Manager, Customer Experience, Order to Result

JOB SUMMARY

The Manager, Customer Experience, Order to Result owns the strategy, roadmap and improvement portfolio for the patient and provider journey from a complete, actionable order through result finalization. This role prioritizes improvements using customer, operational and business outcomes and serves as the business owner for customer experience requirements related to post-order prior authorization and financial holds, kit requests and fulfillment, sample collection and shipment, laboratory receipt, sample issues, testing status, turnaround-time visibility and result finalization. The Manager partners with the patient and provider Journey Directors and works across Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology, Commercial and Marketing to align priorities, investments and implementation. This is an individual contributor leadership role with no direct reports, so the ability to influence senior leaders and drive outcomes across functions is essential.

VALUE STREAM SCOPE

This role owns the customer experience improvement portfolio for post-order prior authorization and financial holds, kit requests and fulfillment, sample collection, shipment and tracking, laboratory receipt, sample issues and exceptions, testing status, turnaround-time communication and result finalization. The value stream begins when an order is complete and actionable and ends when the result is finalized and ready for delivery.

KEY RESPONSIBILITIES

• Own the Order to Result value-stream strategy, roadmap and improvement portfolio, beginning when an order is complete and actionable and ending when the result is finalized and ready for delivery.
• Partner with the patient and provider Journey Directors to align the value-stream roadmap with end-to-end journey strategies, priorities and intended outcomes.
• Prioritize initiatives across post-order prior authorization and financial holds, kit requests and fulfillment, sample collection, shipment and tracking, laboratory receipt, sample issues and exceptions, testing status, turnaround-time communication and result finalization based on customer need, operational performance, business outcomes, risk, dependencies and available capacity.
• Serve as the business owner for customer experience requirements and improvements; gather and translate patient, provider and business needs into business requirements, user stories, workflow or process changes and acceptance criteria with Technology, digital product and functional partners.
• Drive cross-functional alignment on value-stream priorities, investments, sequencing, decisions, ownership and handoffs across Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology, Commercial and Marketing.
• Partner with the CX Research & Measurement Lead to establish value-stream success measures, use customer research, Voice of Customer feedback and operational data to identify opportunities, and monitor progress toward strategic outcomes.
• Lead improvement initiatives from discovery through implementation, adoption and post-launch evaluation; manage workplans, dependencies, risks, decisions, deadlines, change impacts and implementation readiness.
• Represent the Order to Result value stream in planning, prioritization and governance discussions and present recommendations, tradeoffs, risks and progress to CX and senior leaders.
• Monitor initiative performance and customer outcomes, identify issues early and adjust or escalate the roadmap when delivery, experience or business goals are at risk.
• Work within clinical, legal, compliance, privacy and operational boundaries; functional teams retain their respective clinical, operational and system decision-making and execution authority.
• Perform other job-related duties as assigned and follow Baylor Genetics policies, procedures and applicable regulatory requirements.

QUALIFICATIONS

Education

• Bachelor's degree or equivalent relevant experience in customer experience, business, marketing, healthcare administration, human-centered design, project or program management, or a related field.

Experience and Skills

• Eight or more years of experience in customer experience, service design, consulting, product management, healthcare operations, journey management, enterprise process improvement or a related discipline.
• Demonstrated experience owning a customer journey or value-stream strategy, roadmap and improvement portfolio.
• Experience leading strategic transformation, customer journey management or enterprise process improvement programs across multiple functions.
• Demonstrated ability to influence senior leaders, align stakeholders and drive decisions and outcomes without direct authority.
• Demonstrated ability to translate customer and business needs into clear requirements, user stories, workflow or process changes, acceptance criteria and implementation actions.
• Strong business judgment, prioritization, written and verbal communication, facilitation, change-management and organizational skills, with the ability to manage multiple priorities and complex dependencies.

Preferred Qualifications

• Experience in clinical care, diagnostics, laboratory operations or another highly regulated, detail-intensive environment.
• Experience delivering complex work under tight deadlines in partnership with project or program managers.
• Experience partnering with Technology or digital product teams to translate patient and provider needs into business requirements, user stories or implementation initiatives that improve the customer experience.
• Experience with patient-facing or provider-facing healthcare workflows, including post-order prior authorization, kit fulfillment, sample collection and shipment, laboratory receipt, sample issues, testing status, turnaround-time communication or result finalization.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Frequently required to sit.
• Frequently required to stand.
• Frequently required to utilize hand and finger dexterity.
• Frequently required to talk or hear.
• Frequently required to utilize visual acuity to operate equipment, read technical information and/or use a keyboard.
•  Standard remote or office work environment with prolonged periods of computer and video-conference work.

EEO STATEMENT

Baylor Genetics is proud to be an equal opportunity employer dedicated to building an inclusive and diverse workforce. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender identity, veteran status, disability, genetic information, pregnancy, childbirth, or related medical conditions, or any other status protected under applicable federal, state, or local law.