Director of Patient Experience & Care Innovation

Inception Fertility LLC.; Houston (TX); On-site; USD 120,000 - 170,000; Full time

Benefits offered by this job

Comprehensive Health Coverage

Fertility benefits

Paid Parental Leave

18 days PTO + 11 holidays

401(k) with company match

Health Savings Account (HSA)

Employee Referral Program

Education reimbursement

EAP and wellbeing resources

Travel opportunities within North Am.

Job summary

Inception Fertility LLC in Houston is seeking a Director of Patient Experience to shape care delivery across our network. You’ll partner with HR to create patient- and employee-centric experiences, translating feedback into decisive action and measurable improvements.

You’ll lead patient and employee experience initiatives, drive data-informed strategies, and implement AI analytics and telehealth tools. Expect travel across North America to visit clinics and lead trainings.

Qualifications

• Bachelor’s degree in Healthcare Management, Business, Marketing, Hospitality, or related field.
• 10+ years in hospitality, marketing, customer/patient experience, or management.
• Proven track record leading customer/patient experience initiatives.
• Strong leadership and the ability to motivate and develop a team.
• Excellent written and verbal communication; adept at turning data into strategy.

Responsibilities

• Lead patient and employee experience initiatives across our network.
• Partner with HR to design and launch employee experience programs.
• Turn data (NPS, reviews, feedback) into actionable insights.
• Introduce AI analytics and telehealth tools to measure and improve experience.
• Lead virtual and in-person training to adopt new ideas.
• Collaborate with Finance, Operations, Strategic Planning, Marketing, and HR to execute strategy.
• Travel within North America to visit clinics and attend key meetings.

Skills

Leadership

Customer experience

Data-to-insights

Communication

Independent / collaborative

Education

Bachelor's degree in Healthcare Management, Business, Marketing, Hospitality, or related field

Tools

Feedback platforms

AI-driven analytics

Telehealth tools

Job description

Inception Fertility LLC in Houston is seeking a Director of Patient Experience to shape care delivery across our network. You’ll partner with HR to create patient- and employee-centric experiences, translating feedback into decisive action and measurable improvements.

You’ll lead patient and employee experience initiatives, drive data-informed strategies, and implement AI analytics and telehealth tools. Expect travel across North America to visit clinics and lead trainings.