Patient Experience Lead

Flagler-Health-1; New York (NY); On-site; USD 95,000 - 120,000; Full time

Job summary

Flagler Health is seeking a Patient Experience Lead to guide patient-facing staff through onboarding, coaching, and day-to-day support, driving improvements in communication and follow-through across teams.

You will help new hires start strong, support experienced staff, and translate performance insights into concrete process improvements, with a hands-on leadership approach and emphasis on accountability.

Qualifications

• 4+ years of experience training or supervising patient-facing staff in a healthcare setting.
• Experience in onboarding employees, coaching performance, and supporting staff development.
• Strong communication skills and the ability to deliver clear, actionable feedback.
• Comfort using dashboards and internal systems to track performance and organize work.
• Strong organizational skills, attention to detail, and sound judgment.
• A practical approach to problem-solving and process improvement.

Responsibilities

• Lead onboarding and training on team workflows, service standards, and internal tools.
• Assess new hires’ readiness for independent work and provide individualized follow-up.
• Reinforce consistent practices as processes and team needs evolve.
• Set clear goals and provide constructive feedback grounded in specific examples.
• Conduct performance reviews and follow through on improvement plans.
• Lead team meetings to clarify priorities, share useful lessons, and keep staff aligned.
• Monitor team performance using dashboards, service metrics, and quality reviews.
• Identify patterns affecting service quality, productivity, or follow-through.
• Review work for accuracy, completeness, and adherence to established standards.
• Translate findings into coaching, training, and process improvements.
• Serve as a point of contact for staff questions and day-to-day issues.
• Work with leadership to address recurring problems and operational barriers.
• Maintain clear records of feedback, goals, and follow-up actions.

Skills

Staff training

Performance coaching

Communication

Tools

Dashboards

Job description

Flagler Health is building the clinical operating system for modern musculoskeletal care.

We partner with MSK provider groups and specialty clinics to help them grow, operate more efficiently, and deliver better longitudinal care across patient acquisition, clinical workflows, and ongoing patient engagement. Our platform sits at the intersection of care delivery and clinic operations, helping providers capture more value across the full patient lifecycle.

We've recently raised our Series B and are entering our next phase of growth.

About the role

We're looking for a Patient Experience Lead to join our new team at Flagler Health. You'll help patient-facing staff deliver excellent service through training, coaching, and day‑to‑day support, working across teams to improve communication and follow‑through.

This is a hands‑on leadership role for someone who enjoys developing people, improving processes, and keeping a team organized and accountable. You'll help new hires get up to speed, support experienced staff, and turn performance insights into practical improvements.

What you'll do

• Lead onboarding and training on team workflows, service standards, and internal tools.




• Assess new hires’ readiness for independent work and provide individualized follow‑up.




• Reinforce consistent practices as processes and team needs evolve.




• Set clear goals and provide constructive feedback grounded in specific examples.




• Conduct performance reviews and follow through on improvement plans.




• Lead team meetings to clarify priorities, share useful lessons, and keep staff aligned.

• Monitor team performance using dashboards, service metrics, and quality reviews.




• Identify patterns affecting service quality, productivity, or follow‑through.




• Review work for accuracy, completeness, and adherence to established standards.




• Translate findings into coaching, training, and process improvements.




• Serve as a point of contact for staff questions and day‑to‑day issues.




• Work with leadership to address recurring problems and operational barriers.




• Maintain clear records of feedback, goals, and follow‑up actions.

What you bring

• 4+ years of experience training or supervising patient-facing staff in a healthcare setting.




• Experience in onboarding employees, coaching performance, and supporting staff development.




• Strong communication skills and the ability to deliver clear, actionable feedback.




• Comfort using dashboards and internal systems to track performance and organize work.




• Strong organizational skills, attention to detail, and sound judgment.




• A practical approach to problem-solving and process improvement.




• The ability to adapt to changing priorities in a growing organization.

Your leadership approach

You set clear expectations and give people the support and ownership they need to succeed. You're comfortable addressing performance issues directly, following through on commitments, and balancing individual development with team goals.

Compensation and growth

Compensation is negotiable based on experience. Opportunities for growth and additional responsibilities are available based on performance.

Our Values:

This is what you can expect of your teammates at Flagler:

• Owner: We own our work like founders. We don't wait to be asked, and we pick up the problem nobody else has.




• Builder: We like making things from scratch. We don't need a playbook to start, and we'd rather ship a rough first version than wait on a perfect spec.




• Fast: We make quick decisions. We favor progress and respect process.




• Transparent: We communicate directly. We value merit and honesty, and we challenge assumptions, including our own.




• Curious: We explore new approaches and ask "why" often.