As the Senior Director, Patient Experience Operations, you will oversee an extensive operations team that is at the frontline of the healthcare experience for Ro patients. 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, and 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 needs and 4) owning and managing total costsLead BPO relationship: ensure strong partnership + execution with third-party partner across operational and quality KPIsOwn internal processes, systems, and vendor relationships and ensure they keep pace with growthWork closely with Clinical (including leaders at our affiliated medical practice) and Care Delivery colleagues to ensure excellent holistic patient careBe 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 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.
