Director, Oncology Customer Experience Operations

Hologic, Inc.; San Diego (CA); On-site; USD 151,000 - 269,000; Full time

Benefits offered by this job

Training and development

Collaborative culture

Impactful work

Job summary

Hologic, Inc. seeks a Director of Customer Experience to lead Client Services, Patient Services, and Customer Success in a fully onsite role in San Diego, CA. You will champion the voice of clinicians and patients to sharpen strategies and service offerings.

You’ll set vision, mentor teams, and design workflows to ensure fast, effective responses. You will partner with Sales, IT, Billing, and Lab Operations to deliver seamless experiences and drive continuous improvement.

Qualifications

• Bachelor's degree in a relevant field.
• 5+ years in medical customer service leadership and 10+ years in the field total.
• Strong knowledge of HIPAA, PHI, and related processes.
• Superuser in CRM (Salesforce) and LIS with data-driven insights.

Responsibilities

• Lead Client Services, Patient Services, and Clinical Review to elevate customer satisfaction.
• Collaborate with Sales, Marketing, IT, Billing, and Lab Operations to create seamless experiences.
• Set vision and objectives for teams; mentor and develop staff for peak performance.
• Design workflows and measure KPI like TAT, cancellations, and throughput.
• Maintain Customer Experience SOPs and drive continuous improvement.
• Introduce innovations including AI to optimize external interactions.
• Align CX strategies with business goals to improve revenue and cost efficiency.

Skills

Medical leadership

HIPAA knowledge

Team leadership

Data analysis

Oncology experience

Education

Bachelor's degree

Tools

Salesforce

LIS

Job description

Are you a highly engaged and motivated leader who will elevate customer satisfaction, transforming everyday interactions into extraordinary customer experiences?

We're looking for a driven and results oriented Director of Customer Experience to lead our dynamic teams, including Client Services, Patient Services, and Customer Success. You'll be the champion of both our healthcare professional and patient interfaces, reflecting their voices back to the leadership team to sharpen our strategies and services.

This is a fully onsite role in San Diego, CA.

What You'll Do:

• 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.

Must-Have Skills:

• A Bachelor's degree in a relevant field.
• At least 5 years in medical customer service leadership and 10 years in the trenches of medical customer service.
• A deep understanding of HIPAA, PHI, and the nuts and bolts of medical customer interactions like pre-authorizations, insurance claims, and appeals.
• Superuser abilities with CRM (preferably Salesforce) and LIS, coupled with a knack for wrangling large data sets into actionable insights.
• A track record of building and leading teams, crafting processes, and implementing technology enhancements.
• A high-speed, agile approach to a fast-paced, deadline-driven work environment—flexibility, resourcefulness, and efficiency are your strengths.
• Oncology experience, especially in CLIA or CAP-accredited laboratory setting is a big plus

Why You'll Love It Here:

• You’ll be at the heart of a team that values bold ideas and is passionate about making a real difference in people’s lives.
• We foster a culture of low attrition and high satisfaction, making sure our team not only sticks around but thrives.
• Opportunity to work in a forward-thinking environment that blends professional rigor with a lively, collaborative spirit.

Think you’re up for the challenge? Join us in shaping a customer experience that’s as delightful as it is effective. Your mission, should you choose to accept it, is not just to lead, but to inspire, innovate, and drive change for the better. Let's make something great together!

The annualized base salary range for this role is $151,200 to $268,800 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs, and market demand.

Why Hologic?

We are committed to making Hologic the company where top talent comes to grow. For you to succeed, we want to enable you with the tools and knowledge required and so we provide comprehensive training when you join as well as continued development and training throughout your career.

#LI-RF1 #Director-level

Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.