Director of Patient Experience & Service Recovery

The University of Texas Southwestern Medical Center; Dallas (TX); Hybrid; USD 120,000 - 170,000; Full time

Benefits offered by this job

PPO health plan

Paid time off

Retirement programs

Tuition reimbursement

Parental leave

Wellness programs

PSLF eligible

On-site childcare

Job summary

UT Southwestern Medical Center in Dallas seeks a Director of the Patient Assistance Office to lead the health system’s patient service recovery program. You will oversee intake, triage, tracking, and resolution of patient complaints across all clinical sites, partnering with risk management and compliance.

The role requires a Bachelor's in Business or related field, 7+ years in patient assistance or service recovery with 3+ years in leadership, and strong communication, analytics, and

Qualifications

• Bachelor's degree in Business, Healthcare Administration, Nursing, Public Health, or related field.
• Minimum 7 years progressive experience in patient assistance, service recovery, risk management, or related healthcare administrative functions.
• Minimum 3 years leadership experience managing teams, operations, or programs with measurable performance outcomes.
• Experience interpreting and applying healthcare regulatory, accreditation, and compliance requirements (CMS, Joint Commission, patient rights).

Responsibilities

• Leads centralized intake and triage for patient complaints across all UT Southwestern sites.
• Defines workflows for case assignment and tracks cases to resolution.
• Ensures timely acknowledgement, follow-up, and communications with patients.
• Represents Patient Assistance Office on institutional committees.
• Identifies recurring issues and supports action plans to address root causes.
• Partners with Risk Management, Legal, Compliance, and Quality leadership.
• Maintains data collection and reporting to monitor concerns and trends.
• Provides direction for service recovery processes and customer communications.
• Leads and develops managers and staff handling billing and service complaints.

Skills

Communication

Stakeholder leadership

Analytical skills

Project management

Process improvement

Education

Bachelor's degree in Business/related field

Master’s degree preferred

Job description

UT Southwestern Medical Center in Dallas seeks a Director of the Patient Assistance Office to lead the health system’s patient service recovery program. You will oversee intake, triage, tracking, and resolution of patient complaints across all clinical sites, partnering with risk management and compliance.

The role requires a Bachelor's in Business or related field, 7+ years in patient assistance or service recovery with 3+ years in leadership, and strong communication, analytics, and