Sr. Director of Patient Experience

Position Overview

Outset Medical is seeking a seasoned customer experience professional to build & lead our Patient Experience team.  The Sr. Director of Patient Experience will lead a team of patient experience and home operations team members in supporting the onboarding, implementation, and retention of patients.

Provide visionary leadership to help shape, elevate and scale Outset in the delivery of a world class support experience to our customers and patients. The successful leader will be accountable for meeting the strategic, operational performance and budgetary objectives set for the Patient Experience organization while maintaining the highest level of customer and patient satisfaction.

Essential Job Functions and Responsibilities

• Develop and manage a team of passionate patient experience and home operations professionals to achieve aggressive patient adoption and retention targets. Effectively communicates Outset’s vision in ways that attract external or internal talent. Hires well; brings in smart, capable talent and thoughtfully integrates them into the company.
• Develop strategic plan for referral to home patient support that drives retention, including building a multi-year resource plan, technology roadmap and developing business case for investment. Keeps a customer focus when developing requirements and prioritization.
• Accountable for shaping and bringing to life a world class patient journey that delivers exceptional patient retention, driven by metrics, processes and talent/resources working in concert to deliver a high value experience to our patients and customers.
• Establish and actively action plan for improvement KPIs that measure patient success, satisfaction, and retention.
• Develop and execute a world class patient and customer experience for on-going treatment supply management and fulfillment, working cross functionally to develop processes and systems aligned with our high growth.
• Conduct historical reviews of retention and supply fulfillment performance, develop programs to drive continued improvement and oversee other predictive analytics.
• Develop strategic plan for organizational scale of patient onboarding in partnership with marketing.
• Effectively communicates Outset’s vision through C-Level executive, peer and customer facing presentations, to communicate overall patient success, satisfaction, and success.
• Responsible for incorporating the voice of the patient and the customers that care for them into programs, driving a patient centric mindset in everything we do.
• Drive annual planning for patient support services, including usage and adoption targets, organizational design, account coverage and capacity model.
• Lead and inspire a growing team through change management and organizational scale as well as supporting each person’s growth and development goals. Cultivates trust-based relationships inside and outside the organization.
• Drive alignment cross functionally to enable successful adoption of new technologies and processes across internal and external stakeholders. Earns the respect of peers outside his/her function, makes introductions generously and actively “gives” in interactions.
• Effectively partner across sales, clinical, marketing, logistics, and service to optimize organizational effectiveness. Is persuasive and influential across the company, overcommunicates with substance, and openly acknowledges when out of depth or the path forward is unknown.
• Is masterful at defining and achieving priorities, has the pulse of his/her organization. Understands when greater support/resources are needed and effectively advocates for it. Is accountable and resourceful, skilled at delegation.
• Seeks feedback across the organization and acts on it strategically. Is resourceful and can mobilize internal and external support.
• Support additional activities, as assigned
• Ability to travel 25%

Required Qualifications

• Bachelor’s degree in business, Science, Liberal Arts or equivalent
• Minimum 5 years experience in customer or patient success related field
• Minimum 3 years experience in healthcare, medical device, medtech
• Ability to work effectively in a fast paced and dynamic environment

Desired Qualifications

• • Proven experience managing best-in-class, patient-facing med-tech healthcare organization supporting aggressive revenue growth. Capable of managing a remote team.
  • Strong C-Level executive presence and communication skills, with the ability to engage and inspire senior executives, including communicating your vision.
  • Outstanding problem solving and analytical skills, including a talent for conducting research, analyzing data, developing hypotheses, and synthesizing recommendations.
  • Candidates must have a proven track record of success in providing strategic guidance and operational oversight in patient-facing teams.
  • Proven ability to develop tactical initiatives that improve team productivity and performance. Background of introducing innovative performance metrics, improvement programs, and compensation enhancements.
  • Ability to utilize combined industry benchmarking information with a robust analytical capability to identify market trends and test alternative strategy approaches that yield superior performance.
  • Experience researching, developing, and deploying software tools, technologies, and automation solutions/strategies in a field organization.
  • High degree of intellectual curiosity and ability to absorb new concepts quickly.
  • Highly entrepreneurial, highly collaborative and able to operate independently with minimum supervision.
  • Heavily results-oriented, strong track record in meeting and exceeding revenue targets.

The Annual Salary Range for this role will be:  $170,000-  $250,000*. Plus bonus and stock.

                                                                                                                       We feel passionately about pay equality.  Discretionary adjustments to the position’s starting compensation may be made in consideration of other relevant factors pertaining to eligible applicants, including, but not limited to, their specific skills, level, geographical location, and comparison to other employees already in the same or similar roles.

*This range represents our good-faith and reasonable estimate regarding what we reasonably expect to pay for this position at the time of posting. 

Outset also offers the following benefits:

• Medical 
• Dental
• Vision
• EAP/Mental Health
• Life Insurance/AD&D
• Short/Long Term Disability
• FSA (Dependent & Healthcare)
• HSA w/ Employer contribution
• Commuter Benefits
• 401K w/ company match
• ESPP
• Fertility benefits
• Wellness initiatives
• Legal Assistance
• Pet insurance
• Financial Advisement & Wellbeing
• Tuition Reimbursement
• Student Loan Payback
• Employee discounts
• Professional Development/Learning
• Collaboration Days (lunch onsite)
• Happy Hours/Karaoke
• PTO/Sick time
• Holidays Volunteer Day

Salary : $170,000 - $250,000