Director of Patient Experience

Director of Patient Experience

Requirements

• Strong leadership and people management skills, with the ability to inspire and motivate a team.
• Strong customer support and emotional intelligence qualities with the ability to understand the patient’s needs and be a trusted patient advocate.
• Ownership of operations of a high volume contact center.
• Extensive knowledge around support delivery and reporting using multiple communication channels.
• A data-driven mindset with strong analytical skills, identifying trends and driving process improvement.
• Strong knowledge of customer satisfaction metrics and best-practices in customer service delivery.
• Ability to prioritize initiatives based on impact.
• Ability to work collaboratively across departments and influence positive change.
• English fluency; Excellent verbal and written skills, listening, including grammar, spelling, and punctuation.
• The ability to be on time to a Montreal based office, local presence required and within a reasonable commuting distance.

Responsibilities

• Lead and drive a patient-centric/patient-obsessed culture that prioritises empathy, responsiveness and patient satisfaction within team and across the organization.
• Lead all Patient Experience Operations, implementing, monitoring and evaluating the effectiveness of patient experience initiatives, adjusting strategies as needed.
• Utilize data analytics and patient feedback to identify trends and drive initiatives that improve patient experience scores and overall satisfaction.
• Develop and implement quality assurance processes to maintain high standards of service.
• Identify and mitigate risks related to patient communication/urgent escalations, service delivery, and care coordination. Address and resolve any patient complaints or service issues in a timely manner.
• Collaborate with leadership and other departments to propose and implement product or process improvements which will fix root causes of patient frustrations.
• Lead efforts to integrate technology and digital solutions that increase team productivity, enhance patient support interactions and access to care.
• Stay abreast of the AI landscape and lead efforts to integrate AI technology and strategies to improve operational efficiency and team productivity, as well as enhance the patient experience.
• Lead, mentor and develop a high-performing team of Patient Care Advocates, Managers and Senior leaders, ensuring they have the skills, training and support needed to succeed.
• Set clear team KPIs and performance goals aligned with company objectives, while establishing processes for consistent training, performance reviews, coaching, feedback, and career growth within the Patient Experience function.
• Implement tools and processes to measure, optimize and reward agent performance using metrics including response time, time to resolution, NPS and CSAT.
• Plan and manage team headcount to ensure adequate coverage and scalability to support patient volume, factoring in company growth.
• Ensure Patient Experience teams/individuals adhere to all healthcare regulations, including HIPAA, PHO, PCI, and that patient information is handled with the highest standards of privacy and security.
• Oversee the creation of patient education materials, resources, and programs that help patients better understand their care options, rights, and responsibilities and create resources to enable self-service in order to deflect tickets.

Preferred Qualifications

• Bachelor’s degree in finance or STEM related field (Master’s preferred).
• Experience living in the US or using the US healthcare system.
• Success in a high-growth or startup environment.
• Proven track record with other startups or VC-funded companies.