What are the responsibilities and job description for the Director, Customer Service position at Translational Pulmonary and Immunology Research Center?
About Us :
Founded in 2015, the Food Allergy Institute (FAI) is a cutting-edge research and clinical care center revolutionizing food allergy treatment among the pediatric population. Our Tolerance Induction Program™ is the first of its kind, bringing patients to the point where they can eat whatever they want, whenever they want, without having to worry about any kind of reaction. The success of FAI is built on years of development involving proprietary biomarkers, data analytics and modeling systems which allow unique patient specific therapy to be deployed in the clinic setting and at home safely.
Why Join FAI?
The Food Allergy Institute (FAI) is home to innovative thinkers, problem solvers, and passionate leaders who are transforming the world of food allergy treatment. Our work is life-changing for patients and their families, and every member of our team plays a vital role in supporting our mission.
With over 180 employees, Our diverse team includes Physicians in the specialties of Pediatrics, Pulmonary, Allergy & Immunology, Emergency Medicine, as well as Nurse Practitioners, Physicians Assistants, and a PhD level research team. In the food allergy world, the growth of FAI is unique in reflecting the effectiveness of its treatment approach and the supportive environment fostered by its team of professionals.
At FAI, you'll be part of a team dedicated to making a real impact. We provide access to cutting-edge technology, offer competitive salaries, comprehensive benefits, and endless opportunities for professional development and career growth. Join us in transforming food allergy care and be inspired to make a difference.
Employee Benefits
We offer a comprehensive benefits package, including competitive salary, 401(k) with employer match, medical, dental, and vision insurance, generous paid time off, company-paid holidays, and sponsored employee events. We are also committed to your professional development with individualized training and career growth opportunities.
Job purpose :
The Food Allergy Institute is seeking a highly motivated and results-oriented Director of Customer Service to lead the development and execution of patient experience initiatives, data-driven improvements, and customer service excellence. This role is central to ensuring that our patients and their families receive exceptional care, from initial consultation through long-term management of food allergies. The Director will analyze patient satisfaction data, improve service delivery processes, and foster a culture of empathy and responsiveness across the organization.
Duties and Responsibilities :
- Patient Experience Leadership :
Design and implement a patient-first strategy that aligns with the mission of the Food Allergy Institute, ensuring that all services are delivered with empathy and excellence.
Lead the collection, analysis, and reporting of patient experience and satisfaction data, using metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and patient surveys to inform service improvements.
Manage and mentor a team of customer service representatives, ensuring they are equipped with the training, tools, and knowledge to support patients and families effectively.
Design and oversee initiatives to boost patient satisfaction and loyalty, creating a welcoming environment for patients throughout their journey with the Institute.
Build, coach, and manage a high-performing team focused on delivering exceptional customer experiences.
Work closely with clinical, administrative, and operational teams to streamline the patient journey from diagnosis through treatment and follow-up care.
Qualifications :
Key Competencies :
Physical requirements :
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is required to walk between multiple office locations that include the use of stairs (elevator is only available in some instances).
This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.
Direct reports :
Manager, Customer Excellence, Customer Excellence Employees
The company provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, or any other consideration made unlawful by federal, state, or local laws. The company is committed to providing reasonable accommodation for qualified applicants, and employees with disabilities to ensure they enjoy equal access to all employment opportunities and benefits of employment as required by the Americans with Disabilities Act.