Customer Experience Quality Manager

ROM TECHNOLOGIES INC•Clearwater, FL

About The Position

The Customer Experience Quality Manager is the dedicated owner of the end-to-end experience quality across ROMTech’s patient and clinical journeys. Sitting within the Quality - Business Performance team, this person’s mission is simple: Make sure that every step of the journey — from script to setup, daily use, clinical oversight, and pickup — is delivered in a way that is consistent, high-quality, and truly Patient-first. You will investigate issues deeply (bad reviews, escalations, complaints), perform structured root cause analysis, and drive corrective and preventive actions that improve both clinical delivery and patient perception. You’re the connective tissue between Quality, Clinical, Operations, Training, and Patient-facing teams — ensuring that we don’t just “do the work,” but that Patients feel the value.

Requirements

5+ years of experience in Quality, Operations, Patient Experience, Business Process Management or Performance Management in one or more of: Healthcare, MedTech, Medical Device, Digital Health, or related regulated environments Or high-touch service/SaaS environments with strong patient success disciplines
Proven track record of conducting root cause analysis and turning findings into sustainable process improvements.
Strong analytical skills: able to pull signal from messy, qualitative and quantitative data (reviews, surveys, call notes, outcomes).
Excellent communication skills — able to speak credibly with clinicians, operators, and executives, and to translate issues into clear, non-defensive language.
Demonstrated ability to work cross-functionally and drive projects without direct authority.
Obsession with the patient / patient experience and a bias toward action.

Responsibilities

Support the End-to-End Patient Journey From a Quality Perspective Partner with the Establishment team—who own the design and creation of the patient journey—to ensure all journey stages are operationalized with measurable, enforceable quality standards.
Maintain and update the quality-specific components of the patient and clinical journeys (e.g., required checks, validations, documentation points) from script receipt through device pickup and beyond.
Identify critical touchpoints (high-risk or high-impact moments) and ensure that clear quality expectations, SOPs, and checklists are embedded within the Establishment-owned journey.
Monitor whether each journey step is executed consistently and on time by the responsible teams (HRCs, Clinical, Support, Logistics, etc.), escalating quality gaps or deviations as needed.
Root Cause Analysis & Issue Deep Dives Lead structured root cause analysis (RCA) on: Negative patient reviews Escalated complaints Failed or at-risk clinical experiences Breakdowns in communication or process
Translate anecdotal issues into clear problem statements, contributing factors, and actionable findings.
Partner with Quality/Regulatory where needed when issues intersect with compliance, safety, or reportable events.
Clinical Delivery & Experience Quality Work closely with Clinical, HRCs, and Operations to ensure that clinical delivery is top-notch, including: Proper patient setup and education Adherence to protocols and standard work Appropriate follow-up, support, and escalation handling
Flag patterns where experience or outcomes are suffering (e.g., certain providers, geographies, patient profiles, or process steps) and drive structured action plans.
With the Establishment team, ensure any changes are codified into processes, training, or tools, not handled as one-off fixes.
Voice of Patient & Feedback Systems Own the Voice of Patient (VoC) quality loop for patients and clinical partners (e.g., surgeons, PTs, office staff): Aggregate and review reviews, surveys, NPS, and qualitative feedback.
Identify trends, recurring themes, and systemic issues.
Translate feedback into clear insights and priorities for Quality, Performance, Operations, and Leadership.
Help design or refine feedback mechanisms (surveys, call scripts, follow-up workflows) to ensure we’re asking the right questions and capturing the right signals.
Measurement, Reporting & Performance Management Define and track experience-focused quality metrics, such as: NPS / patient satisfaction Time to resolution for escalations First-time-right rates on key steps (setup, training, etc.) Complaint / escalation volume and trends
Build simple, clear reporting for the Director of Performance Management and leadership that connects: Experience issues - root causes - actions taken - measured impact.
Support the Performance team in setting targets, benchmarks, and dashboards related to patient experience quality.
Continuous Improvement & Cross-Functional Alignment Work hand-in-hand with: Training to ensure gaps and issues translate into updated content, modules, or coaching.
Establishment to establish and implement all new processes, scripts, playbooks, and flow/process changes All leaders to improve customer experience in their areas.
Champion a patient-first mindset across the organization — helping teams see not just what they must do, but how it feels to the patient or clinical partner.
Identify opportunities for standardization, simplification, and error-proofing in the patient journey.