Vice President of Customer Experience

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Rectangle Health

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1993

⚕️ Healthcare Insurance

☁️ SaaS

💳 Fintech

💰 Private Equity Round on 2021-11

Healthcare Insurance • SaaS • Fintech

Rectangle Health is a company that provides practice management solutions for healthcare organizations. It specializes in patient engagement, healthcare payment solutions, compliance, and technology integration. Rectangle Health's platform, Practice Management Bridge, helps healthcare providers streamline operations, enhance patient experiences, and improve financial outcomes. The company offers a range of services including revenue cycle management, payment processing, and compliance solutions designed specifically for dental, orthopedic, physical therapy, vision, fertility, chiropractic, and other healthcare specialties. Rectangle Health is committed to helping healthcare organizations manage, modernize, and grow their practices through their innovative technology solutions.

📋 Description

• Hire and train all customer care and concierge team members to provide world class service. • Lead execution of the end-to-end post-sale customer experience strategy in partnership with the COO. • Own and scale all customer-facing support functions, including Customer Care, Concierge, Technical Support, QA/Training, and Retention. • Establish and enforce the CX operating model, including SLAs, escalation frameworks, and service standards. • Serve as a cross-functional partner, promoting a customer-centric approach across Sales, Product, Operations, and vendor interactions. • Drive customer retention strategy, including SMB-focused initiatives, proactive outreach, and lifecycle engagement programs. • Own the customer communication strategy across support functions to strengthen loyalty, transparency, and retention. • Define, track, and ensure accountability for core CX KPIs, including retention, CSAT (≥90%), NPS (≥40), response/resolution time, and cost-to-serve. • Lead data-driven improvements and operational efficiency, including CRM and telephony optimization, automation, and service scalability. • Drive the future-state service model, including multi-channel support, knowledge management, workforce planning, and proactive engagement strategies. • Own budgeting, capacity planning, and cost management for the CX organization. • Act as the voice of the customer, influencing cross-functional priorities and product improvements. • Build and lead a strong CX leadership team, fostering accountability, performance, and a customer-first culture. • Provide regular updates on CX performance, risks, and initiatives in alignment with COO priorities. • Lead a team of 4-6 direct reports, with responsibility for scaling multi-layer organization over time.

🎯 Requirements

• Bachelor’s degree in a related field or equivalent professional experience. • 10–15+ years leading customer experience or support organizations. • 10–15+ years leading multi-layer teams, including Directors or equivalent leaders. • Proven ability to scale customer-facing operations across multiple channels and customer segments in B2B environments. • Deep familiarity with multi-channel support models, including chat and digital channels. • Expertise in establishing and managing service level agreements (SLAs). • Proven track record driving customer retention and reducing churn through proactive and reactive strategies. • Strong leadership and communication skills with the ability to influence cross-functional. • Demonstrated ability to operate in a fast-paced, evolving environment and adjust priorities as needed. • Track record of delivering high-quality customer service and improving customer satisfaction. • Experience managing both onsite and remote support. • Ability to lead teams with varied skillsets and levels of experience. • Ability to present effectively to senior leadership. • Ability to travel (~5-10%), typically 2-3 days every other month.

🏖️ Benefits

• Competitive Medical Health Plans, Low, Mid, High. • Employer Paid Low Medical Plan for Employee & Dependents (HSA Eligible) • Employer Paid Dental & Vision for Employee • Employer Paid Life Insurance for Employee • Employer Paid Long-term Disability for Employee • Employer Paid Hospital Confinement for Employee ~ (If enrolled in Medical) • + Voluntary Supplemental Insurance Coverage Options • 15 days PTO & 7 Sick Days Annually • 10 Fixed Paid Holidays Off Annually • 401(k) Matching up to 3%