Remote Director of Patient Experience & Journey Strategy

Baylor Miraca Genetics Laboratories LLC; United States; Remote; USD 150,000 - 190,000; Full time

Job summary

Baylor Miraca Genetics Laboratories LLC is seeking the Director of Customer Experience, Patient Journey, to lead an end-to-end patient experience strategy across Engage & Initiate, Order to Result and Post-Test Support & Billing value streams. You will synthesize patient research, VOC feedback and data to drive prioritized improvements and measurable outcomes.

You will partner with CX leaders to align initiatives, guide cross-functional teams, and ensure patient-facing workflows meet business

Qualifications

• Bachelor's degree or equivalent relevant experience in customer experience, business, marketing, healthcare administration, human-centered design or a related field.
• Eight or more years of experience in customer experience, journey management, service design, product or program management, or a related discipline.
• At least three years of experience leading complex cross-functional initiatives with multiple stakeholders, dependencies and competing priorities.
• Demonstrated ability to develop an end-to-end journey strategy, establish priorities and manage an improvement roadmap using customer and operational evidence.
• Strong communication, stakeholder influence, facilitation and change-management skills, including the ability to lead through influence without direct authority.
• Ability to translate patient needs and journey evidence into clear customer problems, intended outcomes, business requirements and recommendations for action.

Responsibilities

• Own the end-to-end patient experience strategy, priorities, outcomes and improvement roadmap across the Engage & Initiate, Order to Result and Post-Test Support & Billing value streams.
• Develop a clear view of patient needs, pain points and moments that matter by partnering with the CX Research & Measurement Lead to use patient research, voice-of-customer feedback, complaints and operational data.
• Translate evidence into patient journey priorities, defined customer problems, intended outcomes, success measures and recommendations for action.
• Partner with the three Customer Experience Managers to translate patient journey priorities into coordinated initiatives, resolve cross-value-stream questions and keep work aligned to the end-to-end patient experience.
• Lead cross-functional alignment across Commercial, Client Services, Clinical Support, RCM, laboratory operations, Technology, Marketing and other partners responsible for patient-facing workflows.
• Provide patient research, measurement and experience insights that can help Commercial improve sales engagement; Commercial retains ownership of growth strategy, account engagement and sales execution.
• Identify and address experience gaps and handoff risks across patient onboarding, pre-test support, consent, TRFs, financial access, ordering, prior authorization, sample and testing workflows, reports, billing and post-test support.
• Prioritize the patient experience improvement portfolio based on customer need, business impact, risk, dependencies, available evidence and organizational capacity.
• Review journey measures and initiative outcomes with the CX Research & Measurement Lead and functional partners; recommend roadmap adjustments when evidence shows that patient needs or intended outcomes are not being met.
• Communicate patient journey priorities, decisions, risks and progress clearly to CX leadership, senior leaders and cross-functional stakeholders, and accelerate unresolved tradeoffs when needed.
• Work within clinical, legal, compliance, privacy and operational boundaries; functional teams retain clinical and operational decision-making and execution authority.

Skills

Customer experience

Journey management

Service design

Product/Program management

Change management

Education

Bachelor's degree or equivalent in related field

Job description

Baylor Miraca Genetics Laboratories LLC is seeking the Director of Customer Experience, Patient Journey, to lead an end-to-end patient experience strategy across Engage & Initiate, Order to Result and Post-Test Support & Billing value streams. You will synthesize patient research, VOC feedback and data to drive prioritized improvements and measurable outcomes.

You will partner with CX leaders to align initiatives, guide cross-functional teams, and ensure patient-facing workflows meet business