As the Senior Director, Patient Experience and Operations, you will oversee an extensive operations team that is at the frontline of the healthcare experience care for Ro patients and customers. Your teams will provide customer support, help patients navigate their insurance benefits, and move forward with 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 leverage ops and tech to deliver an exceptional patient experience for patients on their healthcare journey. This role reports to the SVP, Care Delivery, and works closely with operational, clinical, business, and tech counterparts.
Who are you? You have prior experience scaling a significant member experience organization with direct operational / cost accountability. You can point to examples of using tech to drive ops and patient experience, and you approach problems with an analytical lens. 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 partnershipEnsure day-to-day delivery of non-clinical activities within SLA and to high-quality standardsManage complexity of multiple work types, plus rapid pace of emergent business needsOwn overall workforce allocation and planning vis vis Ro priorities and patient needsOwn and manage total costsOwn internal processes, systems, and vendor relationships and ensure they keep pace with growth, including our BPO relationshipWork closely with Clinical (including leaders at our affiliated medical practice) and Care Delivery colleagues to ensure excellent holistic patient careWork closely with tech partners to both inform the broader roadmap and build solutions for your function that reduce contacts, improve routing, and improve qualityBe a critical “voice of the patient”: consistently surface patient and business issues and build business cases to inform broader Ro roadmapsConsistently “play offense”: identify opportunities to delight patients, reduce churn, and increase engagementWhat 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 customers12+ years total experience Demonstrated experience owning and driving toward operational and financial KPIsStrong experience with workforce planning in dynamic environment with multiple work typesStartup experience requiredPeople leader: you have hired, coached, and developed highly performing teams and frontline leadersData-savviness: you understand what data you need to make operational decisions and can communicate effectively with data / analytics teammatesCross-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 solutionsYou love to build. You are continuously looking for areas to improveYou are a doer. You are capable of and frequently do IC workYou aren’t fazed by complexity or pace of change. You make order out of chaosYou strive for excellence. You know and sweat the detailsWe've Got You Covered
Full medical, dental, and vision insurance + OneMedical membershipHealthcare and Dependent Care FSA401(k) with company matchFlexible PTOWellbeing + Learning & Growth reimbursementsPaid parental leave + Fertility benefitsPet insuranceStudent loan refinancingVirtual resources for mindfulness, counseling, and fitnessThe 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.
