Director of Patient Experience & CRM Operations

Memorial Hermann Health System; Houston (TX); On-site; USD 80,000 - 120,000; Full time

Job summary

Memorial Hermann is seeking a Customer Relationship Management (CRM) professional to lead hospital-level initiatives that enhance the experience of patients, families, and physicians. You will work closely with the CEO and the Memorial Hermann CRM team to define facility-specific objectives and drive measurable improvements in customer satisfaction.

The role requires strong communication, process improvement, and project management skills, with a focus on cross-functional collaboration to

Qualifications

• Bachelor's degree required.
• 1 year of education, customer service or process improvement experience.
• Experience leading and managing multi-functional teams to improve processes.
• Excellent communication skills (written, verbal, listening).

Responsibilities

• Coordinate CRM initiatives to improve patient, family and physician experience across the hospital.
• Collaborate with the CEO and Memorial Hermann CRM team to set facility objectives and goals.
• Develop and implement initiatives based on customer feedback to drive behavior change and process improvements.
• Present findings and progress to hospital leadership and committees on a regular basis.
• Ensure CRM projects are completed on time and within budget and measure impact on satisfaction.
• Provide staff education on complaint management, patient rights and customer service.
• Forecast expenses, monitor variances and contribute to capital budget planning.

Skills

Customer service

Process improvement

Communication

Project management

Stakeholder collaboration

Education

Bachelor's degree

Tools

CRM software

Job description

Memorial Hermann is seeking a Customer Relationship Management (CRM) professional to lead hospital-level initiatives that enhance the experience of patients, families, and physicians. You will work closely with the CEO and the Memorial Hermann CRM team to define facility-specific objectives and drive measurable improvements in customer satisfaction.

The role requires strong communication, process improvement, and project management skills, with a focus on cross-functional collaboration to