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Flagler Health is building a clinical operating system for modern musculoskeletal care, partnering with MSK provider groups and specialty clinics to improve operations, efficiency, and patient outcomes. The company recently closed a Series B funding round and is entering its next growth phase.
As Patient Experience Lead, you will manage and develop patient-facing staff, ensuring consistent delivery of excellent service. This is a hands-on leadership role combining people development, process improvement, and operational accountability.
Key responsibilities include:
- Leading onboarding and training on team workflows, service standards, and internal tools
- Assessing new hire readiness and providing individualized support
- Setting clear goals, delivering constructive feedback, and conducting performance reviews
- Leading team meetings to align priorities and share lessons learned
- Monitoring team performance through dashboards, service metrics, and quality reviews
- Identifying patterns affecting service quality, productivity, and follow-through
- Reviewing work for accuracy, completeness, and adherence to standards
- Translating performance insights into coaching, training, and process improvements
- Serving as a point of contact for staff questions and day-to-day operational issues
- Working with leadership to address recurring problems and operational barriers
- Maintaining clear records of feedback, goals, and follow-up actions
You will thrive in a culture that values ownership, building from scratch, speed, transparency, and curiosity. The role requires balancing individual development with team goals while adapting to changing priorities in a growing organization.
REQUIREMENTS:
- 4+ years of experience training or supervising patient-facing staff in a healthcare setting
- Experience in onboarding employees, coaching performance, and supporting staff development
- Strong communication skills and ability to deliver clear, actionable feedback
- Comfort using dashboards and internal systems to track performance and organize work
- Strong organizational skills, attention to detail, and sound judgment
- Practical approach to problem-solving and process improvement
- Ability to adapt to changing priorities in a growing organization
