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Senior Director, Patient Experience Operations

extra holidays - extra parental leave - fully flexible

Remote:

Hybrid

Contract:

Full time

Salary:

175 - 214K yearly

Experience:

Expert & Leadership (>10 years)

Work from:

New York (US)

Offer summary

Qualifications:

12+ years experience in scaling non-clinical operations, Strong leadership and data analysis skills.

Key responsabilities:

Oversee operations team providing customer support and care navigation
Build organization to scale patient reach and reduce costs

Ro Healthtech: Health + Technology Scaleup https://ro.co/

201 - 500 Employees

See more Ro offers

Job description

As the Senior Director, Patient Experience Operations, you will oversee an extensive operations team that is at the frontline of care for Ro customers. Your teams will provide customer support, help patients navigate their insurance benefits, and move forward patients’ overall care. You will build an organization that scales in patient reach and complexity, while reducing contacts, managing costs, and driving continued quality improvement. You will report to the SVP, Care Delivery and work closely with operational, clinical, business, tech counterparts.

Who are you? You have prior experience scaling a significant member experience organization with direct operational / cost accountability. You love building new things, operating in a fast-moving environment, and, ultimately, delivering exceptional patient experiences.

What You'll Do:

Ensure excellent execution of a large, complex non-clinical operations team, consisting of both Ro teammates and a BPO partnership including 1) ensuring day-to-day delivery of non-clinical activities within SLA and to high quality standards 2) managing complexity of multiple work types, plus rapid pace of emergent business needs 3) owning overall workforce allocation and planning vis a vis Ro priorities and patient needsOwn and manage total costs

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

What You'll Bring to the Team:

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

We've Got You Covered

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

The target base salary for this position ranges from $174,700 to $213,500, in addition to a competitive equity and benefits package (as applicable). When determining compensation, we analyze and carefully consider several factors, including location, job-related knowledge, skills and experience. These considerations may cause your compensation to vary.