CX Engage & Initiate Lead — Strategy & Roadmaps (Remote)

Baylor Miraca Genetics Laboratories LLC; United States; Remote; USD 120.000 - 160.000; Vollzeit

Zusammenfassung

Baylor Genetics is seeking a Manager, Customer Experience Engage & Initiate to own the strategy, roadmap and improvement portfolio for the early patient and provider journey, spanning initial engagement through a complete, actionable order. This leadership role drives improvements across clinical, commercial and operational teams while influencing senior leaders.

The role requires coordinating with Journey Directors, Healthcare operations and Technology to align priorities, investments and

Qualifikationen

• Bachelor's degree or equivalent relevant experience in customer experience, business, marketing, healthcare administration, human-centered design, project or program management, or a related field.
• Eight or more years of experience in customer experience, service design, consulting, product management, healthcare operations, journey management, enterprise process improvement or a related discipline.
• Demonstrated experience owning a customer journey or value-stream strategy, roadmap and improvement portfolio.
• Experience leading strategic transformation, customer journey management or enterprise process improvement programs across multiple functions.
• Demonstrated ability to influence senior leaders, align stakeholders and drive decisions and outcomes without direct authority.
• Demonstrated ability to translate customer and business needs into clear requirements, user stories, workflow or process changes, acceptance criteria and implementation actions.
• Strong business judgment, prioritization, written and verbal communication, facilitation, change-management and organizational skills, with the ability to manage multiple priorities and complex dependencies.

Aufgaben

• Own the Engage & Initiate value-stream strategy, roadmap and improvement portfolio, beginning with initial patient or provider engagement and ending when an order is complete and actionable.
• Partner with the patient and provider Journey Directors to align the value-stream roadmap with end-to-end journey strategies, priorities and intended outcomes.
• Prioritize initiatives across provider onboarding, education, consent, test requisition forms, required order documentation, financial access, ordering workflows and early-order support based on customer need, operational performance, business outcomes, risk, dependencies and available capacity.
• Serve as the business owner for customer experience requirements and improvements; gather and translate patient, provider and business needs into business requirements, user stories, workflow or process changes and acceptance criteria with Technology, digital product and functional partners.
• Drive cross-functional alignment on value-stream priorities, investments, sequencing, decisions, ownership and handoffs across Commercial, Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology and Marketing.
• Partner with the CX Research & Measurement Lead to establish value-stream success measures, use customer research, Voice of Customer feedback and operational data to identify opportunities, and monitor progress toward strategic outcomes.
• Lead improvement initiatives from discovery through implementation, adoption and post-launch evaluation; manage workplans, dependencies, risks, decisions, deadlines, change impacts and implementation readiness.
• Represent the Engage & Initiate value stream in planning, prioritization and governance discussions and present recommendations, tradeoffs, risks and progress to CX and senior leaders.
• Monitor initiative performance and customer outcomes, identify issues early and adjust or elevate the roadmap when delivery, experience or business goals are at risk.
• Work within clinical, legal, compliance, privacy, commercial and operational boundaries; functional teams retain their respective clinical, commercial, operational and system decision-making and execution authority.
• Perform other job-related duties as assigned and follow Baylor Genetics policies, procedures and applicable regulatory requirements.

Ausbildung

Bachelor's degree

Jobbeschreibung

Baylor Genetics is seeking a Manager, Customer Experience Engage & Initiate to own the strategy, roadmap and improvement portfolio for the early patient and provider journey, spanning initial engagement through a complete, actionable order. This leadership role drives improvements across clinical, commercial and operational teams while influencing senior leaders.

The role requires coordinating with Journey Directors, Healthcare operations and Technology to align priorities, investments and