Director of Resident Experience

Fort Wayne Health Campus; Fort Wayne (IN); On-site; USD 90,000 - 120,000; Full time

Job summary

Fort Wayne Health Campus is seeking a Director of Customer Experience to lead the development and execution of strategies that enhance resident and family satisfaction. You will oversee a team of customer service representatives and collaborate across departments to address needs and feedback.

The role emphasizes communication, empathy, and proactive problem-solving within a fast-paced healthcare environment, with opportunities for professional growth and a positive, resident-centered culture.

Qualifications

• Minimum 0 years of experience in a customer-facing role, preferably in the healthcare industry
• Proven track record of improving customer satisfaction and loyalty
• Excellent communication, leadership, and problem-solving skills
• Ability to work in a fast-paced environment, prioritizing multiple tasks and deadlines

Responsibilities

• Develop and implement customer experience strategies to improve resident satisfaction, loyalty, and retention
• Lead a team of customer service representatives, providing coaching, guidance, and support to ensure excellent service delivery
• Gather and analyze customer feedback, identifying areas for improvement and implementing changes to enhance the overall experience
• Collaborate with other departments to ensure seamless communication and effective issue resolution
• Foster a customer-centric culture, promoting a positive and engaging environment for residents, families, and staff
• Develop and maintain relationships with key stakeholders, including families, healthcare providers, and community partners

Job description

Fort Wayne Health Campus is seeking a Director of Customer Experience to lead the development and execution of strategies that enhance resident and family satisfaction. You will oversee a team of customer service representatives and collaborate across departments to address needs and feedback.

The role emphasizes communication, empathy, and proactive problem-solving within a fast-paced healthcare environment, with opportunities for professional growth and a positive, resident-centered culture.