A Clinical Director directs and manages a medical practice, clinic, hospital, or other clinical setting. Organizes and manages of staff physicians, policy implementation, and ensures that standards for medical care are communicated and maintained.
Director of Patient Experience and Hospitality We are looking for someone that comes from a Hospitality background•
Location:
Mount Airy, MD Job Type:
Full-Time Schedule:
Monday-Friday Base Salary:
$75,000-$90,000 annually , based on experience
Performance Bonus:
Up to 10% annual bonus based on patient experience metrics, operational goals, and successful implementation of service initiatives. About Us We are a growing, innovative Interventional Pain Management practice committed to redefining the patient experience. Our vision extends beyond exceptional clinical outcomes—we believe every patient interaction should reflect the highest standards of hospitality, professionalism, and personalized care. We are seeking an experienced hospitality leader to transform our practice into a true white-glove healthcare experience . This is not a traditional healthcare administration role. We are looking for someone who has successfully designed, implemented, measured, and continuously improved luxury service standards and is passionate about bringing that expertise into a medical environment. Position Summary The Director of Patient Experience will lead the transformation of our patient journey by implementing hospitality-driven service standards throughout the organization. Reporting directly to executive leadership, this individual will develop systems, train staff, establish measurable service metrics, and create a culture centered around exceptional patient care. The ideal candidate has a proven track record of implementing and tracking white-glove service initiatives within luxury hospitality, high-end retail, concierge services, private clubs, or premium healthcare settings. Key Responsibilities Patient Experience Leadership Design and implement a comprehensive white-glove patient experience strategy. Evaluate every touchpoint in the patient journey, from the first phone call through post-treatment follow-up. Develop and maintain luxury-level service standards across all departments. Create memorable, personalized experiences that exceed patient expectations. Service Excellence Establish measurable service standards, KPIs, and performance metrics. Monitor patient satisfaction, online reviews, Net Promoter Score (NPS), referral trends, and retention. Analyze patient feedback and implement continuous improvements. Ensure consistency of service across every patient interaction. Team Development Train, coach, and mentor front office, clinical, and administrative staff on hospitality principles and service excellence. Develop onboarding programs and ongoing training focused on white-glove service. Foster a culture of accountability, professionalism, empathy, and proactive communication. Recognize and reward exceptional service performance. Operational Improvement Evaluate workflows and identify opportunities to improve efficiency while enhancing the patient experience. Develop standard operating procedures (SOPs), service recovery protocols, and communication standards. Collaborate with physicians and leadership to align operational excellence with clinical excellence. Lead patient experience initiatives from concept through implementation and measurement. Leadership Serve as the organization's champion for hospitality and patient-centered service. Present performance metrics and improvement initiatives to executive leadership. Drive organizational change through collaboration, coaching, and strategic planning. Qualifications Bachelor's degree preferred. Minimum of 5 years of leadership experience in luxury hospitality, guest experience, concierge services, or another premium customer-focused industry. Demonstrated success implementing and measuring white-glove or luxury service programs. Experience creating service standards, SOPs, employee training programs, and performance metrics. Strong leadership, coaching, and change management skills. Exceptional communication, interpersonal, and presentation abilities. Analytical mindset with experience tracking customer satisfaction and operational performance. Ability to influence organizational culture and inspire teams. Healthcare experience is welcome but not required . We value hospitality expertise and a proven ability to elevate customer experiences. Preferred Backgrounds We encourage candidates with leadership experience from organizations such as: Luxury hotels and resorts Concierge healthcare or concierge medicine Fine dining and Michelin-level hospitality Private country clubs High-end spas and wellness centers Luxury automotive dealerships Premium retail brands Disney Guest Experience Ritz-Carlton, Four Seasons, Waldorf Astoria, or similar luxury hospitality organizations Compensation & Benefits Base salary of $75,000-$90,000 , based on experience Up to 10% annual performance bonus Paid time off Paid holidays Health, dental, and vision insurance Retirement savings plan Professional development opportunities Stable Monday-Friday schedule with no weekends Opportunity to shape the future of a growing healthcare organization Why Join Our Team? This is a unique opportunity to bring world-class hospitality into healthcare and make a lasting impact on how patients experience medical care. If you're passionate about creating exceptional service, leading organizational change, and building a culture where every patient feels valued, respected, and genuinely cared for, we want to hear from you. Join us in setting a new standard for patient experience and helping redefine what exceptional healthcare feels like. Apply today to become our Director of Patient Experience & Hospitality and help transform our practice into the premier white-glove healthcare destination in Mount Airy, Maryland.
Pay:
$75,000.00 - $90,000.00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance
