Director, Oncology Customer Experience

We’re looking for a driven and results-oriented Director of Customer Experience to lead our dynamic teams, including Client Services, Patient Services, and Clinical Review, and elevate customer satisfaction, transforming everyday interactions into extraordinary customer experiences.

Requirements

• Advocate relentlessly for stellar service standards for Client Services, Patient Services, and Clinical Review.
• Dive into collaborations with Sales, Marketing, IT, Billing, Lab Operations, and more, to stitch seamless experiences that resonate with both physicians and patients.
• Set vision, strategic direction, expectations, annual and long-term objectives for the Client Services, Patient Services, and Clinical Review Teams.
• Inspire, mentor, and elevate your team members, fostering an environment of growth, collaboration, and peak performance.
• Design and refine workflows to ensure quick, effective responses that not only meet but exceed customer and internal expectations.
• Establish and track Key Performance Indicators (KPIs) such as Turn Around Time (TAT) at every step in customer and patient processes, cancellations, turnover, attendance and department throughput to gauge team success and drive continuous improvement.
• Oversee the creation and maintenance of all Customer Experience SOPs and ensure your team is equipped, informed, and ready to excel.
• Bring innovation, including AI, to the customer experience team to optimize external customer and patient interactions to upgrade our service offering.
• Serve as the pivotal business lead, aligning customer experience strategies with business goals for revenue improvement and cost efficiency.

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Tuition Reimbursement
• Relocation Assistance