Director, Patient Experience

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Take full ownership of the patient experience throughout the Screening and Survivorship service lines.

• Continuously map and enhance patient journeys across digital platforms, clinical interactions, operational processes, and human touchpoints.

• Establish experience standards while identifying friction points, gaps, inconsistencies, and opportunities for differentiation.

• Collaborate with teams from Product, Technology, Clinical, Care, Commercial, Marketing, and Operations.

• Develop operational mechanisms, scalable processes, standards, accountability, and capabilities for commercial excellence.

• Set up KPIs, feedback systems, dashboards, and reporting structures for assessing experience quality and service delivery.

• Analyze patient feedback and operational data, pinpoint root causes, and convert insights into actionable improvement initiatives.

• Implement closed-loop processes for capturing, escalating, resolving, and learning from patient experience issues.

• Build the groundwork for a scalable Patient Experience capability and future organizational framework.

• Hire and nurture a team as the complexity of patient experiences increases.

⛳️ Requirements

• Extensive experience in patient experience, consumer experience, commercial operations, commercial excellence, service design, healthcare operations, or a related field.

• Background in a consumer-focused healthcare, digital health, healthcare services, or a similarly high-touch service environment.

• Proven ability to map and enhance complex customer or patient journeys that involve both digital products and human-delivered services.

• Strong grasp of operational processes, clinical workflows, technology, communication, and service delivery.

• Experience in establishing service standards, KPIs, dashboards, feedback mechanisms, and processes for continuous improvement.

• Excellent analytical skills with the capability to transform patient feedback and operational data into practical insights.

• Outstanding cross-functional leadership abilities and the capacity to influence teams without direct authority.

• Effectiveness in partnering with clinical professionals while maintaining a consumer and commercial perspective.

• Experience in developing new processes, capabilities, or functions within a dynamic organization.

• Comfort in operating within an early-stage, fast-paced environment that demands strategic thinking and hands-on execution.

• Exceptional communication, judgment, curiosity, and problem-solving abilities.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits, including medical, dental, and vision coverage.

• Opportunities for professional development and continuing education.

• A supportive work environment that values diversity and inclusion.

• Flexible work arrangements to promote work-life balance.