Director of Patient Experience & People Enablement

Prelude Fertility, Inc.; Houston (TX); Hybrid; USD 120,000 - 190,000; Full time

Benefits offered by this job

Health coverage

Fertility benefits

Parental leave

18 days PTO + 11 holidays

401(k) with company match

HSA employer contributions

Employee Referral Program

Professional development time off

Employee Assistance Program

Job summary

Inception Fertility in Houston is seeking a Director of Patient Experience to shape care delivery across our network and partner with HR to elevate the employee experience. You will transform data into actionable improvements and lead training initiatives across clinics, including the adoption of AI analytics and telehealth tools.

The role requires strong leadership, a track record in customer/patient/employee experience programs, and the ability to travel within North America.

Qualifications

• Bachelor's degree in Healthcare Management, Business, Marketing, Hospitality, or a related field
• 10+ years of experience in hospitality, marketing, customer service, patient experience, and/or management
• A 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 work independently and collaboratively with clinical and non-clinical teams
• Ability to travel within North America

Responsibilities

• Lead patient and employee experience initiatives across our network, sharing and scaling best practices that elevate care at every clinic
• Partner with HR to design and launch employee experience programs that empower our teams to deliver compassionate, exceptional care
• Turn data (NPS, patient reviews, feedback) into clear insights and action plans that 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 that 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

Data-driven thinking

Communication

Team building

Strategic thinking

Collaboration

Travel ability

Education

Bachelor's degree in healthcare management or related field

Tools

Feedback platforms

AI analytics

Telehealth tools

Job description

Inception Fertility in Houston is seeking a Director of Patient Experience to shape care delivery across our network and partner with HR to elevate the employee experience. You will transform data into actionable improvements and lead training initiatives across clinics, including the adoption of AI analytics and telehealth tools.

The role requires strong leadership, a track record in customer/patient/employee experience programs, and the ability to travel within North America.