Patient Experience Leader — Training, Coaching & Ops

Flagler Health; New York (NY); On-site; USD 90,000 - 120,000; Full time

Job summary

Flagler Health is seeking a Patient Experience Lead to develop and coach patient-facing staff, improving onboarding, performance, and daily workflows across teams. You’ll drive consistency, set expectations, and translate insights into practical improvements.

You will lead onboarding for new hires, monitor performance with dashboards, and partner with leadership to address operational barriers while maintaining clear records of progress.

Qualifications

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

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

Training supervision

Onboarding

Coaching performance

Clear communication

Dashboards usage

Organizational skills

Problem solving

Adaptability

Tools

Dashboards

Internal systems

Job description

Flagler Health is seeking a Patient Experience Lead to develop and coach patient-facing staff, improving onboarding, performance, and daily workflows across teams. You’ll drive consistency, set expectations, and translate insights into practical improvements.

You will lead onboarding for new hires, monitor performance with dashboards, and partner with leadership to address operational barriers while maintaining clear records of progress.