Ensures the consistent delivery of organization's culture of care across all clinics by leading patient-engagement initiatives, overseeing feedback systems, and supporting service improvement programs. The role manages the day-to-day execution of experience programs, service recovery, and loyalty efforts while coordinating with the Service Quality Assurance and Clinic Operations teams to address gaps and enhance the overall patient journey. The position also supports training on service standards, monitors feedback and corrective actions, and recognizes clinics and individuals who demonstrate exceptional service.

JOB RESPONSIBILITIES:

Lead the design, implementation, and continuous improvement of patient-engagement, loyalty, and guest-experience programs that enhance satisfaction and personalize clinic visits. Lead patient-journey mapping and experience-design initiatives to identify key touchpoints, pain points, and moments that matter; collaborate with Service Quality Assurance to translate insights into measurable standards and process improvements. Oversee patient feedback and non-medical complaint management; ensure timely resolution, trend analysis, and tracking of corrective actions in coordination with Clinic Operations and Service Quality Assurance. Track and evaluate patient feedback, commendations, and program outcomes to recognize clinics and individuals who exemplify service excellence; share best practices and success stories to strengthen patient-centered culture across the network. Integrate feedback, NPS insights, and audit findings with Service Quality Assurance to refine service standards, drive systemic improvements, and sustain a culture of care. Collaborate with the Service Quality Assurance team in the creation, review, and updating of non-medical policies, procedures, and front-of-house SOPs to ensure consistency in communication, service flow, and overall experience. Partner with the Operations Training team to deliver and reinforce training on the culture of care, service etiquette, and SOP compliance; conduct refreshers and coaching sessions as needed. Collect, analyze, and present patient-experience data to leadership, highlighting key insights, trends, and recommendations; ensure implementation and follow-up of corrective actions Provide guidance on the design and continuous improvement of non-clinical service processes and patient-journey touchpoints to maintain a seamless and consistent experience across all clinics.