Chief Experience Officer

Chief Experience Officer

Come join our "Family" and be part of providing healthcare in the community…for the community. Carolina Family Health Centers, Inc. provides accessible and affordable health care with excellence…where patients come first. Regardless of an individual's ability to pay or their insurance status, we believe that everyone deserves access to quality health care. As a nonprofit, federally qualified health center (FQHC), we strive to meet the needs of our community and breakdown barriers that prevent individuals from seeking health care. Our service offering includes primary medical care, behavioral health, pharmacy, and dental services in an integrated model that provides a comprehensive approach to care for our patients.

Position Overview

The Chief Experience Officer (CXO) serves as a member of the Chiefs of Staff and is responsible for designing, implementing, and continuously improving the patient experience across CFHC, Inc. The CXO provides strategic oversight of the patient-facing administrative operations for medical and dental front office functions, patient access services, customer service initiatives, and Health Information Technology (HIT). The CXO ensures that organizational systems, technology, workflows, and staff interactions align with the health center's mission. This position works collaboratively with clinical, operational, and administrative leadership to improve patient satisfaction, access to care, operational efficiency, workforce engagement, and technology adoption.

This position offers a 40-hour workweek, no weekends, full benefits package, 12 paid holidays, bi-weekly pay.

Essential Tasks

• Executive Leadership: Serves as a member of the Executive Leadership Team and participates in strategic planning and organizational decision-making. Develops and executes strategies to enhance the patient experience across all service lines and locations, while predominantly focusing on the patient experience for medical and dental departments, ensures consistency in registration and check-out activities for outreach services. Promotes a culture centered on patient satisfaction, service excellence, access to care, and continuous improvement. Collaborates with Chiefs of Staff to establish organizational goals and performance measures related to patient experience and operational excellence.
• Front Office and Call Center Operations: Provides direct oversight of all medical and dental front office operations including scheduling of workforce, coverage for absences, working with Human Resources to fill vacancies and appropriately implement corrective action, as needed. Recruits, develops, mentors, and evaluates department leaders and assists leaders with the recruitment, development, and mentoring of staff in the Experience Department. Promotes employee engagement and professional development. Establishes accountability measures and performance expectations. Ensures standardization of registration, scheduling, patient intake, insurance verification, and check-in/check-out processes as well as compliance to privacy and HRSA regulations amongst staff.
• Health Information Technology (HIT): Provides executive oversight of Health Information Technology operations and strategy. Collaborates with clinical and operational leaders to optimize electronic health record (EHR) functionality and workflow integration. Oversees implementation, enhancement, and maintenance of health information systems. Promotes the effective use of technology to improve patient care, operational efficiency, and regulatory compliance.
• Patient Experience and Service Excellence: Develops and maintains a comprehensive patient experience program. Reviews patient satisfaction surveys and feedback data to identify trends and opportunities for improvement. Leads patient service recovery initiatives and ensures timely resolution of patient concerns and complaints.
• Quality Improvement and Compliance: Partners with Quality, Compliance, and Clinical Leadership to improve patient outcomes and operational performance. Participates in Continuous Quality Improvement (CQI) initiatives. Ensures compliance with HRSA Health Center Program requirements, HIPAA regulations, Federal and state regulations, organizational policies and procedures.

Experience and Education

Associate's or Bachelor's degree in Healthcare Administration, Business Administration, Health Information Management, Information Technology, Public Health, or related field. With an Associate's degree, at least seven (7) years of progressive healthcare leadership experience and ten (10) years of supervisory experience. With a Bachelor's degree, at least four (4) years of progressive healthcare leadership experience and seven (7) years of supervisory experience.

Schedule

Monday to Friday 8 AM – 5 PM 8-Hour shift In person

Physical Requirements

Individuals may need to sit or stand for long periods of time, occasional bending, stooping, lifting including of patients, reaching forward and overhead. May require walking primarily on a level surface for periods throughout the day. Proper lifting techniques and frequent computer work required. Must be able to travel freely in the local area; between clinics, hospitals, health departments, etc.

Benefits

401(k) and match AD&D insurance Dental insurance Disability insurance Employee assistance program Flexible spending account Health insurance Life insurance Paid time off Holidays Vision insurance

Job Type

Full-time

License/Certification (one/any preferred)

Active North Carolina Driver License

Base Pay Overview

The starting pay for this position is $105,000.00 annually. Please keep in mind that actual salary will vary based on various factors such as qualifications, skills, competencies, and proficiency for the role.