Director of Patient Experience & Care Transformation

Inception; Houston (TX); On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

Health coverage

Fertility benefits

Parental leave

Paid time off

Job summary

Inception Fertility in Houston is seeking a Director of Patient Experience to shape how care is delivered across our network, partnering with HR to empower teams and deliver compassionate care from the first phone call to the moment of good news.

You will turn data from NPS and patient feedback into actionable improvements, bring AI-driven analytics and telehealth tools, and lead training to scale best practices across clinics.

Qualifications

• Bachelor’s degree in Healthcare Management, Business, Marketing, Hospitality, or a related field.
• 10+ years of experience in hospitality, marketing, customer service, customer or patient experience, and/or management.
• Track record of leading successful customer service, customer experience, patient experience, and/or employee experience initiatives.
• Strong leadership skills and the ability to motivate and develop a team.
• Excellent written and verbal communication, especially on complex topics.
• Comfort turning data into insights and strategies into action.
• Ability to travel within North America.

Responsibilities

• Lead patient and employee experience initiatives across our network, sharing and scaling best practices to elevate care.
• Partner with HR to design and launch employee experience programs that empower teams to deliver compassionate care.
• Turn data (NPS, patient reviews, feedback) into clear insights and action plans to improve the patient journey.
• Bring in smart technology, including feedback platforms, AI-driven analytics, and telehealth tools to measure and improve the experience.
• Lead virtual and in-person training and workshops to help teams adopt new ideas and build skills.
• Work with Finance, Operations, Strategic Planning, Marketing, and HR to turn strategy into action.
• Travel within North America to visit our clinics and attend key meetings and conferences.

Skills

Leadership

Communication

Data-to-insights

Customer-experience

Team-development

Education

Bachelor's degree in Healthcare Management

Bachelor's degree in Business/Marketing/Hospitality

Job description

Inception Fertility in Houston is seeking a Director of Patient Experience to shape how care is delivered across our network, partnering with HR to empower teams and deliver compassionate care from the first phone call to the moment of good news.

You will turn data from NPS and patient feedback into actionable improvements, bring AI-driven analytics and telehealth tools, and lead training to scale best practices across clinics.