Director of Patient Experience

Job Description

About Inception

Inception Fertility was founded by patients, for patients, to elevate the experience at every step of the family-building journey. At Inception Fertility, we believe that delivering exceptional patient care begins with empowering and supporting our employees. We invest in our employees, ensuring that every team member is equipped to provide the best care possible to our patients and families.

The Role

Patient experience isn’t a department here. It’s why Inception exists, and it’s the mission behind everything we do. As Director of Patient Experience, you’ll help shape and drive how care is delivered across our network, from the first phone call to the long-awaited good news. You’ll partner closely with HR to build an employee experience that empowers our teams to deliver compassionate care, because happy, supported people make patients feel cared for. If you love turning data and empathy into real change, come build it with us.

What You’ll Do

• Lead patient and employee experience initiatives across our network, sharing and scaling best practices that elevate care at every clinic.
• Partner with HR to design and launch employee experience programs that empower our teams to deliver compassionate, exceptional care.
• Turn data (NPS, patient reviews, feedback) into clear insights and action plans that improve the patient journey.
• Bring in smart technology, including feedback platforms, AI-driven analytics, and telehealth tools, to measure and improve the experience.
• Lead virtual and in-person training and workshops that help teams adopt new ideas and build skills.
• Work with Finance, Operations, Strategic Planning, Marketing, and HR to turn strategy into action.
• Travel within North America to visit our clinics and attend key meetings and conferences.

What You’ll Bring

Required: 

• Bachelor’s degree in Healthcare Management, Business, Marketing, Hospitality, or a related field
• 10+ years of experience in hospitality, marketing, customer service, customer or patient experience, and/or management
• A track record of leading successful customer service, customer experience, patient experience, and/or employee experience initiatives
• Strong leadership skills and the ability to motivate and develop a team
• Excellent written and verbal communication, especially on complex topics
• Comfort turning data into insights and strategies into action
• Ability to work independently and collaboratively with clinical and non-clinical teams
• Ability to travel within North America

Preferred: 

• Master’s degree
• Knowledge of current patient and customer experience trends
• Experience in healthcare or fertility

Why You'll Love Working Here – Our Amazing Benefits:

Comprehensive Health Coverage: Medical, dental, and vision plans for our full-time employees, along with complimentary basic life insurance, Employee Assistance Program, and long-term disability insurance.

Family Building Support: Take advantage of our comprehensive fertility benefits, adoption assistance, and surrogacy support to help grow your family.

Paid Parental Leave: Generous maternity, paternity, and partner leave so you can focus on what matters most.

Plenty of Paid Time Off: Start with 18 days of PTO annually and enjoy 11 paid holidays, including one floating holiday to use as you choose!

Retirement Ready: Invest in your future with our 401(k) plan, featuring a competitive company match and full vesting after just 2 years.

Lifestyle Spending Account: Access a company-funded account to reimburse expenses that boost your physical, financial, and emotional well-being.

Health Savings Account (HSA): If eligible, enjoy regular employer contributions to your HSA with every paycheck.

Rewards for Connections: Earn extra money with our Employee Referral Program —your network is invaluable!

Growth Opportunities: We support your career with continuing education reimbursement and dedicated time off for professional development.

Emotional & Work-Life Support: Through our Employee Assistance Program (EAP) with SupportLinc, you'll have access to emotional well-being and work-life resources whenever you need them.

Extra Peace of Mind: Explore additional coverage options including Accident, Critical Illness, Hospital Indemnity, and Pet Insurance, to suit your needs.