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.