Ro is hiring a
Senior Director

Summary

The job is for a Senior Director of Patient Experience Operations at Ro. The role involves overseeing an operations team that provides customer support and helps patients navigate their insurance benefits. The candidate should have prior experience scaling non-clinical operations in a fast-growing organization with thousands of customers, be a people leader, data-savvy, and able to work effectively with clinical, business, and tech counterparts.

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
• Manage complexity of multiple work types and rapid pace of emergent business needs
• Own overall workforce allocation and planning vis a vis Ro priorities and patient needs
• Lead BPO relationship: ensure strong partnership + execution with third-party partner across operational and quality KPIs
• Work closely with clinical and Care Delivery colleagues to ensure excellent holistic patient care

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