Senior Director, Patient Experience Operations

Summary

Join Ro as the Senior Director, Patient Experience and Operations and oversee a large operations team focused on providing exceptional healthcare experiences for patients. You will build and scale a patient-centric organization, manage costs, and drive quality improvement. Leveraging technology and collaboration, you will ensure excellent execution of non-clinical operations, manage workforce allocation, and own internal processes. This role requires extensive experience scaling non-clinical operations in a fast-growing organization, strong leadership skills, and data-savviness. The successful candidate will be a highly analytical problem-solver who thrives in a dynamic environment and is passionate about delivering exceptional patient experiences. This position reports to the SVP, Care Delivery and offers a competitive salary and benefits package.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• 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