[Hiring] Director, Patient Experience @BIOS Life

Role Description

Bios Life is seeking a Director, Patient Experience Lead to define, optimize, and continuously improve the end-to-end patient experience across our Screening and Survivorship service lines. This is a highly cross-functional role at the intersection of patient experience, commercial operations, healthcare delivery, and consumer experience.

• Own the end-to-end patient experience across Bios Life’s Screening and Survivorship service lines.
• Map the complete patient journey across digital, clinical, operational, and human touchpoints.
• Define what an exceptional Bios Life patient experience should look and feel like at each stage of the journey.
• Regularly pressure-test the patient journey to identify friction, gaps, inconsistencies, unnecessary complexity, and opportunities for differentiation.
• Ensure the experience is cohesive across both the technology-enabled product and human-delivered service components of Bios Life’s model.
• Champion the voice of the patient in decisions that affect the experience.

• Develop and continuously refine patient journey maps across service lines and channels.
• Identify critical moments that disproportionately influence patient trust, satisfaction, engagement, and retention.
• Partner with Product and Technology teams to ensure digital experiences support and enhance the broader patient journey.
• Partner with Clinical and Care Teams to ensure the human experience is consistent with Bios Life’s service standards and brand promise.
• Evaluate how new products, services, partnerships, and capabilities affect the overall patient experience before and after implementation.

• Build the operating mechanisms required to consistently deliver a differentiated patient experience at scale.
• Establish standards, processes, and accountability across teams responsible for different components of the patient journey.
• Identify operational breakdowns or handoff issues and work cross-functionally to resolve them.
• Develop scalable processes that maintain a high-touch consumer experience as patient volume and service offerings grow.
• Bring a commercial and consumer lens to experience decisions, balancing patient needs with operational scalability and business objectives.
• Help ensure the patient experience serves as a meaningful source of competitive differentiation for Bios Life.

• Establish the KPIs and feedback mechanisms used to measure patient experience and identify opportunities for improvement.
• Develop dashboards and reporting that provide visibility into experience quality, service delivery, patient feedback, and areas of friction.
• Analyze quantitative and qualitative patient feedback to identify trends and root causes.
• Translate insights into specific actions, owners, and improvement initiatives.
• Monitor whether changes are producing the intended results and continuously refine the experience based on data and feedback.
• Create a disciplined closed-loop process for capturing, escalating, resolving, and learning from patient experience issues.

• Partner closely with Care Teams to define, monitor, and continuously improve service and care experience standards.
• Create mechanisms for identifying inconsistencies in service delivery and addressing them quickly and constructively.
• Work closely with Clinical leadership to ensure experience improvements complement clinical quality and care standards.
• Partner with Product, Technology, Commercial, Marketing, and Operations to ensure teams understand how their work contributes to the overall patient experience.
• Serve as a connective leader across functions, ensuring that organizational boundaries are not visible to the patient.

• Develop the foundation for a scalable Patient Experience capability as Bios Life grows.
• Assess when patient volume, service complexity, or channel expansion warrants additional dedicated Patient Experience leadership.
• Help define the future organizational structure as the business evolves across Screening, Survivorship, Concierge, and Health System channels.
• Build processes and infrastructure that can support growth without sacrificing the personalized experience that differentiates Bios Life.
• Over time, recruit and develop a team capable of supporting an increasingly complex portfolio of patient experiences.

Qualifications

• Significant experience in patient experience, consumer experience, commercial operations, commercial excellence, service design, healthcare operations, or a related discipline.
• Experience in a consumer-oriented healthcare, digital health, healthcare services, or similarly high-touch service environment.
• Demonstrated ability to map and improve complex customer or patient journeys spanning both digital products and human-delivered services.
• Strong understanding of how operational processes, clinical workflows, technology, communication, and service delivery collectively shape the patient experience.
• A highly developed consumer mindset and the ability to view organizational decisions through the eyes of the patient.
• Experience establishing service standards, KPIs, dashboards, feedback mechanisms, and continuous improvement processes.
• Strong analytical skills with the ability to turn patient feedback and operational data into actionable insights.
• Excellent cross-functional leadership skills and demonstrated ability to influence teams without necessarily having direct authority over them.
• Ability to partner effectively with clinical professionals while maintaining a strong consumer and commercial perspective.
• Experience building new processes, capabilities, or functions in an evolving organization.
• Comfort operating in an early-stage, fast-moving environment where the role will require both strategic thinking and hands-on execution.
• Exceptional communication, judgment, curiosity, and problem-solving skills.

Company Description

Bios Life is developing next-generation cancer surveillance technology that modernizes and scales long-term cancer follow-up care. We integrate evidence-based clinical frameworks, technology-enabled workflows, and diagnostics into accessible, high-quality screening and survivorship models. The company is based in Cambridge, MA with an office in the UK.