Vice President of Customer Experience

SuperCare Health

11d

About The Position

SuperCare Health is the leading post-acute, in-home respiratory care provider in the Western U.S. that has been serving the healthcare needs of our ever-growing patient population for over 50 years. We specialize in respiratory and chronic disease management, delivering innovative solutions to enhance the quality of life for our patients. Our commitment to excellence has made us a trusted partner for healthcare providers across the nation. The Vice President (VP) of Customer Experience is responsible for leading the development and execution of the company's customer/patient experience strategy across all lines of business, including Pediatrics, Resupply, and Managed Care. This senior leadership role focuses on creating a patient-centric culture by overseeing the end-to-end customer/patient journey, ensuring consistency and excellence at every touchpoint. The VP will lead Directors and the Senior Manager of Field Customer Care within these business lines, in addition to the Customer Success Project Manager and the Customer Care Training Manager. The VP will work closely with cross-functional teams to drive patient/referral satisfaction, loyalty, and retention while aligning customer/patient experience initiatives with SuperCare’s business goals and core values.

Requirements

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.
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.

Responsibilities

Customer Experience Strategy: 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.
Leadership and Team Development: 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.
Patient Journey Management: 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.
Patient/Referral Feedback and Insights: 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.
Patient Satisfaction and Retention: 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.
Cross-Functional Collaboration: 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.
Innovation and Continuous Improvement: 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.
Reporting and Metrics: 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.
Technology Implementation and Enhancement 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
Policy Development: 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.