Vice President, Patient & Client Experience

Summary

Join Foresight Diagnostics, a venture-backed molecular diagnostics company, as their VP, Patient & Client Experience. This leadership role focuses on building and leading a high-performing patient and client services function providing exceptional support to healthcare providers, laboratories, and patients. You will develop and implement client service strategies, manage client relationships, and collaborate cross-functionally to enhance the client experience. The position requires developing foundational processes, hiring and training a team, and ensuring seamless communication. The ideal candidate possesses a strong background in client services within the biotechnology or healthcare industry, with a focus on oncology diagnostics. This role offers a competitive salary, bonus, equity, and comprehensive benefits.

Requirements

• Bachelor's degree in Life Sciences, Business Administration, or a related field required; Master’s degree preferred
• Minimum of 7 years of experience in client services, customer operations or account management within the biotechnology, diagnostics, or healthcare industry; experience in oncology diagnostics preferred
• Proven experience in hiring, training, leading and developing high-performing teams
• Demonstrated experience standing up new teams, programs, or service functions in a startup or high-growth environment
• Excellent verbal and written communication skills, with the ability to effectively interact with clients and internal stakeholders
• Strong analytical, problem-solving skills, and decision-making skills demonstrating a proactive approach to identifying and addressing client needs and ability managing ambiguity and setting priorities

Responsibilities

• Team Leadership & Operations: Own recruiting, training, and managing a highly responsive client services team, overseeing all aspects of customer engagement from test order intake to results delivery. Strategic leadership to build scalable client services operations in US and O-US markets
• Test Requisition Form (TRF) Management: Oversee accurate and timely processing of inbound test requisition forms (TRFs), ensuring completeness, compliance, and prompt follow-up on missing information
• Specimen Kit Logistics: Manage the coordination, inventory, and timely shipping of sample collection kits to ordering providers, including tracking and follow-through on returns through the implementation of improved tracking systems
• Pathology Lab Outreach: Direct and support outreach efforts to pathology labs to request and track tissue samples necessary for testing, ensuring timely receipt and chain-of-custody compliance
• Insurance Information Collection: Ensure proper intake of patient demographics and initial insurance information to support automated and manual workflows for prior authorization, benefits verification, and billing
• Client Communication & Support: Develop and implement a scalable customer communication management system serving as a point of escalation for complex client inquiries, client self-service, order issue resolution, testing logistics, and billing, delivering accurate and timely resolutions
• Cross-Functional Collaboration: Partner with Commercial Partners, Lab Operations, Billing, and Medical Affairs to streamline client onboarding, sample tracking and feedback loops to maintain a high standard of operational excellence
• Process Development & Optimization: Create and refine SOPs to improve turnaround times, data integrity, service quality, and team performance, emphasizing scalability, automation and compliance with GDPR, HIPAA, CAP, and other industry regulations. Clinical support including EHR and software integrations
• Metrics & Reporting: Define, monitor, and report on KPIs including turnaround times, client satisfaction, order error rates, and specimen reconciliation. Implement data-driven strategies to continuously improve service performance

Preferred Qualifications

• Familiarity with Customer Relationship Management (CRM) systems (e.g. Salesforce, Zendesk) and Microsoft Office Suite; experience using Laboratory Information Management Systems (LIMS, e.g. LabVantage, etc.) and integrating or customizing platforms is a plus
• Understanding of oncology diagnostics, MRD testing, and the clinical landscape is highly desirable
• Experience working in regulated environments with a knowledge of regulatory requirements related to diagnostic testing
• Ability to travel up 25% as needed to meet with clients and attend industry events

Benefits

• Paid vacation
• Sick time
• Parental leave (if applicable)
• Medical, dental, vision, life, disability coverage
• Flexible spending accounts
• 401k with company match
• Bonus and equity offerings