Director of Patient and Customer Experience

WHO ARE WE?
The Wound Pros is the nation’s largest wound care management company, with a presence in 19 states and counting. Our mission is to facilitate the standardization of evaluating and treating chronic wounds in long-term care facilities by leveraging the power of AI and technology. We offer various essential services, including Digital Wound Management, Telemedicine, Advanced EHR Systems, Mobile Vascular Assessment, Digital Supply Tracking, Advanced Wound Care Dressings, and participation as a Medicare Part B provider.

Kickstart your career by joining a growing number of professionals committed to healing wounds and saving lives. At The Wound Pros, we live and breathe diversity. We pride ourselves in our team of passionate professionals from all over the world. Our core values are: we Listen, Innovate, Never give up, and ‘Kultivate’ & grow (LINK) people in their careers. 

JOB SUMMARY

The Director of Patient and Customer Experience is responsible for leading the company's patient and customer experience programs and initiatives. The Director will establish and continuously monitor clearly defined key performance indicators related to experience and services that are action-oriented and directly correlate to success in achieving organizational goals. This leader will collaborate with other key stakeholders and leaders to develop and implement strategies to improve performance among experience indicators and instill a culture with an intrinsic focus on excellence in service delivery.

WHAT ARE YOUR ASSIGNMENTS

• Develop, implement, and maintain the organization’s patient and customer experience feedback collection systems.
• Continuously analyzes service feedback collected and develops processes to consistently share findings and areas for improvement with the appropriate departments.
• Analyze data, trends, and specific situations reported to identify root causes and collaborate with key leaders to develop and implement corrective and preventive actions.
• Monitor key performance indicators (KPIs) related to patient and customer experience.
• Collaborate effectively with other departments, including clinical and sales teams, to achieve experience-related goals.
• Collects, measures, and analyzes patient, family, and customer sentiment data and feedback to identify areas for improvement.
• Develops and implements role-based training focused on enhancing patient and customer interaction.
• Leads and mentors teams to inspire excellence in service delivery.
• Complete additional duties to support organizational goals.

ATTRIBUTES NEEDED FOR THE ROLE

• Bachelor's degree in a healthcare-related field required, Master’s degree in Healthcare
• Administration (MHA), Nursing (MSN), or related field preferred.
• 5 years of experience in a leadership role with responsibility for department or organization patient and customer experience required.
• 3 years managing teams, remote and distributed groups preferred.

WHAT YOU HAVE ALREADY ACHIEVED

• Strong understanding of experience indicators and related improvement methodologies.
• Experience with data and root cause analysis and performance improvement initiatives.
• Excellent communication, interpersonal, and presentation skills.

EQUAL OPPORTUNITY EMPLOYER

The Wound Pros is an equal opportunity employer committed to being an employer of choice, not just an excellent place to work but a great and inclusive place to work. We strive to recruit and maintain a diverse workforce. Qualified applicants will receive consideration for employment without regard to race, physical or mental disability, color, religious creed, ancestry, national origin, religion, age, sex, marital status, genetic information or testing, gender identity and expression, sexual orientation or status as a Vietnam-era or special disabled veteran or any characteristic protected by law.

Please note: Only shortlisted applicants will be contacted for Interviews.