Director, Oncology Customer Experience Operations

Detail | Hologic Skip to main content Skip to main menu tabs for megamenu Skip to sitemap

Region

Choose region

North America Latin America EMEA APAC

Language

EN

Chinese, SimplifiedDutchEnglishFrenchGermanItalianJapanesePortuguese, PortugalPortuguese, BrazilSpanish

Search jobs

Director, Oncology Customer Experience Operations

San Diego, CA, United States

Join our talent community Share Apply

Are you a highly engaged and motivated leader who will elevate customer satisfaction, transforming everyday interactions into extraordinary customer experiences?

We're looking for a driven and results oriented Director of Customer Experience to lead our dynamic teams, including Client Services, Patient Services, and Customer Success. You'll be the champion of 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.

What You'll Do:

• Advocate relentlessly for stellar service standards for Client Services, Patient Services, and Clinical Review.
• Dive into collaborations with Sales, Marketing, IT, Billing, Lab Operations, and more, to stitch seamless experiences that resonate with both 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 your team members, fostering an environment of growth, collaboration, and peak performance.
• Design and refine workflows to ensure quick, effective responses that not only meet but exceed customer and internal expectations.
• Establish and track Key Performance Indicators (KPIs) such as Turn Around Time (TAT) at every step in customer and patient processes, cancellations, turnover, attendance and department throughput to gauge team success and drive continuous improvement.
• Oversee the creation and maintenance of all Customer Experience SOPs and ensure your team is equipped, informed, and ready to excel.
• Bring innovation, including AI, to the customer experience team to optimize external customer and patient interactions to upgrade our service offering.
• Serve as the pivotal business lead, aligning customer experience strategies with business goals for revenue improvement and cost efficiency.

Must-Have Skills:

• A Bachelor's degree in a relevant field.
• At least 5 years in medical customer service leadership and 10 years in the trenches of medical customer service.
• A deep understanding of HIPAA, PHI, and the nuts and bolts of medical customer interactions like pre-authorizations, insurance claims, and appeals.
• Superuser abilities with CRM (preferably Salesforce) and LIS, coupled with a knack for wrangling large data sets into actionable insights.
• A track record of building and leading teams, crafting processes, and implementing technology enhancements.
• A high-speed, agile approach to a fast-paced, deadline-driven work environment-flexibility, resourcefulness, and efficiency are your strengths.
• Oncology experience, especially in CLIA or CAP-accredited laboratory setting is a big plus

Why You'll Love It Here:

• You'll be at the heart of a team that values bold ideas and is passionate about making a real difference in people's lives.
• We foster a culture of low attrition and high satisfaction, making sure our team not only sticks around but thrives.
• Opportunity to work in a forward-thinking environment that blends professional rigor with a lively, collaborative spirit.

Think you're up for the challenge? Join us in shaping a customer experience that's as delightful as it is effective. Your mission, should you choose to accept it, is not just to lead, but to inspire, innovate, and drive change for the better. Let's make something great together!

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

Why Hologic?

We are committed to making Hologic the company where top talent comes to grow. For you to succeed, we want to enable you with the tools and knowledge required and so we provide comprehensive training when you join as well as continued development and training throughout your career.

If you have the right skills and experience, apply today!

#LI-RF1 #Director-level

Agency and Third Party Recruiter Notice:

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter. All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.

Apply now

Similar jobs

Quality Project Manager 4 Featured

San Diego, CA, United States, US, CA Employee

As a Quality Programs Manager 4, you will be a key leader responsible for ensuring regulatory compliance, driving continuous improvement, and embedding industry best practices across our Quality Management System (QMS). ...

View details

Product Security Engineer Featured

San Diego, CA, United States, US, CA Employee

Discover a career with real meaning. One that offers the opportunity to showcase your talents, achieve measurable success, and gain immense satisfaction by enabling healthier lives everywhere, every day. Our DevSecOps ...

View details

Marketing - Global Product Manager, Women's Health Featured

San Diego, CA, United States, US, CA Employee

Hologic's Women's Health diagnostics team works at the intersection of science, strategy, and real-world impact. Our focus: bringing innovative diagnostic assays to market that help laboratories and clinicians ...

View details

Quality Specialist - Product Complaint Investigation and Analysis Featured

San Diego, CA, United States, US, CA Employee

The Post-Market QA Specialist plays a key role in ensuring the safety, effectiveness, and regulatory compliance of Hologic's on-market molecular diagnostic products. The ideal candidate will independentlyhandle all ...

View details

Back to search result

• Hologic.com
• Products
• About
• Hiring Scam Warning

Region

Choose region

North America Latin America EMEA APAC

Region

Choose region

North America Latin America EMEA APAC

Contact

Privacy Policy

Terms & Conditions

Patent Info

2021 Hologic Ltd. All rights reserved.