Patient Experience Lead

Responsibilities

• Provides day-to-day leadership, direction, and operational oversight for Ambassadors, ACC Circle Entrance Assistants, Welcoming Specialists, and Volunteers.
• Ensures appropriate staffing, workflow management, service coverage, and consistent execution of service standards across patient‑facing areas.
• Serves as the primary day‑to‑day resource for staff and volunteers, providing operational direction, coaching, mentoring, and problem resolution.
• Prioritizes work activities, adjusts staffing assignments to meet operational needs, addresses service concerns in real time, and serves as the first point of contact for workflow, staffing, and operational issues.
• Provides leadership for onboarding, training, orientation, and ongoing staff and volunteer development.
• Works closely with operational partners to support staff performance, reinforce accountability to service standards, and promote a culture of service excellence, teamwork, and continuous improvement.
• Provides real‑time operational oversight, monitors workflow and staffing needs, reallocates resources as appropriate, and resolves operational issues to maintain efficient and effective service delivery.
• Delivers ongoing coaching, mentorship, and performance feedback to staff and volunteers, while partnering with leadership to address performance concerns and support professional development.
• Proactively identifies opportunities to enhance processes, improve operational efficiency, and strengthen the patient, family, visitor, and staff experience.
• In the absence of the Patient Experience Manager, assumes delegated operational responsibility to ensure continuity of services and successful execution of departmental priorities.

Qualifications

• Associate's degree preferred or relevant work experience.

Requirements

• Two to three years of experience in customer service in a healthcare setting or other customer‑focused environment.
• Ability to diffuse agitated customers/patients and handle stressful situations.
• Professional demeanor with excellent verbal communication skills.
• Experience working with communities or populations experiencing barriers to health care access (beneficial).
• Demonstrated experience dealing effectively and compassionately with sensitive situations.