Director of Patient Experience 

Midwest Express Clinic is redefining urgent and primary care through a hospitality-driven approach. We believe healthcare should feel personal, seamless, and genuinely compassionate — delivering not only clinical excellence, but an experience patients trust and remember. 

We are seeking a Director of Patient Experience to build and lead a best-in-class, hospitality-driven experience across our growing network of clinics. 

This role will define and operationalize what “Healthcare with Heart” means in practice — creating consistent, high-quality experiences across every patient interaction. You will partner closely with Operations, Clinical, and HR leaders to embed a service-first culture, while building scalable processes and measurable outcomes. 

This role requires a transformational leader — not just someone to maintain programs, but someone who will redesign and elevate the patient experience end-to-end. The Director will take full ownership of mapping the patient journey, building service models, and implementing systems, scripts, and tools that fundamentally improve how care is delivered. This is a highly visible, hands-on role requiring both strategic thinking and in-clinic execution. 

Key Responsibilities 

Build a Hospitality-Driven Experience 

• Develop and implement service standards that elevate every patient touchpoint (front desk, clinical handoffs, follow-ups)  
• Translate hospitality principles into clear, actionable expectations for clinic teams  
• Ensure a consistent, high-quality experience across all locations  

Own the Patient Journey 

• Map and document the full end-to-end patient journey, including all touchpoints, messaging, and workflows (digital, in-clinic, and post-visit)  
• Create clear journey maps, scripts, and service standards that define the expected patient experience at every stage  
• Identify breakdowns and redesign processes to improve flow, communication, and patient perception  
• Partner with Operations, Clinical, and Technology teams to implement supporting tools, systems, and workflows 

Lead Patient Feedback & Service Recovery 

• Oversee patient complaints, feedback channels, and resolution processes  
• Establish a best-in-class service recovery model focused on empathy, urgency, and ownership  
• ​​​​​​​Identify trends and implement proactive improvements  

Drive Culture & Training 

• Design and deliver hospitality-focused training for onboarding and ongoing development  
• Partner with HR and Operations to embed patient experience into performance expectations  
• Coach leaders and frontline teams on delivering exceptional service in high-volume settings  

Measure & Improve 

• Define and track key experience metrics (e.g., NPS, wait time perception, resolution time)  
• Translate data into insights, reporting, and actionable improvement plans  
• Monitor performance across clinics and ensure accountability  

Operational Excellence & Scaling 

• Lead and execute high-impact, cross-functional initiatives that drive measurable transformation in patient experience  
• Evaluate and implement tools, technology, and communication strategies (e.g., EMR workflows, patient messaging, outreach) 

What We’re Looking For 

Experience 

• 5–8+ years in customer experience, hospitality, or patient experience leadership — hospitality background strongly preferred (e.g., hotel, airline, or high-touch service environments) 
• Experience in multi-site, high-growth, or service-based environments  
• Proven ability to build and scale programs across teams and locations  

Capabilities 

• Strong hospitality mindset — focused on how people feel, not just what gets done  
• Hands-on, “boots on the ground” leadership style — actively present in clinics, rounding regularly, observing the patient experience firsthand, and partnering with local leaders and teams to drive real-time improvements. 
• Ability to influence across clinical and operational teams without direct authority  
• Strong operational and execution skills — able to turn strategy into action  
• Data-driven, with the ability to translate insights into meaningful improvements  
• Proven ability to lead transformational change, not just maintain existing programs  
• Experience building end-to-end journey maps, service models, and operational playbooks  
• Comfortable owning both strategy and execution — from concept to rollout in clinics  
• Strong working knowledge of EMR/EHR systems and how they impact patient experience 

Preferred 

• Healthcare experience (urgent care, outpatient, or similar)  
• Experience with patient satisfaction tools or EHR systems (e.g., Experity)  
• Experience building training programs or service standards  

Compensation Benefits
The starting salary for this position is $140k + bonus potential.
Midwest Express Clinic is proud to offer our employees a competitive selection of employer sponsored medical, dental, vision, and short term disability plans that meet the diverse needs of our employees and their families. Employees can also opt into a wide range of voluntary benefit plans including, but not limited to pre-tax spending accounts (FSA, HSA, Dependent Care, and Commuter), life insurance, critical illness, and even pet insurance. We offer a company-sponsored 401K plan, with employer match, to help them plan for a financially secure future. We also believe in the importance of work-life balance, with all full-time employees eligible for Wellness or Paid Time Off benefits.

Midwest Express Clinic is an Equal Employment Opportunity Employer.