Director of Patient Experience

Director Of Patient Experience

Midwest Express Clinic is redefining urgent and primary care through a hospitality-driven approach. We believe healthcare should feel personal, seamless, and genuinely compassionate — delivering not only clinical excellence, but an experience patients trust and remember.

We are seeking a Director of Patient Experience to build and lead a best-in-class, hospitality-driven experience across our growing network of clinics.

This role will define and operationalize what “Healthcare with Heart” means in practice — creating consistent, high-quality experiences across every patient interaction. You will partner closely with Operations, Clinical, and HR leaders to embed a service-first culture, while building scalable processes and measurable outcomes.

This role requires a transformational leader — not just someone to maintain programs, but someone who will redesign and elevate the patient experience end-to-end. The Director will take full ownership of mapping the patient journey, building service models, and implementing systems, scripts, and tools that fundamentally improve how care is delivered. This is a highly visible, hands-on role requiring both strategic thinking and in-clinic execution.

Key Responsibilities

Build a Hospitality-Driven Experience
• Develop and implement service standards that elevate every patient touchpoint (front desk, clinical handoffs, follow-ups)
• Translate hospitality principles into clear, actionable expectations for clinic teams
• Ensure a consistent, high-quality experience across all locations

Own the Patient Journey
• Map and document the full end-to-end patient journey, including all touchpoints, messaging, and workflows (digital, in-clinic, and post-visit)
• Create clear journey maps, scripts, and service standards that define the expected patient experience at every stage
• Identify breakdowns and redesign processes to improve flow, communication, and patient perception
• Partner with Operations, Clinical, and Technology teams to implement supporting tools, systems, and workflows

Lead Patient Feedback & Service Recovery
• Oversee patient complaints, feedback channels, and resolution processes
• Establish a best-in-class service recovery model focused on empathy, urgency, and ownership
• Identify trends and implement proactive improvements

Drive Culture & Training
• Design and deliver hospitality-focused training for onboarding and ongoing development
• Partner with HR and Operations to embed patient experience into performance expectations
• Coach leaders and frontline teams on delivering exceptional service in high-volume settings

Measure & Improve
• Define and track key experience metrics (e.g., NPS, wait time perception, resolution time)
• Translate data into insights, reporting, and actionable improvement plans
• Monitor performance across clinics and ensure accountability

Operational Excellence & Scaling
• Lead and execute high-impact, cross-functional initiatives that drive measurable transformation in patient experience
• Evaluate and implement tools, technology, and communication strategies (e.g., EMR workflows, patient messaging, outreach)

Experience

What We’re Looking For
• 5–8+ years in customer experience, hospitality, or patient experience leadership — hospitality background strongly preferred (e.g., hotel, airline, or high-touch service environments)
• Experience in multi-site, high-growth, or service-based environments
• Proven ability to build and scale programs across teams and locations

Capabilities
• Strong hospitality mindset — focused on how people feel, not just what gets done
• Hands-on, “boots on the ground” leadership style — actively present in clinics, rounding regularly, observing the patient experience firsthand, and partnering with local leaders and teams to drive real-time improvements.
• Ability to influence across clinical and operational teams without direct authority
• Strong operational and execution skills — able to turn strategy into action
• Data-driven, with the ability to translate insights into meaningful improvements
• Proven ability to lead transformational change, not just maintain existing programs
• Experience building end-to-end journey maps, service models, and operational playbooks
• Comfortable owning both strategy and execution — from concept to rollout in clinics
• Strong working knowledge of EMR/EHR systems and how they impact patient experience

Preferred
• Healthcare experience (urgent care, outpatient, or similar)
• Experience with patient satisfaction tools or EHR systems (e.g., Experity)
• Experience building training programs or service standards

Benefits

Midwest Express Clinic is proud to offer our employees a competitive selection of employer sponsored medical, dental, vision, and short term disability plans that meet the diverse needs of our employees and their families. Employees can also opt into a wide range of voluntary benefit plans including, but not limited to pre-tax spending accounts (FSA, HSA, Dependent Care, and Commuter), life insurance, critical illness, and even pet insurance. We offer a company-sponsored 401K plan, with employer match, to help them plan for a financially secure future. We also believe in the importance of work-life balance, with all full-time employees eligible for Wellness or Paid Time Off benefits.

Midwest Express Clinic is an Equal Employment Opportunity Employer.