Director, Oncology CX Operations

Hologic, Inc.; San Diego, Northern (CA, KY); Hybrid; USD 151.000 - 269.000; Vollzeit

Zusammenfassung

Hologic, Inc. seeks a Director of Customer Experience to elevate satisfaction across Client Services, Patient Services, and Customer Success.

This on-site role in San Diego leads a cross-functional team, shaping strategy and ensuring exceptional physician and patient interactions. You will drive process improvements, mentor leaders, and implement AI-driven enhancements to deliver seamless experiences while aligning CX goals with revenue and cost efficiency.

Qualifikationen

• Bachelor’s degree required.
• At least 5 years in medical customer service leadership and 10 years in the trenches of medical customer service.
• Strong understanding of HIPAA, PHI, and related processes (pre-authorizations, insurance claims, appeals).
• Experience with CRM systems (preferably Salesforce) and LIS; ability to wrangle large data sets into insights.
• Proven track record building and leading teams, creating processes, and driving technology enhancements.

Aufgaben

• Advocate for stellar service standards across Client Services, Patient Services, and Clinical Review.
• Collaborate with Sales, Marketing, IT, Billing, Lab Operations to create seamless experiences for physicians and patients.
• Set vision, strategy, and long-term objectives for the teams and ensure attainment.
• Mentor and elevate team members to foster growth and peak performance.
• Design workflows and SOPs to ensure fast, effective responses and exceed expectations.
• Track KPIs such as TAT, cancellations, turnover, attendance, and throughput to drive improvement.
• Lead creation and maintenance of Customer Experience SOPs and enable team readiness.
• Bring innovative approaches, including AI, to optimize external interactions and service offerings.
• Align customer experience strategies with business goals to drive revenue and cost efficiency.

Kenntnisse

Team leadership

Customer service

Data analysis

CRM (Salesforce)

HIPAA/PHI knowledge

Quality improvement

Oncology experience

Ausbildung

Bachelor’s degree

Tools

Salesforce

LIS

Jobbeschreibung

Hologic, Inc. seeks a Director of Customer Experience to elevate satisfaction across Client Services, Patient Services, and Customer Success.

This on-site role in San Diego leads a cross-functional team, shaping strategy and ensuring exceptional physician and patient interactions. You will drive process improvements, mentor leaders, and implement AI-driven enhancements to deliver seamless experiences while aligning CX goals with revenue and cost efficiency.