Director of Service Excellence and Access
Apply NowCompany: Lynn Community Health Center
Location: Lynn, MA 01902
Description:
Director of Service Excellence and Access
Lynn Community Healthcare Center is seeking a dynamic and visionary Director of Patient Experience and Access to lead our commitment to delivering an unparalleled healthcare experience across work streams. Inspired by the gold-standard service models of world companies, we are dedicated to ensuring every patient encounter is warm, seamless, and deeply engaging
If you are an action-oriented visionary leader ready to revolutionize the patient experience and deliver a seamless, dignified best-in-class healthcare experience, we invite you to join our mission-driven team and redefine what community healthcare can be.
Apply today and help us bring world-class hospitality to healthcare!
Key Responsibilities:
Qualifications
Lynn Community Healthcare Center is seeking a dynamic and visionary Director of Patient Experience and Access to lead our commitment to delivering an unparalleled healthcare experience across work streams. Inspired by the gold-standard service models of world companies, we are dedicated to ensuring every patient encounter is warm, seamless, and deeply engaging
If you are an action-oriented visionary leader ready to revolutionize the patient experience and deliver a seamless, dignified best-in-class healthcare experience, we invite you to join our mission-driven team and redefine what community healthcare can be.
Apply today and help us bring world-class hospitality to healthcare!
Key Responsibilities:
- Develop and implement a world-class patient access experience strategy rooted in personalized care, anticipatory service, and operational excellence.
- Leads initiatives to simplify and streamline a human centered approach to access services across work streams from door, to doc, discharge and beyond.
- Design and deliver comprehensive staff training on exceptional service, emotional intelligence, and de-escalation techniques
- Leverage technology and digital tools to enhance convenience and accessibility for a centered experience (e.g., patient portals, text reminders, virtual queuing).
Qualifications
- Bachelor's degree in healthcare administration, business, hospitality, or related field, or equivalent experience.
- 5+ years of leadership experience in patient experience, hospitality, or service-driven industries.
- Exceptional communication, interpersonal leadership skills with the capability to inspire a go the extra mile-human centered mindset.
- Proven track record of transforming consumer or patient service models in a high touch best in class environment.
- Strong knowledge of consumer analytics, service recovery strategies, and experience design.