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 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.
