Description

Comprehensive EyeCare Partners is one of the nation’s largest vision care management service organization. CompEye is focused on providing best-in-class, full-spectrum practice management and administrative services to its affiliated physicians and practices in support of their mission to deliver clinical excellence. Our Mission: Building the nation’s preeminent eye care services company by partnering with world class physicians, driving superior clinical and surgical outcomes, while optimizing the patient experience.

Position Summary

The VP of Patient Experience is a results-driven leader responsible for designing and executing strategies across the entire patient journey to drive revenue growth and create a world-class patient experience . This role focuses on all levers to increasing patient demand across portfolio of practices/brands, efficiently schedule them through the call center, and ensure a world-class experience in the clinics. By partnering across departments, this role will create a patient-first culture that aligns with our organization’s objectives.

Candidate must be in either Pacific or Mountain Time Zone

Roles and Responsibilities

• Oversee marketing, sales, and call center functions to grow the business while delivering best-in-class patient experience.
• Develop and execute comprehensive marketing strategy across all channels, including branding, digital marketing, patient engagement initiatives, and market research.   Manage small internal marketing team and external marketing vendors that provide various services support these goals.
• Lead and mentor a team of physician liaisons across multiple markets to increase OD and PCP referrals by creating data-driven strategy and tactics to most effectively engage referral sources.    Engage vendors to support as needed.
• Manage all aspects of a company's call center operations, including managing 70 staff, setting performance metrics, ensuring high customer satisfaction, driving operational efficiency, and collaborating with cross-functional teams to align call center strategy with overall business objectives.
• Collaborate with Internal Teams to ensure best-in-class patient experience, within call center and field clinical team interactions, as evidenced by positive patient feedback and reviews.
• Implement key performance indicators (KPIs) and reporting mechanisms to track performance and identify areas for improvement.
• Partner with IT on the various technology platforms (e.g., CRM, telephony/IVR) to support these goals.
• Develop and manage multi-million dollar budget.
• Stay abreast of industry best practices and emerging trends in patient care.

Experience Requirements

• 10 years related experience in a strategic marketing role in the healthcare industry.
• 5 years in managing a contact/customer service center.
• 5 years in a people management position with progressive experience, having managed other managers.
• Excellent communication and presentation skills. Ability to present customer success strategies and results to C-level executives and collaborate across practice leadership.
• Basic data analysis skills. Comfortable using Excel and similar tools to analyze data to identify trends and insights that inform customer success strategies.
• Ability to address client challenges with strategic and innovative solutions.
• Proven track record of driving revenue growth, expanding market share, and leading high-performing teams

Education Requirements

• Bachelor's degree (B.A.) in sales, marketing, or business management; related master's degree preferred

Physical Demands

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel. The employee is frequently required to stand, walk, and sit. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Benefits

• Comprehensive EyeCare Partners offers a competitive salary commensurate with experience, qualifications, and location.
  • $150,000 - $200,000 Range only includes base compensation
• 15 Paid Days off in your first year
• Medical, dental, and vision benefits
• Paid Holidays
• Company-paid life insurance
• 401(k)
• Continuing education and professional development opportunities.
• Supportive and collaborative work environment.

Qualifications

Salary : $150,000 - $200,000