Director, Customer Experience – Patient Journey

Job not on LinkedIn

🔥 32 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Baylor Genetics

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1978

🏥 Healthcare

💼 Consulting

🍽️ Food & Beverage

Healthcare • Consulting • Food & Beverage

Baylor Genetics is a clinical genomics and precision diagnostics laboratory affiliated with Baylor College of Medicine that provides comprehensive genetic testing and interpretation services. The company offers whole genome and whole exome sequencing, chromosomal microarray analysis, mitochondrial testing, pharmacogenomics, and specialized assays, along with genetic counseling, provider support, and insurance/payment resources. Baylor Genetics supports healthcare providers, researchers, and families with AI-enhanced interpretation, multimodal data integration, and end-to-end clinical and laboratory services.

📋 Description

• 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 • Use patient research, voice-of-customer feedback, complaints and operational data to identify patient needs, pain points and moments that matter • Translate evidence into patient journey priorities, defined customer problems, intended outcomes, success measures and recommendations for action • Partner with Customer Experience Managers to translate priorities into coordinated initiatives and resolve cross-value-stream questions • Lead cross-functional alignment across Commercial, Client Services, Clinical Support, RCM, laboratory operations, Technology, Marketing and other patient-facing workflow partners • Provide patient research, measurement and experience insights to support Commercial sales engagement while Commercial retains growth strategy and sales execution • Identify and address experience gaps and handoff risks across 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, evidence and organizational capacity • Review journey measures and initiative outcomes and recommend roadmap adjustments • Communicate priorities, decisions, risks and progress to CX leadership, senior leaders and cross-functional stakeholders • Escalate unresolved tradeoffs when needed • Work within clinical, legal, compliance, privacy and operational boundaries

🎯 Requirements

• 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 • 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 • Experience with patient-facing healthcare, diagnostic or laboratory workflows preferred • Experience with patient onboarding, ordering, consent, test requisition forms, prior authorization, reports, billing or post-test support preferred • Experience partnering with Technology or digital product teams to improve patient-facing workflows, tools or communications preferred • Experience using customer research, voice-of-customer feedback and operational data to prioritize and measure journey improvements preferred

🏖️ Benefits

• Remote work environment • Equal opportunity employer committed to an inclusive and diverse workforce