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 partnership
- Ensure day-to-day delivery of non-clinical activities within SLA and to high-quality standards
- Manage complexity of multiple work types, plus rapid pace of emergent business needs
- Own overall workforce allocation and planning vis vis Ro priorities and patient needs
- Own and manage total costs
- Own internal processes, systems, and vendor relationships and ensure they keep pace with growth, including our BPO relationship
- Work closely with Clinical (including leaders at our affiliated medical practice) and Care Delivery colleagues to ensure excellent holistic patient care
- Work closely with tech partners to both inform the broader roadmap and build solutions for your function that reduce contacts, improve routing, and improve quality
- Be a critical “voice of the patient”: consistently surface patient and business issues and build business cases to inform broader Ro roadmaps
- Consistently “play offense”: identify opportunities to delight patients, reduce churn, and increase engagement
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.
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