Remote Senior Director, Patient Experience Operations

Summary

Join our team as the Senior Director, Patient Experience Operations, where you will oversee a large operations team, build an organization that scales in patient reach and complexity, while reducing contacts, managing costs, and driving continued quality improvement.

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, plus rapid pace of emergent business needs
• Own overall workforce allocation and planning vis a vis Ro priorities and patient needs
• Own and manage 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

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