Director of Customer Experience

Director Of Customer Experience

The Director of Customer Experience will be responsible for the creation, management, production, and support of the Customer Experience program including the Client Services Team (HCP-facing), Patient Services Team (Patient facing), and Patient Navigation Team (both HCP and Patient facing). This professional will communicate and implement organizational directives to the Customer Experience Teams, and represent the interests of HCPs and Patients back to the executive team.

The Director will also manage and coordinate efforts between all Customer Experience teams and Genescopy's internal/external stakeholders to ensure continuity in processes, communication, and overall satisfaction. With support from multidisciplinary leadership, this role will optimize processes, oversee internal staff and external consultants, work on various cross-departmental projects, and act as an escalation point for issues impacting customers and patients as necessary.

Responsibilities

• Manage and develop the Customer Experience team, including hiring, performance management, training, and development.
• Advocate for quality of service across the entire company.
• Collaborate and work closely with IT and Software, Billing, Sales, Marketing, Lab, Customer Service, physicians, and patients.
• Lead and motivate team members, foster professional development and growth, and promote teamwork and cooperation.
• Monitor workflows to ensure timely and effective responses that meet customer expectations and internal service goals and objectives.
• Establish Key Performance Indicators (KPIs)_ for all Customer Experience team members
• Monitor Customer Experience KPIs quarterly to assess the efficiency and effectiveness of all team members
• Monitor and evaluate department performance against metrics on an ongoing basis.
• Ensure employees have appropriate training and necessary resources to perform all duties.
• Maintain oversight of all Customer Experience team members and their workloads:
• Ensure workload is distributed fairly amongst the team.
• Ensure associates prioritize their work according to business needs and follow up on their orders appropriately and in a timely manner.
• Ensure associates are responsive to requests from their customers.
• Manage and maintain all Customer Experience standard operating procedures (SOPs).
• Work closely with Sales Operations to optimize CRM functionality including design, layout, and reports.
• Manage and continually optimize external customer experience.
• Build Customer Experience reports at an appropriate cadence to identify issues and work with associates to find a resolution.
• Interface with the Sales Team as needed to support field-level activities.
• Improve the Client Services team efficiency by partnering with IT and Software teams.
• Consistent adherence to Standard Operating Procedures (SOPs) for call management, case management, and error rates.
• Develop and execute a Quality Assurance and Training department for Customer Support leading to higher efficiency and decreased time to productivity for new employees.
• Implement a Customer Complaint Management System (CCMS) including an escalation protocol allowing the Company to identify potential operational issues impacting customers quickly.
• Implement incident response protocols to ensure proactive and consistent customer communication.
• Cultivate a strong Customer Support culture leading to low attrition and high levels of employee satisfaction
• Act as the Business Lead for the Customer Experience Team
• Manage the Customer Experience team, focusing on revenue improvement and cost containment.
• Work with IT to manage Electronic Health Record (EHR) integrations with customers resulting in a more seamless interface and increased customer order volume.
• Other duties as assigned.
  
  

Education Requirements

• Bachelor's Degree required.
  
  

Qualifications

• Possess expert proficiency with CRM and LIMs software.
• Salesforce.com CRM experience is greatly preferred
• Possess advanced skills in spreadsheets, databases, and interpreting large amounts of data.
• Exemplify experience in building teams, processes, technology enhancements, and policies from the ground up.
• Must have:
• 5 or more years of medical customer service leadership experience.
• 10 or more years of medical customer service skills.
• Strong HIPAA and PHI background.
• Experience in pre-authorizations, insurance benefits, claims, and appeals.
• Exemplify the ability to multitask and thrive in an agile, fast-paced, deadline-driven environment while remaining flexible, proactive, resourceful, and efficient.
• Possess proficient verbal and written communication skills, while willing to share and receive information and ideas from all levels of the organization to achieve the desired results.
• Possess high ethics and conduct business in the most professional manner.
• Seek inclusiveness and collaboration but step up to responsibility, make tough decisions, and be accountable for those decisions.
• Act as a results-oriented team player with strong interpersonal and communication skills, capable of working collaboratively with colleagues.
• Preferred Additional Experience:
• Possessing experience utilizing Salesforce software.
  

NOTE

Travel to St. Louis, MO will be required for commercial leadership meetings and on an "as-needed" basis.

SCHEDULE

This is a salaried position, requiring at least 40 hours per week. There may be projects that require activities beyond the standard hours.

Compensation & Benefits

• Base salary range: annually determined based on the candidate's experience, knowledge, and abilities.
• Bonus: discretionary annual bonus based on a percentage of the employee's base salary
• Benefits: health, vision, dental, life insurance, 401k (with employer match), and paid time off.
  
  

Additional Information

Geneoscopy's Core Values

Ability To Embody Geneoscopy's Beliefs, Philosophies, And Principles

• Integrity - we do the right thing through our words, actions, and behaviors
• Courage - step up, speak up, stand out
• Agility - think and act fast, embracing change
• Passion - for our customers, our people, our work, and for excellence
• Collaboration - our differences are assets
  
  

Physical Demands

• Employees may be required to lift routine office supplies and use standard office equipment.
• Must possess the ability to sit and/or stand for long periods.
• Must possess the ability to perform repetitive motion.
  
  

By completing this online employment application, you certify that the information on this application is true and complete to the best of your knowledge. You understand that any misrepresentation or omission of fact in response to any inquiry made in this application may result in the rejection of the application or if hired, dismissal whenever it is discovered. You authorize and release all parties from any liability or damage that may result from seeking, furnishing, or using such information. You understand and agree that, if hired, your employment is for no definite period and may, regardless of the date of payment of compensation, be terminated by Geneoscopy at any time, for any or no reason, with or without notice. You understand that no representation to the contrary is valid unless in writing, setting a definite term of employment, and signed by the company's CEO. You further understand and agree that any job offer is contingent upon your passing, to the company's satisfaction, a criminal background check, reference checks, and other possible screenings. You understand that this application is active for 90 days only, and if you do not hear from the company but still wish to be considered for employment after 90 days, you will need to fill out a new application.