AT Recruitment (ATR) ยท 12 hours ago
VP Customer Experience
City of Industry, CA
Full-time
Hybrid
Director/Executive
$150K/yr - $200K/yr
10+ years expAT Recruitment (ATR) is seeking a Vice President of Customer Experience / Patient Experience to lead enterprise-wide CX strategy across various sectors in healthcare. This executive role focuses on optimizing the patient journey and driving improvements in satisfaction, loyalty, and retention while collaborating with multiple departments and ensuring compliance with standards.
Staffing & Recruiting
Hiring Manager
Anya Glover
Responsibilities
Lead and develop Directors and Customer Care leaders across Pediatrics, Resupply, Managed Care, and Field Customer Care
Drive a culture of continuous improvement through coaching, performance management, and training
Develop and execute a unified customer/patient experience strategy aligned with business goals and company values
Establish CX standards, best practices, and governance across all lines of business
Own the end-to-end patient journey across digital, in-person, and customer support channels
Partner with Marketing, Operations, IT, and Customer Service to embed patient and referral needs throughout the lifecycle
Collaborate with senior leaders to ensure products, services, and processes meet patient and referral expectations
Identify and implement process, technology, and experience improvements to drive efficiency and competitiveness
Champion the voice of the customer using feedback, analytics, and CX insights
Improve and report on key metrics including NPS, CSAT, retention, and lifetime value
Define KPIs and present outcomes to executive leadership
Support the implementation and optimization of Talkdesk
Partner with IT and subject matter experts to drive training, adoption, and continuous improvement
Develop and maintain customer care policies and procedures in compliance with regulatory and company standards
Qualification
Required
Bachelor's degree required
10+ years of customer/patient experience or customer care leadership
5+ years in senior or executive leadership roles
4+ years in DME and Respiratory Care
Proven ability to lead large, cross-functional teams and enterprise-level initiatives
Strong executive presence with excellent communication and analytical skills
Experience with customer care platforms and CX technologies
Preferred
MBA or advanced degree preferred (or equivalent experience)
healthcare experience strongly preferred
Brightree experience (conversion experience a plus)
Benefits
401(k) with 4% company match
Unlimited PTO
Comprehensive benefits package and more
Company
AT Recruitment (ATR)
At ATR, we are a specialized recruitment firm dedicated to delivering tailored staffing solutions.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase