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
External Company URL: www.aspendent.com