Director of Customer / Patient Experience & Administration

About the role

The Director of Customer / Patient Experience & Administration leads the end‑to‑end patient journey and all front‑of‑house operations within a sport‑medicine healthcare setting. Reporting to the Senior Sport Medicine Director, the role drives service excellence, operational efficiency, and a patient‑centered culture across registration, call centres, scheduling, billing support and customer relations.

Key responsibilities

• Design and implement a patient experience strategy aligned with organisational values and quality standards.
• Map, analyse and optimise the full patient journey—from access and appointment booking to discharge and follow‑up.
• Oversee front‑desk, registration, scheduling, medical records, call‑centre and patient coordination functions.
• Standardise SOPs for admissions, referrals, insurance coordination and discharge processes.
• Collaborate with physicians, therapists, coaches and nurses to embed experience standards across clinical care.
• Lead patient liaison services, manage escalations and ensure compassionate communication with patients and families.
• Ensure compliance with healthcare regulations, accreditation (CBAHI, JCI) and data‑privacy requirements.
• Supervise digital touchpoints such as appointment systems, patient portals, mobile apps and CRM platforms.

Required profile

• Proven leadership experience in patient or customer experience within a healthcare environment.
• Strong understanding of administrative workflows, capacity planning and service‑level performance.
• Excellent collaboration skills to work across clinical, rehabilitation and performance teams.
• Track record of implementing quality‑assurance audits and compliance programmes.

Required skills

What we offer

• Opportunity to shape the patient experience strategy for a leading sport‑medicine centre.
• Leadership role with direct influence on clinical and operational teams.
• Competitive compensation package and professional development support.