Director, Customer Service

3 days ago

Long Beach, United States Translational Pulmonary and Immunology Research Center Full time
About Us:

Founded in 2015, the Food Allergy Institute (FAI) is a cutting-edge research and clinical care center revolutionizing food allergy treatment among the pediatric population. Our Tolerance Induction Program™ is the first of its kind, bringing patients to the point where they can eat whatever they want, whenever they want, without having to worry about any kind of reaction. The success of FAI is built on years of development involving proprietary biomarkers, data analytics and modeling systems which allow unique patient specific therapy to be deployed in the clinic setting and at home safely.

Why Join FAI?

The Food Allergy Institute (FAI) is home to innovative thinkers, problem solvers, and passionate leaders who are transforming the world of food allergy treatment. Our work is life-changing for patients and their families, and every member of our team plays a vital role in supporting our mission.

With over 180 employees, Our diverse team includes Physicians in the specialties of Pediatrics, Pulmonary, Allergy & Immunology, Emergency Medicine, as well as Nurse Practitioners, Physicians Assistants, and a PhD level research team. In the food allergy world, the growth of FAI is unique in reflecting the effectiveness of its treatment approach and the supportive environment fostered by its team of professionals.

At FAI, you'll be part of a team dedicated to making a real impact. We provide access to cutting-edge technology, offer competitive salaries, comprehensive benefits, and endless opportunities for professional development and career growth. Join us in transforming food allergy care and be inspired to make a difference.

Employee Benefits

We offer a comprehensive benefits package, including competitive salary, 401(k) with employer match, medical, dental, and vision insurance, generous paid time off, company-paid holidays, and sponsored employee events. We are also committed to your professional development with individualized training and career growth opportunities.

Job purpose:

The Food Allergy Institute is seeking a highly motivated and results-oriented Director of Customer Service to lead the development and execution of patient experience initiatives, data-driven improvements, and customer service excellence. This role is central to ensuring that our patients and their families receive exceptional care, from initial consultation through long-term management of food allergies. The Director will analyze patient satisfaction data, improve service delivery processes, and foster a culture of empathy and responsiveness across the organization.

Duties and Responsibilities:
  1. Patient Experience Leadership:
    1. Design and implement a patient-first strategy that aligns with the mission of the Food Allergy Institute, ensuring that all services are delivered with empathy and excellence.
    2. Oversee patient interactions to ensure an exceptional and seamless experience, addressing any concerns or escalations in a timely, compassionate manner.
    3. Develop patient feedback loops to gather sights that can drive improvements in service delivery and satisfaction.
    4. Advocate for patient needs across departments, ensuring all teams are aligned with best practices in customer service.
    5. Ensure continuity of communication and support for satellite and affiliate clinics.
  2. Data Analysis and Continuous Improvement:
    1. Lead the collection, analysis, and reporting of patient experience and satisfaction data, using metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and patient surveys to inform service improvements.
    2. Develop and monitor key performance indicators (KPIs) for the customer service team and the broader patient experience process.
    3. Identify patterns in patient feedback and operational data to propose and implement improvements in processes, communication, and patient care.
    4. Provide actionable insights to senior leadership, supporting data-driven decision-making to enhance patient outcomes and satisfaction.
  3. Customer Service Excellence:
    1. Manage and mentor a team of customer service representatives, ensuring they are equipped with the training, tools, and knowledge to support patients and families effectively.
    2. Establish and enforce high standards of service, ensuring timely, accurate, and empathetic responses to patient inquiries, appointment scheduling, billing questions, and care-related concerns.
    3. Develop customer service protocols that reflect the unique needs of patients with food allergies and their families, ensuring a compassionate and thorough approach.


  1. Stay up to date on best practices in healthcare, customer service and incorporate new methods and technologies to enhance service delivery.
  2. Patient Satisfaction and Loyalty Initiatives:
    1. Design and oversee initiatives to boost patient satisfaction and loyalty, creating a welcoming environment for patients throughout their journey with the Institute.
    2. Implement programs that recognize and reward outstanding patient care, building a culture of excellence across all touchpoints.
    3. Coordinate cross-functional initiatives aimed at improving patient education, communication, and support, ensuring that families feel empowered and informed about managing food allergies.
    4. Lead initiatives that educate staff on how to communicate effectively and empathetically with patients managing food allergies, especially during high-stress or sensitive situations.
  3. Team Development and Leadership:
    1. Build, coach, and manage a high-performing team focused on delivering exceptional customer experiences.
    2. Create ongoing professional development programs for customer service staff to continuously improve their knowledge of food allergies and their ability to deliver top-tier service.
    3. Foster an environment of collaboration, accountability, and continuous learning within the team, ensuring alignment with the organization's goals and values.
  4. Collaboration and Cross Departmental Coordination:
    1. Work closely with clinical, administrative, and operational teams to streamline the patient journey from diagnosis through treatment and follow-up care.
    2. Partner with the IT and data analytics teams to optimize the use of technology and systems that improve patient communication and streamline processes, such as patient portals and scheduling systems.
    3. Collaborate with marketing and outreach teams to gather and act upon patient feedback, ensuring that the Institute's messaging aligns with patient needs and expectations.
  5. Other duties as assigned.

Qualifications:
  1. Bachelor's degree in healthcare administration, business, communications, customer service management, or a related field preferred.
  2. 7+ years of experience in customer service, patient experience, or healthcare management roles, with at least 3 years in a leadership position.
  3. Proven experience in leading patient experience or customer excellence initiatives, preferably in a healthcare or medical setting.
  4. Strong background in data analysis and the ability to translate data insights into actionable strategies for improving patient satisfaction.


  1. Excellent communication, problem-solving, and interpersonal skills.
  2. A deep commitment to patient-centered care, with a focus on empathy and compassion for families managing food allergies.
  3. Proficiency in using data analytics tools, CRM systems, and patient satisfaction platforms (e.g., Press Ganey, NPS tools).

Key Competencies:
  1. Patient-Centered Care: Strong dedication to improving patient experience and outcomes in a compassionate and proactive manner.
  2. Premium Customer Service: Ensures the highest customer satisfaction, drives repeat business, and enhances brand reputation.
  3. Product Knowledge: Deep understanding of the company's products, services, and policies. Ability to train other team members to ensure a consistent level of service across all interactions.
  4. Customer Empathy and Emotional Intelligence: Actively listen to customers and empathize with their needs and concerns. Provide personalized resolution.
  5. Analytical Thinking: Expertise in interpreting data to drive operational improvements and patient satisfaction.
  6. Proactive Problem Solving: Ability to anticipate potential service issues and offer solutions before they escalate. Empower customers with options and follow up to ensure satisfaction.
  7. Leadership: Demonstrated ability to lead and inspire teams to deliver exceptional customer service.
  8. Collaboration: Strong cross-functional collaboration skills, working closely with clinical and administrative teams to improve the overall patient journey.
  9. Effective Communication: Clear, concise, and professional verbal and written communication with a focus on patient advocacy and conflict resolution.


Physical requirements:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is required to walk between multiple office locations that include the use of stairs (elevator is only available in some instances).

This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

Direct reports:
Manager, Customer Excellence, Customer Excellence Employees

The company provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, or any other consideration made unlawful by federal, state, or local laws. The company is committed to providing reasonable accommodation for qualified applicants, and employees with disabilities to ensure they enjoy equal access to all employment opportunities and benefits of employment as required by the Americans with Disabilities Act.

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