Manager, Customer Experience – Order to Result

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 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 Order to Result value-stream strategy, roadmap and improvement portfolio • Align the value-stream roadmap with end-to-end patient and provider journey strategies • Prioritize initiatives across prior authorization, financial holds, kit fulfillment, sample collection and shipment, laboratory receipt, sample issues, testing status, turnaround-time communication and result finalization • Serve as business owner for customer experience requirements and improvements • Translate patient, provider and business needs into business requirements, user stories, workflow or process changes and acceptance criteria • Drive cross-functional alignment on priorities, investments, sequencing, decisions, ownership and handoffs • Establish value-stream success measures and use customer research, Voice of Customer feedback and operational data to identify opportunities • Lead improvement initiatives from discovery through implementation, adoption and post-launch evaluation • Manage workplans, dependencies, risks, decisions, deadlines, change impacts and implementation readiness • Represent the value stream in planning, prioritization and governance discussions • Present recommendations, tradeoffs, risks and progress to CX and senior leaders • Monitor initiative performance and customer outcomes; adjust or escalate the roadmap when goals are at risk • Work within clinical, legal, compliance, privacy and operational boundaries • Perform other job-related duties as assigned

🎯 Requirements

• Bachelor's degree or equivalent relevant experience in customer experience, business, marketing, healthcare administration, human-centered design, project or program management, or a related field • Eight or more years of experience in customer experience, service design, consulting, product management, healthcare operations, journey management, enterprise process improvement or a related discipline • Demonstrated experience owning a customer journey or value-stream strategy, roadmap and improvement portfolio • Experience leading strategic transformation, customer journey management or enterprise process improvement programs across multiple functions • Ability to influence senior leaders, align stakeholders and drive decisions and outcomes without direct authority • Ability to translate customer and business needs into business requirements, user stories, workflow or process changes, acceptance criteria and implementation actions • Strong business judgment, prioritization, written and verbal communication, facilitation, change-management and organizational skills • Ability to manage multiple priorities and complex dependencies • Experience in clinical care, diagnostics, laboratory operations or another highly regulated, detail-intensive environment preferred • Experience delivering complex work under tight deadlines in partnership with project or program managers preferred • Experience partnering with Technology or digital product teams preferred • Experience with patient-facing or provider-facing healthcare workflows preferred • Must follow Baylor Genetics policies, procedures and applicable regulatory requirements

🏖️ Benefits

• Equal opportunity employer committed to an inclusive and diverse workforce • Standard remote or office work environment • Remote work arrangement