Remote: Head of Patient Experience & Journey

Baylor Genetics; United States; Remote; USD 150.000 - 190.000; Vollzeit

Zusammenfassung

Baylor Genetics is seeking a Director of Customer Experience, Patient Journey to lead the end-to-end patient experience strategy across Engage & Initiate, Order to Result and Post-Test Support & Billing value streams. You will use patient research and feedback to identify needs and measure improvements.

The role requires guiding cross-functional teams, translating evidence into priorities and delivering measurable outcomes while operating within clinical, legal and privacy boundaries.

Qualifikationen

• Eight or more years of experience in customer experience, journey management, service design, product or program management.
• 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.
• Sound judgment in balancing customer need, business impact, risk, evidence and functional ownership while maintaining end-to-end journey accountability.

Aufgaben

• 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.

Kenntnisse

Customer experience

Journey management

Service design

Program management

Cross-functional leadership

Stakeholder influence

Change management

Communication skills

Ausbildung

Bachelor's degree

Jobbeschreibung

Baylor Genetics is seeking a Director of Customer Experience, Patient Journey to lead the end-to-end patient experience strategy across Engage & Initiate, Order to Result and Post-Test Support & Billing value streams. You will use patient research and feedback to identify needs and measure improvements.

The role requires guiding cross-functional teams, translating evidence into priorities and delivering measurable outcomes while operating within clinical, legal and privacy boundaries.