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Senior Director of Patient Experience Operations
2 months ago
As a key member of the Ro-co team, you will oversee a large, complex non-clinical operations team that provides customer support, helps patients navigate their insurance benefits, and drives continued quality improvement. Your teams will be at the forefront of care for Ro customers, ensuring excellent execution of day-to-day delivery of non-clinical activities within SLA and to high quality standards.
Key Responsibilities:- Ensure excellent execution of a large, complex non-clinical operations team, consisting of both Ro teammates and a BPO partnership, including managing complexity of multiple work types, rapid pace of emergent business needs, and owning overall workforce allocation and planning vis a vis Ro priorities and patient needs.
- Lead BPO relationship: ensure strong partnership + execution with third-party partner across operational and quality KPIs.
- Own internal processes, systems, and vendor relationships and ensure they keep pace with growth.
- Work closely with clinical (including leaders at our affiliated medical practice) and Care Delivery colleagues to ensure excellent holistic patient care.
- Be a critical "voice of the patient": consistently surface patient and business issues and build business cases to inform broader operational / tech roadmap.
- Prior experience scaling non-clinical operations (customer support, care navigation, member services, etc.) in a fast-growing organization with thousands of customers.
- 12+ years total experience.
- Demonstrated experience owning and driving toward operational and financial KPIs.
- Strong experience with workforce planning in dynamic environment with multiple work types.
- Startup experience required.
- People leader: you have hired, coached, and developed highly performing teams and frontline leaders.
- Data-savviness: you understand what data you need to make operational decisions and can communicate effectively with data / analytics teammates.
- Cross-functional collaboration: you are able to work effectively with clinical, business, and tech counterparts to 1) identify and size patient friction points and 2) develop product / process solutions.
- You love to build. You are continuously looking for areas to improve.
- You are a doer. You are capable of and frequently do IC work.
- You aren't fazed by complexity or pace of change. You make order out of chaos.
- You strive for excellence. You know and sweat the details.
- 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.
