Patient Experience Operations Director

4 weeks ago


New York, New York, United States ro-co Full time

Exciting Opportunity to Drive Patient Experience Operations at Ro-co

We are seeking an experienced leader to oversee our Patient Experience Operations team, providing exceptional care to our customers. As a key member of our Care Delivery team, you will be responsible for ensuring the smooth execution of non-clinical operations, managing complexity, and driving quality improvement.

Key Responsibilities
  • Lead a large, complex non-clinical operations team, ensuring day-to-day delivery of activities within SLA and to high quality standards.
  • Manage complexity of multiple work types, rapid pace of emergent business needs, and own overall workforce allocation and planning.
  • Own and manage total costs.
  • Lead BPO relationship, ensuring strong partnership and execution with third-party partners across operational and quality KPIs.
  • Own internal processes, systems, and vendor relationships, ensuring they keep pace with growth.
  • Work closely with clinical and Care Delivery colleagues to ensure excellent holistic patient care.
  • Be a critical voice of the patient, consistently surfacing patient and business issues and building business cases to inform broader operational and tech roadmap.
What You'll Bring to the Team
  • Prior experience scaling non-clinical operations in a fast-growing organization with thousands of customers.
  • 12+ years of total experience.
  • Demonstrated experience owning and driving toward operational and financial KPIs.
  • Strong experience with workforce planning in dynamic environments with multiple work types.
  • Startup experience required.
  • People leader with experience hiring, coaching, and developing highly performing teams and frontline leaders.
  • Data-savviness, understanding what data is needed to make operational decisions and communicating effectively with data and analytics teammates.
  • Cross-functional collaboration, working effectively with clinical, business, and tech counterparts.
  • A passion for building and improving processes.
  • Able to make order out of chaos and strive for excellence.
What We Offer
  • Full medical, dental, and vision insurance, plus OneMedical membership.
  • Healthcare and Dependent Care FSA.
  • 401(k) with company match.
  • Flexible PTO.
  • Wellbeing and Learning & Growth reimbursements.
  • Paid parental leave and Fertility benefits.
  • Pet insurance.
  • Student loan refinancing.
  • Virtual resources for mindfulness, counseling, and fitness.

Salary: $174,700 - $213,500, plus competitive equity and benefits package.



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