Vice President, Patient Services

We are seeking an experienced, compassionate, and strategic leader to join our executive team as the Vice President, Patient Services. In this role, you will work across the executive team and with other relevant functional leads to develop, assess and improve our patient experiences, interactions and outcomes, ensuring the highest standard of patient care and satisfaction. There will be a strong emphasis on driving internal strategic initiatives including leveraging technology, process and product innovation and payer advocacy strategies to ensure our patients get access to the care they need and the process is timely, transparent, and engaging.

As part of this role, you will be responsible for providing strategic leadership and oversight to the Patient Services teams and the Patient Education team. This role involves guiding the teams' operations including workforce management, coaching leaders, and redesigning and reporting key performance metrics to senior leadership. Additionally, this role will provide the strategic leadership and oversight in the development of a new function, focused on care navigation. In this role, you will collaborate with internal and field-based leaders and external stakeholders to identify and implement productivity, effectiveness and efficiency opportunities and align strategies to achieve company objectives.

• Strategic Development and Assessment: Work closely with the executive team and functional leads to develop, assess and drive the company's key strategic patient services priorities.
• Internal Collaboration and Execution: Collaborate with the executive team and functional leads to drive enterprise strategy and execution. Focus on opportunities to streamline, automate and enhance our processes while improving the patient, clinician, provider and employee experiences.
• Team Leadership: Provide strategic leadership and oversight to multiple teams, including the Patient Services teams, the Patient Education team, and an emerging Care Navigation team.
• Operational Efficiency: Guide the teams' operations, including workforce management, coaching leaders, and reporting key performance metrics to senior leadership. Identify and implement productivity, effectiveness and efficiency opportunities.
• Strategic Roadmap and Objectives: Work with senior leaders to establish a comprehensive strategic roadmap and implement short and long-term objectives and initiatives to drive business results. Provide fact-based thought leadership on key strategic and financial decisions.
• Support Strategic Priorities: Provide strategic insights and ideas to drive internal initiatives. Seek input from internal, field facing and external stakeholders to improve the overall design and results. Work with project sponsors and leaders to ensure projects are on track and meeting stated objectives. Prepare materials for presentations to the CEO, ELT, Board, and other key stakeholders.
• Growth Strategy and Expansion: Represent the patient needs to support the company's growth strategy including access to care, therapy innovation and patient lifetime value
• Patient Care and Satisfaction: Ensure the highest standard of patient care and satisfaction through continuous improvement and innovation
• Travel: approximately 25%
• Other duties as assigned

• Bachelor's degree in business administration, finance, operations, or a related field.
• 15+ years of experience in progressively larger operational or functional leadership roles.
• Experience within medical device, DME or relevant healthcare industry (home based therapies).
• Previous experience in patient experience or customer service
• Proven track record of developing and implementing successful business strategies and initiatives.
• Strong analytical and problem-solving skills, with the ability to synthesize complex information and provide actionable recommendations.
• Excellent communication and presentation skills, with the ability to influence and engage stakeholders at all levels.
• Demonstrated ability to lead cross-functional teams and work collaboratively in a dynamic, fast-paced environment.

Preferred:

• MBA or advanced degree.
• Experience in operational process development/management and management by metrics (KPIs).
• Leading customer and/or patient services specific to healthcare, at scale