Senior Director – Patient Solutions

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

📋 Description

• Oversee a multi-year strategy aimed at enhancing patient experience across various systems, processes, and digital products.

• This includes Access & Scheduling: Online appointment scheduling, optimization of appointment availability, and management of referral intake.

• Digital Engagement: Management of the patient portal, mobile user experience, and communication tools (such as SMS/email reminders and telehealth links).

• Intake & Onboarding: Implementation of streamlined digital forms, pre-visit processes, and consent management systems.

• Billing & Payments: Development of transparent billing experiences for patients alongside digital payment solutions.

• Experience & Feedback: Assessment of NPS, patient satisfaction, and digital adoption metrics to foster ongoing improvements.

• Collaborate with the Product & Experience teams to ensure alignment on requirements, design standards, and the sequencing of delivery.

• Define and track KPIs, including patient NPS, conversion rates for scheduling, no-show statistics, portal utilization, and payment completion rates.

• Advocate for accessibility and equity in care delivery through both digital and operational design initiatives.

• Build and guide a team dedicated to patient experience analytics, UX research, and digital enablement efforts.

• Initiate an integrated backlog in collaboration with Engineering, establishing service level agreements and clear ownership for high-impact provider items.

• Serve as a key product advocate as the organization advances its software development lifecycle and product development practices.

• Create governance for the prioritization of patient-facing technologies, balancing quick wins with long-term strategic investments.

⛳️ Requirements

• A minimum of 10 years of leadership experience in healthcare operations, digital experience, or patient access/product roles, preferably in behavioral health or multi-site provider organizations.

• Proven experience in leading the complete product development lifecycle from concept to production release and management.

• Demonstrated success in building and scaling high-performance product teams within a large healthcare setting.

• A Bachelor’s degree is required; an advanced degree (MBA, MHA, or related) is preferred.

• A strong record of leading large-scale digital transformation projects or initiatives to improve access.

• In-depth knowledge of patient access workflows, scheduling systems, EHR integrations (preferably with Athena), and patient engagement technologies.

• Excellent cross-functional leadership and stakeholder management abilities.

🏝️ Benefits

• medical

• dental

• vision

• AD&D

• short and long-term disability

• life insurance

• 401k retirement savings with employer match

• paid parental leave

• paid time off

• holiday pay

• Employee Assistance Program