Director, Patient Experience

🔥 1 minute ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 15%

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Bios Life

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11 - 50 employees

🏥 Healthcare

🧘 Wellness

Healthcare • Wellness

Bios Life is a company identified only by its name and a large HTML/CSS dump of a website (font and layout code and repeated placeholder content). The available material does not include clear information about products, services, customers, business model, or market. No explicit claims about biotechnology, medical services, supplements, or wellness offerings are present in the provided text. Based on the company name alone, it may plausibly be associated with life sciences, health, or wellness, but that is not confirmed by the provided content. This description is intentionally conservative and limited to the provided data.

📋 Description

• Own the end-to-end patient experience across Screening and Survivorship service lines • Map and continuously improve patient journeys across digital, clinical, operational, and human touchpoints • Define experience standards and identify friction, gaps, inconsistencies, and differentiation opportunities • Partner with Product, Technology, Clinical, Care, Commercial, Marketing, and Operations teams • Build operating mechanisms, scalable processes, standards, accountability, and commercial excellence capabilities • Establish KPIs, feedback mechanisms, dashboards, and reporting for experience quality and service delivery • Analyze patient feedback and operational data, identify root causes, and translate insights into improvement initiatives • Create closed-loop processes for capturing, escalating, resolving, and learning from patient experience issues • Develop the foundation for a scalable Patient Experience capability and future organizational structure • Recruit and develop a team as the portfolio of patient experiences becomes more complex

🎯 Requirements

• Significant experience in patient experience, consumer experience, commercial operations, commercial excellence, service design, healthcare operations, or a related discipline • Experience in a consumer-oriented healthcare, digital health, healthcare services, or similarly high-touch service environment • Demonstrated ability to map and improve complex customer or patient journeys spanning both digital products and human-delivered services • Strong understanding of operational processes, clinical workflows, technology, communication, and service delivery • Experience establishing service standards, KPIs, dashboards, feedback mechanisms, and continuous improvement processes • Strong analytical skills with the ability to turn patient feedback and operational data into actionable insights • Excellent cross-functional leadership skills and ability to influence teams without necessarily having direct authority • Ability to partner effectively with clinical professionals while maintaining a consumer and commercial perspective • Experience building new processes, capabilities, or functions in an evolving organization • Comfort operating in an early-stage, fast-moving environment requiring strategic thinking and hands-on execution • Exceptional communication, judgment, curiosity, and problem-solving skills

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