Director of Patient Experience

Director of Patient Experience - Exact Billing Solutions (EBS) Lauderdale Lakes, FL Salary:$130 - $150 Who We Are Exact Billing Solutions is a unique team of revenue cycle management professionals specializing in the substance use disorder, mental health, and autism care fields of healthcare services. We have extensive industry knowledge, a deep understanding of the specific challenges of these markets, and a reputation for innovation. With our proprietary billing process, EBS is the oil that brings life to the engines of its partner healthcare companies. EBS is poised for exponential growth, and we are building out our teams to support the expansion of global operations. Part of the ICBD family office portfolio, Exact Billing Solutions combines entrepreneurial speed with the financial discipline of a self-funded, founder-led organization. Our growth reflects a proven ability to solve complex healthcare challenges with operational precision, scalable systems, and client-first innovation. Our Origin Story Exact Billing Solutions was launched to address one of healthcare's most persistent challenges: the burden of billing and insurance administration on providers. With firsthand knowledge of how inefficiencies in revenue cycle management drain resources from patient care, our founder built a company dedicated to removing obstacles, accelerating cash flow, and delivering peace of mind to clients across specialties. Recognition & Awards Exact Billing Solutions contributes heavily to the success of the broader ICBD family office ecosystem and benefits from the recognition awarded to other portfolio companies, including: Inc. 5000, 2024 - Top 5 Fastest-Growing Private Companies in America (ABA Centers of America) EY Entrepreneur Of The Year® U.S. Overall Florida Trend Magazine - 500 Most Influential Business Leaders About the RoleThe Director of Patient Experience leads the development and execution of strategies that enhance the overall experience of clients and families receiving behavioral therapy services. This role ensures that every interaction reflects the organization's commitment to compassionate, individualized, and family-centered treatment.Working closely with clinical, operational, and administrative leaders, the Director promotes a culture of empathy, communication, and service excellence across all ABA therapy centers, home-based programs, and telehealth services.Key ResponsibilitiesThe following are duties and responsibilities that the Revenue Recovery Director shall provide:Lead a department of 10+ individuals to perform all key functions of the patient experience teamDevelop and lead a comprehensive behavioral health patient experience strategy aligned with organizational goals and regulatory requirements. Develop and establish a metric driven approach to managing patient experience functions, report on performance, and analyze data and KPIs to ensure functions are operating at maximum efficiency. Develop and implement a patient experience strategy that supports a culture of empathy and inclusion throughout all levels of the organizationDevelop clear, concise operational plans that reflect key departmental goals and objectives with clear business and project plans as requiredLead the Patient Experience team, providing coaching, development, and performance managementIdentify trends, barriers, and opportunities to improve the patient and family experience across the behavioral health continuumDevelop and implement action plans in collaboration with support departmentsOversee the patient advocacy function, ensuring timely, sensitive, and effective responses to patient and family concerns or grievancesEffectively manages projects to ensure timely achievement of objectivesPrepares and develops a variety of financial and operational reports to identify and monitor trends, activity, and report changesDevelop appropriate action plans to modify results in accordance with required outcomesMaintain excellent patient, physician, and payer relationships through a proactive customer service-oriented approach. Resolves issues between parties. Refers major issues and provides feedback, analysis, and insight to executive teamContinuous Improvement in policies and proceduresCross covers other related administrative positions and performs other duties as assigned/requestedResponsible for and managing actions relating to quality audits of team members as well as ensure productivity targets are being metEnsure all patient experience representatives are educated and involved in the performance of the organizationRequirementsQualificationsHighschool diploma or GED or higherMinimum of 5 years of progressive leadership experience in patient experience and financial counselingDemonstrated success in developing and leading patient experience programs Experience with Sales Force and Collaborate MD preferredStrong leadership, collaboration, and communication skills with a high degree of emotional intelligenceAbility to analyze data and translate insights into operational and cultural improvementsExpertise in conflict resolution, service recovery, and patient advocacyBenefitsOutstanding Benefits 21 paid days off (15 PTO days, increasing with tenure, plus 6 holidays) Flexible Spending Account (FSA) and Health Savings Account (HSA) options Medical, dental, vision, long-term disability, and life insurance Generous 401(k) with up to 6% employer match  About Exact Billing Solutions Exact Billing Solutions is committed to building a culture of professionalism, accountability, and operational excellence. We believe billing is more than a back-office function—it's a vital part of delivering quality healthcare. By hiring individuals with the right blend of expertise, integrity, and client focus, we empower providers to thrive while making the business of healthcare more efficient and sustainable. Join our mission and help transform healthcare billing with precision and purpose!