SuperCare Health (USA) · 2 months ago
Vice President of Customer Experience (VPCX)
City of Industry, CA
Full-time
Onsite
Director/Executive
10+ years expSuperCare Health is the leading post-acute, in-home respiratory care provider in the Western U.S., dedicated to enhancing the quality of life for patients. The Vice President of Customer Experience will lead the development and execution of the company's customer experience strategy, ensuring a patient-centric culture and overseeing the customer journey across various business lines.
Health CareHome Health CareMedical Device
Responsibilities
Develop and implement a comprehensive customer/patient experience strategy that aligns with SuperCare’s overall business objectives and core values
Lead the vision and direction for customer/patient experience programs, ensuring they are focused on delivering exceptional service and building long-term patient/referral relationships
Establish and maintain customer care standards and best practices across all lines of business to ensure a consistent and high-quality customer experience
Build and lead a high-performing customer/patient experience team, including Directors in SuperKids, Resupply, and Capitation, with a dotted-line relationship to the Director of Field Customer Care
Mentor and coach team members to foster a culture of continuous improvement and patient-centric thinking
Design and deliver training programs for the Customer Care Team to enhance their skills and knowledge, ensuring adherence to established standards and best practices
Oversee the design and optimization of the customer/patient journey, ensuring a seamless and positive experience across all touchpoints (e.g., digital, in-person, and support interactions)
Collaborate with customer service, marketing, IT, and other departments to ensure patient/referral needs are considered at every stage of the customer/patient lifecycle
Champion the voice of the customer across SuperCare by establishing effective feedback loops and integrating patient/referral insights into decision-making processes
Collect and analyze customer feedback to identify areas for improvement and implement necessary changes
Utilize data analytics and patient/referral feedback to identify trends, pain points, and opportunities for improving the overall customer/patient experience
Drive customer/patient satisfaction and retention efforts by implementing strategies that improve key metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT)
Develop loyalty programs, retention strategies, and initiatives aimed at increasing customer/patient lifetime value
Partner with department leaders across the organization, including Operations, Sales, and Marketing, to ensure alignment on customer/patient experience goals and initiatives
Work closely with departments across all product lines to ensure that products and services meet patient/referral expectations and deliver value
Stay informed about industry trends, customer/patient experience best practices, and emerging technologies to continuously enhance the customer/patient experience
Lead efforts to innovate and improve customer/patient experience processes, tools, and technologies to maintain a competitive edge
Identify, design, and implement process improvements to enhance customer care delivery across all lines of business
Define and track key performance indicators (KPIs) related to customer/patient experience, and regularly report on progress to leadership, the executive team, and other stakeholders
Ensure that customer/patient experience initiatives deliver measurable business impact, including revenue growth, customer retention, and brand loyalty
Develop and track performance metrics to evaluate the effectiveness of customer care initiatives and drive continuous improvement
Supporting in the launch of TalkDesk functionalities that will further optimize and enhance the customer and employee experience
Collaborate with IT and respective SMEs per subdepartment on launching applicable trainings to keep the workforce up-to-date on newly launched programs within TalkDesk
Develop and implement policies and procedures to ensure compliance with regulatory requirements and company standards
Leverage technology and tools to enhance customer care processes and improve efficiency
Qualification
Required
Bachelor's degree in business, marketing, healthcare management, or a related field; MBA or advanced degree preferred or equivalent combination of education and experience
10+ years of experience in customer/patient experience, customer care management, or related roles, with at least 5 years in a leadership position, preferably in the healthcare industry
Minimum of 4+ years of experience in BrightTree utilization, experience in BrightTree conversion a plus
Minimum of 4+ years experience in the Respiratory Care and DME space
Proven track record of successfully leading customer/patient experience initiatives in a large or growing organization
Strong leadership and team-building skills, with experience leading cross-functional teams
Deep understanding of patient experience principles, strategies, and best practices
Excellent communication and presentation skills, with the ability to influence and engage at all levels of the organization
Analytical mindset with experience in data-driven decision-making and using end-user insights to drive business outcomes
Ability to manage complex projects and initiatives, balancing strategic and operational priorities
Strong organizational and problem-solving skills
Knowledge of customer care technologies and tools
Benefits
Any employment proposal is contingent upon satisfactory completion of: Background Check, Reference Check(s), Driving Record (if applicable), Pre-employment Drug and TB Test
Company
SuperCare Health (USA)
SuperCare Health (www.supercarehealth.com) is a chronic care management company specializing in respiratory diseases and providing high-touch, high-tech in-home patient management solutions.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
John Cassar
CEO
Shawn Christenson
CFO
Recent News
2022-04-30
Company data provided by crunchbase