Director of Patient Experience and Engagement
Job Details
Full Time
4 Year Degree
Customer Service

Callen-Lorde is seeking a customer service focused Director of Patient Experience and Engagement to join our Patient Experience team. The Director of Patient Experience and Engagement will be responsible for ensuring that excellent customer service standards are practiced throughout the organization and will employ various strategies to monitor and improve standards across all departments. As the Director of Patient Experience and Engagement will periodically collect patient feedback through surveys, as well as track and intervene when patient-initiated complaints and incidents arise. You will provide a response to patient incidents and is responsible to represent both the patients and the agency’s interests when negotiating resolutions. In this role you will also focus on patient involvement in managing their health care, assist patients to understand their role, and encourage and support patient participation across the organization. You will support various patient retention initiatives to reduce the number of patients lost to care. The Director will also supervise and lead the Patient Experience team and lobby screeners/greeters.

  • Master’s degree in Public Health or Mental Health field of study; licensure preferred (LCSW, LMSW, and LMHC).
  • Minimum five years of customer service or behavioral management experience in a related field
  • Prior project management experience.
  • Familiarity with LGBT and community resources.
  • Experience with DBT or CBT modalities.

Desired Characteristics, Skills

  • Ability to work effectively with diverse populations, including lesbian, gay, bisexual, and transgender communities.
  • Strong computer competency, including knowledge of Electronic Medical Records and other Microsoft Office Programs.
  • Ability to handle multiple simultaneous tasks.
  • Ability to work independently yet be team-focused.
  • Ability to remain calm, focused, and helpful under stress.
  • Commitment to the mission of Callen-Lorde’s Diversity, Equity and Inclusion initiatives.
  • Bilingual (Spanish/English) preferred.
  • Commitment to the mission of Callen-Lorde.
Why join our team?
Callen-Lorde is the global leader in LGBTQ healthcare. Since the days of Stonewall, we have been transforming lives in LGBTQ communities through excellent comprehensive care, provided free of judgment and regardless of ability to pay. We are continuously pioneering research, advocacy and education to drive positive change around the world, because we believe healthcare is a human right.