Vice President of Patient Experience
Confidential
Vice President of Patient Experience
About the Company
Rapid-growing healthcare technology (HealthTech) company
Industry
Information Technology and Services
Type
Privately Held, Private Equity-backed
Founded
2020
Employees
1001-5000
Specialties
- pharmacy
- pharma
- innovation
- technology
- and hub services
About the Role
The Company is seeking a Vice President of Patient Experience to lead the transformation of healthcare interactions. The successful candidate will be responsible for the inbound patient-facing contact center function, ensuring that all interactions are resolved quickly, completely, and consistently across various programs and medications. This role involves building and maintaining teams, workflows, and QA systems to uphold a high standard of service and using data to proactively identify and address any service gaps. The VP will also be instrumental in leading patient experience initiatives, aligning with organizational goals, and ensuring operational excellence and compliance. Applicants must have a Bachelor's degree in a relevant field, with a Master's degree preferred, and at least 15 years' experience in contact center operations, patient services, or specialty pharmacy/hub service delivery. A minimum of 3 years in a leadership role managing a multi-program or multi-client inbound service team is required. The ideal candidate will have a strong background in healthcare or a regulated patient-facing service environment, with experience in managing service channels, performance metrics, and service recovery strategies. Knowledge of contact center performance management, omnichannel service delivery, and workforce management practices is essential. Experience in a direct-to-patient dispensing model and with HIPAA-compliant contact center operations is also highly valued. The role demands a data-driven approach, the ability to balance efficiency and quality, and the skills to collaborate effectively across functions to enhance the patient experience.
Hiring Manager Title
EVP of Patient Experience
Functions
- Operations
Vacancy posted 1 day ago
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