Director, Oncology Customer Experience

We're looking for a driven and results-oriented Director of Customer Experience to lead our dynamic teams, including Client Services, Patient Services, and Clinical Review. You'll champion both our healthcare professional and patient interfaces, reflecting their voices back to the leadership team to sharpen our strategies and services. This is a fully onsite role in San Diego, CA.

Responsibilities

• Advocate relentlessly for stellar service standards for Client Services, Patient Services, and Clinical Review.
• Collaborate with Sales, Marketing, IT, Billing, Lab Operations, and more to create seamless experiences for physicians and patients.
• Set vision, strategic direction, expectations, annual and long-term objectives for the Client Services, Patient Services, and Clinical Review Teams.
• Inspire, mentor, and elevate team members, fostering an environment of growth, collaboration, and peak performance.
• Design and refine workflows to ensure quick, effective responses that exceed customer and internal expectations.
• Establish and track Key Performance Indicators (KPIs) such as Turn Around Time (TAT), cancellations, turnover, attendance, and department throughput.
• Oversee the creation and maintenance of all Customer Experience SOPs and ensure your team is equipped and informed.
• Bring innovation, including AI, to optimize external customer and patient interactions and upgrade service offerings.
• Serve as the pivotal business lead, aligning customer experience strategies with business goals for revenue improvement and cost efficiency.

Requirements

• A Bachelor’s degree in a relevant field.
• At least 5 years in medical customer service leadership and 10 years in medical customer service.
• Deep understanding of HIPAA, PHI, and medical customer interactions like pre-authorizations, insurance claims, and appeals.
• Proficiency with CRM (preferably Salesforce) and LIS, with a knack for wrangling large data sets into actionable insights.
• Track record of building and leading teams, crafting processes, and implementing technology enhancements.
• High-speed, agile approach to a fast-paced, deadline-driven work environment—flexibility, resourcefulness, and efficiency are key.
• Oncology experience, especially in a CLIA or CAP-accredited laboratory setting, is a plus.

Benefits

• Opportunity to work at the heart of a team that values bold ideas and passionate about making a real difference in people’s lives.
• Culture of low attrition and high satisfaction, ensuring team members thrive.
• Forward-thinking environment blending professional rigor with a lively, collaborative spirit.
• Comprehensive training upon joining and continued development throughout your career.

Pay

The annualized base salary range for this role is $151,200 to $268,800 and is bonus eligible. Final compensation packages will depend on factors including relevant experience, skillset, knowledge, geography, education, business needs, and market demand.