Senior Director of Patient Experience Operations
4 days ago
We are seeking a seasoned Senior Director to lead our Patient Experience Operations team. As a key member of our leadership team, you will be responsible for overseeing the day-to-day operations of our non-clinical team, ensuring excellent execution and high-quality standards.
Key Responsibilities- Ensure seamless delivery of non-clinical activities within Service Level Agreements (SLAs) and to high-quality standards.
- Manage complexity of multiple work types and rapid pace of emergent business needs.
- Own overall workforce allocation and planning to align with Ro priorities and patient needs.
- Lead the 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.
- Collaborate with clinical and Care Delivery colleagues to ensure excellent holistic patient care.
- Act as a critical 'voice of the patient,' consistently surfacing patient and business issues and building business cases to inform the broader operational/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/analytics teammates.
- Cross-functional collaboration, working effectively with clinical, business, and tech counterparts to identify and size patient friction points and develop product/process solutions.
- Ability to build, improve, and drive excellence in operations.
- Full medical, dental, and vision insurance + OneMedical membership.
- Healthcare and Dependent Care FSA.
- 401(k) with company match.
- Flexible PTO.
- Wellbeing + Learning & Growth reimbursements.
- Paid parental leave + Fertility benefits.
- Pet insurance.
- Student loan refinancing.
- Virtual resources for mindfulness, counseling, and fitness.
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