Director of Patient Experience & Service Recovery

University of Texas Southwestern Medical Center; Dallas (TX); On-site; USD 130,000 - 210,000; Full time

Benefits offered by this job

PPO medical plan day one

100% coverage for preventive care

Paid Time Off day one

Retirement programs (TRS)

Paid parental leave

Wellness programs

Tuition reimbursement

PSLF qualified employer

Job summary

UT Southwestern Medical Center in Dallas, TX seeks a Director of the Patient Assistance Office to lead the health system's patient service recovery program across sites. This role oversees intake, triage, tracking, and timely, compliant responses, partnering with clinical and operational leaders to drive process improvements and better patient experience.

The ideal candidate has 7+ years in patient assistance or related healthcare administration with 3+ years leading teams, plus strong

Qualifications

• 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 outcomes.
• Experience interpreting and applying CMS, Joint Commission, and patient rights standards.

Responsibilities

• Leads centralized intake and triage for patient complaints across all UT Southwestern sites.
• Defines workflows for case handoffs and tracks resolution.
• Ensures timely acknowledgment and resolution communications to patients.
• Represents the Patient Assistance Office on committees and leadership groups.
• Identifies recurring themes and supports action plans to address issues.
• Maintains data collection and reporting for trend analysis and improvements.
• Oversees notifications when physicians leave practice and coordinates responses.

Skills

Communication

Leadership

Analytics

Process improvement

Project management

Education

Bachelor's degree (Business/Healthcare Admin/Nursing/Public Health)

Master's degree preferred

Job description

UT Southwestern Medical Center in Dallas, TX seeks a Director of the Patient Assistance Office to lead the health system's patient service recovery program across sites. This role oversees intake, triage, tracking, and timely, compliant responses, partnering with clinical and operational leaders to drive process improvements and better patient experience.

The ideal candidate has 7+ years in patient assistance or related healthcare administration with 3+ years leading teams, plus strong