DIRECTOR, GUEST EXPERIENCE & ACCESS - FULL TIME EXEMPT
On-siteLakeland, Florida, United States
Job Summary
Develop and execute a comprehensive Guest Services strategy aligned with the Clinic's mission, values, and growth initiatives to transform traditional patient access functions into a best-in-class model. Create and maintain exceptional service standards inspired by nationally recognized hospitality organizations while ensuring compliance with healthcare regulations across all Watson Clinic locations. Provide executive oversight for operations including Reception Services, Patient Registration, Scheduling, Call Center, and Patient Navigation, standardizing workflows while maintaining flexibility for specialty-specific needs. Build an organizational culture where hospitality is everyone's responsibility by recruiting, onboarding, and developing high-performing professionals through comprehensive education programs focused on emotional intelligence, conflict resolution, and luxury-level customer service. Lead continuous improvement initiatives using Lean methodologies to analyze patient satisfaction metrics, operational data, and feedback, driving action plans that improve access, efficiency, and patient flow. Manage departmental operating budgets and resources to support organizational financial goals while collaborating with physicians, clinical leaders, and executive teams to ensure seamless care journeys.
Required Qualifications
- Bachelor's degree in Healthcare Administration, Business Administration, Hospitality Management, Nursing, or a related field
- Minimum of seven years of progressive leadership experience in healthcare operations, patient access, hospitality, guest services, or a related operational leadership role
Desired Qualifications
- Master's degree
- Exceptional executive presence with the ability to inspire confidence across all organizational levels
- Outstanding emotional intelligence and interpersonal effectiveness
- Strong servant leadership philosophy
- Ability to influence without direct authority
- Exceptional presentation and communication skills
- Demonstrated ability to coach leaders and develop high-performing teams
- Strong analytical and strategic thinking abilities
- Passion for creating extraordinary guest experiences
- Ability to balance hospitality with operational efficiency and regulatory compliance
- Commitment to fostering a culture of dignity, respect, compassion, and personalized care
- Strong project management, change management, and organizational development capabilities
- Ability to make sound decisions in complex, fast-paced environments
- Demonstrated commitment to continuous improvement and innovation
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.