Director, Oncology Customer Experience

Are you a highly engaged and motivated leader who will elevate customer satisfaction transforming everyday interactions into extraordinary customer experiences

Were looking for a driven and results oriented Director of Customer Experience to lead our dynamic teams including Client Services Patient Services and Clinical Review. Youll 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 Youll 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 Bachelors 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 environmentflexibility resourcefulness and efficiency are your strengths.
• Oncology experience especially in CLIA or CAP-accredited laboratory setting is a big plus

Why Youll Love It Here:

• Youll be at the heart of a team that values bold ideas and is passionate about making a real difference in peoples 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 youre up for the challenge Join us in shaping a customer experience thats 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. Lets make something great together!

The annualized base salary range for this role is $151200 to $268800 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.

If you have the right skills and experienceapply today!

#LI-RF1 #Director-level

Agency and Third Party Recruiter Notice:

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource addition Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

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