Director of Patient Services

Description:

OREGON SHOULDER INSTITUTE

Director of Patient Experience Medford, Oregon | Full-Time Base $60,000-$80,000 | Total Compensation Potential $100,000+ About Oregon Shoulder Institute Oregon Shoulder Institute (OSI) is a nationally recognized subspecialty shoulder surgery practice led by Dr. Patrick J. Denard, MD — ranked among the top shoulder surgeons in North America for rotator cuff repair and shoulder replacement, with over 300 peer-reviewed publications. We deliver world-class, evidence-based care to patients from across the Pacific Northwest and beyond. We are a high-volume surgical practice with an uncompromising commitment to clinical excellence and a white-glove patient experience. If you are energized by building relationships, elevating service standards, and being a key driver of practice growth, we want to hear from you. Position Overview The Director of Patient Experience is the face of Oregon Shoulder Institute — the primary relationship manager for every patient who contacts us or walks through our doors. This is not a traditional front-desk role. We are looking for a motivated, polished professional who combines genuine warmth with a growth mindset: someone who can deliver a concierge-level experience while actively contributing to the expansion of the practice. Key Responsibilities Patient Experience & Concierge Service Serve as the primary point of contact for new and established patients from first inquiry through post-operative follow-up Deliver a consistently exceptional, white-glove experience that sets OSI apart in the region Guide out-of-area and traveling patients through logistics — travel, scheduling, coordination — with ease and hospitality Proactively communicate with patients to ensure they feel informed, supported, and confident at every step of their care journey Anticipate patient needs before they arise and resolve concerns with professionalism and urgency Practice Growth & Referral Relations Build and maintain strong relationships with referring providers, their staff, and community partners across the Rogue Valley and beyond Serve as a practice ambassador — representing OSI's reputation and values in every patient and provider interaction Support new patient conversion by effectively communicating the OSI difference and Dr. Denard's expertise to prospective patients Track and follow up on referral pipelines and ensure referring providers receive timely, professional communication Identify opportunities to improve patient retention, satisfaction, and word-of-mouth referrals Assist with community outreach and events that support practice visibility and growth Scheduling & Coordination Coordinate new patient scheduling, pre-operative appointments, and surgical scheduling with precision Manage a high-volume, fast-paced schedule while maintaining a calm and professional presence Liaise between patients, clinical staff, surgical schedulers, and hospital contacts What We Offer Base salary: $60,000-$80,000/year based on experience Performance-based bonus structure with the opportunity to bring total compensation to $100,000+ for top performers Health, dental, and vision insurance Paid time off and holidays 401(k) with employer contribution A front-row seat at one of North America's premier shoulder surgery practices Real opportunity to grow with a practice that is expanding its reach regionally and nationally How to Apply Submit your resume and a brief cover letter.

Requirements:

Qualifications 2+ years of experience in a patient-facing medical, dental, or concierge healthcare coordination role required Experience in a surgical specialty, high-end dental practice, boutique/concierge medical setting, or medical/device/pharmaceutical sales strongly preferred Exceptional interpersonal and communication skills — you can connect with anyone and make them feel like a priority Natural ability to build trust and long-term relationships with patients and referring providers Entrepreneurial mindset with genuine interest in contributing to practice growth Highly organized, proactive, and able to manage competing priorities without losing composure Professional, polished presentation in person and in writing Knowledge of orthopedic or surgical care pathways is a plus, not a requirement — we will train the right person