Oncology CX & Patient Experience Director

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

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.