leadership and team motivation skills, with the ability to work cross-functionally and independently
• Analytical mindset, adept at interpreting data to drive informed decision-making
• Exceptional organizational, time management, and multitasking abilities, ensuring accuracy and attention to detail
• Excellent communication skills, both written and verbal, with the ability to engage effectively with internal and external stakeholders
• Strong interpersonal, presentation, and relationship-building skills to foster collaboration and influence outcomes
• Critical thinking and problem-solving expertise, with a results-oriented approach to execution and delivery
• Cultural awareness and sensitivity, ensuring inclusive and patient-centered engagement
• Commitment to confidentiality in handling sensitive data and information

Physical Requirements:

• Ability to remain in a stationary position, often standing or sitting for prolonged periods of time
• Communicating with others to exchange information
• Repeating motions that may include the wrist, hands, and/or fingers
• Assessing the accuracy, neatness, and thoroughness of work assigned
• Must be able to lift at least 15lbs at times

Key Attributes/ Skills:

• Has a contagious and positive work ethic, inspires others, and models the behaviors of core values and guiding principles
• An effective team player who contributes valuable ideas and feedback and can be counted on to meet commitments
• Is able to work within the Better Health environment by facing tasks and challenges with energy and passion
• Pursues activities with focus and drive, defines work in terms of success, and can be counted on to complete goals