Lead a multi-year roadmap for patient experience improvements across systems, processes, and digital products.
Including Access & Scheduling: Online scheduling, appointment availability optimization, and referral intake.
Digital Engagement: Patient portal, mobile experience, and communications (SMS/email reminders, telehealth links).
Intake & Onboarding: Streamlined digital forms, pre-visit workflows, and consent management.
Billing & Payments: Transparent patient billing experiences and digital payment options.
Experience & Feedback: Measurement of NPS, satisfaction, and digital adoption to drive continuous improvement.
Partner with the Product & Experience teams to align on requirements, design standards, and delivery sequencing.
Establish and report on KPIs, including patient NPS, scheduling conversion, no-show rates, portal adoption, and payment completion.
Champion accessibility and equity in care delivery through digital and operational design.
Build and mentor a team focused on patient experience analytics, UX research, and digital enablement.
Launch an integrated backlog with Engineering, establishing SLAs and clear ownership for top provider-impact items.
Act as one of the key product evangelists as the organization matures it’s SDLC and product development practices.
Establish governance for patient-facing technology prioritization, with a balance of quick wins and strategic investments.

10+ years of leadership in healthcare operations, digital experience, or patient access/product roles, ideally within behavioral health or multi-site provider organizations.
Direct experience in leading full cycle product development from idea to production release and management.
Experience in building and scaling high-performance product teams within a large healthcare organization.
Bachelor’s degree required; advanced degree (MBA, MHA, or related) preferred.
Proven track record leading large-scale digital transformation or access improvement initiatives.
Deep understanding of patient access workflows, scheduling systems, EHR integrations (Athena experience preferred), and patient engagement technology.
Strong cross-functional leadership and stakeholder management skills

Senior Director – Patient Solutions

Key skills