Patient Experience Leader & Training Coach

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 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.