Patient Experience Operations Director
4 weeks ago
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.
- 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.
- 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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