Aspen Dental Director, Patient Experience in East Syracuse, New York

WellNow is one of the fastest growing urgent care providers in the Northeast. Providing excellent opportunities for professionals that demonstrate a continual commitment to the highest quality, patient-centered care, in a warm and friendly setting is our primary focus.

As a reflection of our continued growth, we have an exciting opening to join our team as a Director of Patient Experience.

The Director, Patient Experience & Program Execution oversees Patient Experience investment programs and ensures that these programs align with the overall vision for the WellNow Patient Experience. Responsibilities include day-to-day management of the program(s), budget oversight, offering selection, annual strategy, and long-term vision. The position is required to demonstrate a firm grasp of the Patient Experience in the areas they own, articulate the impact of that Experience on the business, and work cross-functionally to align stakeholders with their vision for the Experience.

  • Responsible for the Patient Experience Strategy and future state Vision for each owned program.

  • Design new employee training to maximize employee effectiveness.

  • Design New Pilot Program training(s).

  • Responsible for being a key resource to other departments in providing Patient data, support, and leveraging their work plans to achieve program enhancements.

  • Effectively collaborate and develop strong cross-functional relationship with key stakeholders.

  • Lead cross-functional teams with key stakeholders to deliver Patient Experience initiatives.

  • Lead the strategic thinking within the program by identifying gaps in the program experience, ideate on solutions, building work plans and problem-solving in order to achieve improvements and performance.

  • Stay abreast of industry trends, competitive experiences, Patient insights, and the actual WellNow delivery of the experience within the assigned program.

  • Leverage competitive knowledge to ensure WellNow stays competitive in providing the experiences that matter most to Patients.

  • Accountable for program and initiative performance, including measurement of program initiatives.

  • Critically evaluates information gathered from multiple sources and reconcile conflicts to establish a comprehensive understanding and to distinguish user/Patient requests from the underlying true needs.

  • Pro-actively analyzes operational performance, business process, Patient insights, and/or future needs to clarify key challenges, diagnose root cause, recognize performance improvement opportunities, and ensure enterprise strategy and initiative alignment.

  • Serves as a trusted resource to assist Leadership, Employees and other departments in understanding Patient Experience, driving current initiatives, and designing methodology for project/initiative delivery.

  • Works with leaders to align on priorities, constructively address project work, and build personal development plans.

  • Identifies evolving business needs, industry trends, and advancements in the field of Patient Experience; drives the Patient Experience Team to adapt.

  • Lead on-site workshop and Audits to ensure Customer Experience compliance for defined territories.

  • Infuse customer-centricity via site visits, observations, employee engagement activities, and strong relationships.

  • Accountable for measurable results as reflected in various key performance indicators.

  • Bachelor’s degree in related field preferred

  • Minimum 3 years’ experience in an organization focused on improving quality or service/customer experience required. Healthcare industry experience not required.

  • Must have proven analytical and quantitative skills

  • Must have the ability to understand corporate financial analysis and financial statements.

  • Must be an expert in developing and delivering presentations to large audiences including senior leadership.

  • Ability to demonstrate high emotional intelligence in various situations dealing with both internal and external resources

  • Communicates effectively by listening intently, questioning appropriately, and articulating clearly in both written and verbal formats

  • Demonstrated personal computer skills using Microsoft Word, Outlook and Excel.

  • Must have at time of hire and maintain throughout employment a valid New driver’s license.

  • Ability to work additional hours on a regular basis, including nights and weekends.

  • Significant travel is required (80%) with potential for increased/decreased travel based upon team needs.

If you are looking for an exciting opportunity to join a rapidly growing company and are passionate about imporving the customer/patient expereince. Apply today!

Street: 281 Sanders Creek

Travel: 75 – 100%

External Company Name: Aspen Dental

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