Senior Director, Patient Experience Operations

$174,700 - $213,500/Yr

Roman Health Pharmacy - New York, NY

Full-time - Senior

New York, NY

Health and Personal Care Retailers

About the position

As the Senior Director of Patient Experience Operations, you will lead a large operations team focused on enhancing the healthcare experience for Ro patients. This role involves overseeing customer support, insurance navigation, and overall patient care, while ensuring operational efficiency and quality improvement. You will be responsible for scaling the organization to meet patient needs and managing costs effectively, all while reporting to the SVP of Care Delivery and collaborating with various departments.

Responsibilities

• Ensure excellent execution of a large, complex non-clinical operations team, including day-to-day delivery of non-clinical activities within SLA and to high quality standards.
• Manage the complexity of multiple work types and respond to rapid business needs.
• Own overall workforce allocation and planning in alignment with Ro priorities and patient needs.
• Manage total operational costs effectively.
• Lead the BPO relationship, ensuring strong partnership and execution across operational and quality KPIs.
• Oversee internal processes, systems, and vendor relationships to ensure they keep pace with growth.
• Collaborate closely with Clinical and Care Delivery teams to ensure excellent holistic patient care.
• Act as the 'voice of the patient' by surfacing patient and business issues and building business cases to inform operational and tech roadmaps.

Requirements

• 12+ years of total experience in scaling non-clinical operations such as customer support and care navigation in a fast-growing organization.
• Demonstrated experience owning and driving operational and financial KPIs.
• Strong experience with workforce planning in a dynamic environment with multiple work types.
• Startup experience is required.
• Proven ability to hire, coach, and develop high-performing teams and frontline leaders.
• Data-savviness with the ability to make operational decisions based on data and analytics.
• Cross-functional collaboration skills to work effectively with clinical, business, and tech counterparts.

Nice-to-haves

• Experience in a fast-paced healthcare environment.
• Strong problem-solving skills and a proactive approach to identifying areas for improvement.

Benefits

• Full medical, dental, and vision insurance + One Medical 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.