The Director of Patient and Family Experience is responsible for overseeing patient access, intake, referral management, care navigation, and community outreach functions to ensure timely, equitable, and seamless access to services. This position provides leadership and supervision to Social Workers, Community Liaisons, Case Managers, and Patient Experience Manager while developing processes that improve patient experience, care coordination, referral conversion, and access to community resources.

The Director of Patient and Family Experience serves as a key leader in removing barriers to care, supporting patient and family engagement, managing community partnerships, and ensuring efficient patient flow from referral through admission and ongoing service coordination. This position collaborates closely with clinical, operational, and revenue cycle teams to optimize access and improve outcomes for patients and families.

Education:

• Bachelor’s degree in Social Work, Healthcare Administration, Public Health, Nursing, Counseling, Human Services, or related field required.
• Master’s degree preferred.

Experience:

• Minimum of 5 years of healthcare, rehabilitation, care coordination, social services, patient access, or community engagement experience.
• Minimum of 3 years of supervisory or management experience.
• Experience managing multidisciplinary teams preferred.
• Experience with healthcare referrals, intake processes, insurance requirements, and care navigation strongly preferred.
• Experience working with pediatric, rehabilitation, behavioral health, or disability service populations preferred.

Who We Are:

Ability KC is the longest-standing private, not-for-profit, comprehensive outpatient medical rehabilitation facility in Kansas City serving thousands of individuals and their families annually and is nationally accredited and recognized as a leader in value-based care.

Our organization proudly provides a unique, personalized approach to care, serving people of all ages through educational, vocational, and therapeutic services. From helping with a child’s transition to kindergarten, to helping someone relearn how to drive or return to work, we’re there for our community.

Ability KC has been a designated comprehensive outpatient rehabilitation facility (CORF) since 2002, accredited by the Commission on Accreditation of Rehabilitation Facilities since 1971 and accreditation with National Association for the Education of Young Children.

Our mission is to build brighter futures for children and adults with disabilities by providing comprehensive educational, vocational and therapeutic services.

Our Culture:

We emphasize the well-being of every individual, ensuring there is meaning in what we do each day, with dedication to quality relationships, security in our finances, vibrancy in our physical and mental health and recent pride in contributions to our community. Our culture is built on three pillar principles – make a positive impact every day, embrace legacy and innovation, and together we rise.

We offer Monday – Friday services, a Comprehensive Benefit Package that includes paid Winter Break and Wellness Care Leave.

Ability KC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis or disability.

Background and post offer drug screenings required.