DIRECTOR OF PATIENT EXPERIENCE

Job Description

Job Description

About Christ Community Health Services

Since 1995, Christ Community Health Services (CCHS) has provided high-quality healthcare to the underserved in the context of distinctively Christian service. As a faith based Federally Qualified Health Center (FQHC), we serve approximately 60,000 patients each year across our Memphis health centers, offering primary care, dental, behavioral health, pharmacy, and specialty services to the communities that need them most.

About the Role

The Director of Patient Experience will develop and implement a comprehensive program designed to enhance the patient experience at all levels throughout Christ Community Health Services. The ideal candidate will have excellent leadership, communication, and customer service skills, a passion for cross-functional collaboration and process improvement, and be driven to make an impact on the overall patient experience within a large, faith-based primary care and dental federally qualified health center with multiple sites.

Our Core Values — and What They Look Like in This Role

As a faith-based Federally Qualified Health Center, CCHS expects every team member to embody our core values in daily practice. These values are explicit, measurable performance expectations — how the work is done matters as much as what is done. Here is what they mean for a Director of Patient Experience:

• Intentional Love — Extending compassionate, whole-person care to every patient, family member, and colleague. In this role it means championing the patient's voice in every decision — from survey design to complaint resolution — and ensuring every touchpoint reflects genuine care, not just service metrics.
• Devoted Service — Approaching every responsibility with humility, reliability, and a servant's heart. In this role it means following every complaint through to resolution, partnering across departments without territorialism, and modeling that patient experience is everyone's responsibility.
• Humble Excellence — Pursuing the highest standard of clinical and professional quality while remaining teachable and Christ-centered. In this role it means building rigorous, data-driven improvement processes while staying open to feedback from patients, staff, and leadership on how to do it better.

Employees in this role are expected to model these values in patient interactions, team collaboration, and community engagement, in support of CCHS's healing ministry.

What You'll Do

• Collaborate with leadership to ensure all patient experience initiatives align with organizational mission and vision.
• Engage management and front-line staff to continually strive for leading-edge patient experience.
• Document and communicate a shared, organization-wide vision for putting patients first.
• Research consumer needs, expectations, and concerns, incorporating best practices from both inside and outside healthcare.
• Identify and assess tools and products to track, monitor, and improve patient satisfaction.
• Partner with physicians and physician leadership to build and sustain their involvement in implementing change.
• Collaborate with Compliance to review potential risks and legal implications for the organization.
• Partner with HR to align patient experience and recognition programs with employee engagement strategy, onboarding, training, and performance standards for patient-facing roles.
• Work with Marketing and Communications to distribute patient experience messaging to broad and targeted audiences.
• Work with IT to ensure seamless data collection for assessing current state and future opportunities.
• Own, manage, and refine the organization's patient satisfaction survey initiative to ensure consistent feedback collection from all patients.
• Develop dashboards and reporting systems to support measurement and KPIs.
• Routinely assess survey feedback to identify opportunities, establish baseline measurements, and collaborate with leadership to improve satisfaction scores.
• Lead the Patient Experience cross-functional quality team to ensure improvement efforts are effective organization-wide.
• Monitor patient complaints — including negative online reviews and the internal complaints system — to ensure timely, effective follow-up and resolution.
• Lead resolution of complaints across the organization, identifying root causes, escalating clinical quality concerns to Provider leadership, and referring legal risks to Compliance and risk management.
• Develop and present summary reports and dashboards on patient complaints to leadership and the Board of Directors.
• Develop and implement patient experience training as part of new employee orientation and onboarding and provide ongoing targeted training with leadership as needs arise.
• Partner with operational leads on training and implementation of best-practice customer service approaches across clinics and support operations.

What You'll Bring

• Bachelor's degree required in health services administration, social services, nursing, health informatics, business, or a related field; Master's degree preferred.
• Minimum of 4 years of experience in a healthcare environment required; experience with patient experience preferred.
• Nursing license preferred, not required.
• Proficiency with Microsoft Office and remote collaboration tools such as Zoom and Microsoft Teams.
• Strong analytical and reasoning skills, with the ability to assess survey data and identify trends across the organization and individual sites.
• Excellent verbal, written, and interpersonal communication skills, with the ability to prepare and present reports for all levels of management.
• Ability to develop clear, effective training materials for staff on customer service best practices.
• Strong relationship-building skills across all levels of the support center and care centers.
• Ability to manage and prioritize multiple tasks and projects within designated time frames.
• Proactive, exercising sound judgment, discretion, and decision-making to achieve organizational goals.
• Ability to travel to multiple CCHS health clinic locations within Shelby County and Madison County as required.

What We Offer

• Competitive salary and comprehensive benefits, including medical, dental, and vision coverage.
• Generous Paid Time Off (120 hours in your first year) plus paid holidays.
• 401(k) retirement plan.
• Annual paid Restorative Day supporting wellness and work-life balance.
• Mission-driven culture, employee recognition programs, and the opportunity to do work that directly expands healthcare access in Memphis.