Director of Patient Services in Medford, Oregon at Southern Oregon Orthopedics, Inc

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.

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