Director, Oncology Customer Experience Operations

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

Job summary

Hologic, Inc. in San Diego, CA is seeking a Director of Customer Experience to lead Client Services, Patient Services and Customer Success, uniting physician and patient voices to sharpen strategy and service.

You will set vision, mentor teams, design workflows, track KPIs like TAT, and drive AI-enabled improvements to enhance satisfaction, efficiency and revenue. The role is fully onsite with compensation aligned to experience and market demand.

Qualifications

• Bachelor’s degree in a relevant field.
• 5+ years in medical customer service leadership and 10+ years in medical customer service.
• Strong HIPAA/PHI understanding and experience with pre-authorizations, insurance claims, and appeals.
• CRM (Salesforce) and LIS superuser with data analysis skills.
• Experience building and leading teams and implementing tech enhancements in healthcare.

Responsibilities

• Advocate for stellar service standards across Client Services, Patient Services and Clinical Review.
• Collaborate with Sales, Marketing, IT, Billing, Lab Ops to stitch seamless experiences for physicians and patients.
• Set vision, strategic direction, and objectives for the teams.
• Inspire and mentor teams to achieve growth and peak performance.
• Design workflows for fast, effective responses exceeding expectations.
• Track KPIs (TAT, cancellations, turnover, attendance, throughput) to drive improvement.
• Oversee creation/maintenance of CX SOPs and team readiness.
• Introduce AI-driven enhancements to optimize interactions.
• Lead CX strategy alignment with business goals for revenue and cost efficiency.

Skills

Leadership

Data analysis

HIPAA knowledge

Project management

Communication

Education

Bachelor’s degree in a relevant field

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.

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