[Hiring] Manager, Customer Experience, Order to Result @Baylor Genetics

Role Description

The Manager, Customer Experience, Order to Result owns the strategy, roadmap and improvement portfolio for the patient and provider journey from a complete, actionable order through result finalization. This role prioritizes improvements using customer, operational and business outcomes and serves as the business owner for customer experience requirements related to:

• Post-order prior authorization and financial holds
• Kit requests and fulfillment
• Sample collection and shipment
• Laboratory receipt
• Sample issues
• Testing status
• Turnaround-time visibility
• Result finalization

The Manager partners with the patient and provider Journey Directors and works across various departments to align priorities, investments and implementation. This is an individual contributor leadership role with no direct reports, so the ability to influence senior leaders and drive outcomes across functions is essential.

Qualifications

• Bachelor's degree or equivalent relevant experience in customer experience, business, marketing, healthcare administration, human-centered design, project or program management, or a related field.
• Eight or more years of experience in customer experience, service design, consulting, product management, healthcare operations, journey management, enterprise process improvement or a related discipline.
• Demonstrated experience owning a customer journey or value-stream strategy, roadmap and improvement portfolio.
• Experience leading strategic transformation, customer journey management or enterprise process improvement programs across multiple functions.
• Demonstrated ability to influence senior leaders, align stakeholders and drive decisions and outcomes without direct authority.
• Demonstrated ability to translate customer and business needs into clear requirements, user stories, workflow or process changes, acceptance criteria and implementation actions.
• Strong business judgment, prioritization, written and verbal communication, facilitation, change-management and organizational skills, with the ability to manage multiple priorities and complex dependencies.

Requirements

• Experience in clinical care, diagnostics, laboratory operations or another highly regulated, detail-intensive environment.
• Experience delivering complex work under tight deadlines in partnership with project or program managers.
• Experience partnering with Technology or digital product teams to translate patient and provider needs into business requirements, user stories or implementation initiatives that improve the customer experience.
• Experience with patient-facing or provider-facing healthcare workflows, including post-order prior authorization, kit fulfillment, sample collection and shipment, laboratory receipt, sample issues, testing status, turnaround-time communication or result finalization.

Company Description

Baylor Genetics is proud to be an equal opportunity employer dedicated to building an inclusive and diverse workforce. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender identity, veteran status, disability, genetic information, pregnancy, childbirth, or related medical conditions, or any other status protected under applicable federal, state, or local law.