Senior Service Design Manager

• Represent our values: Awesome, Creative, Respectful, Team Players, Get it Done.
• Develop and implement patient-centric service design strategies that enhance the overall experience in outpatient clinics. 
• Hold to Zoomcare service standards and help evolve those standards as strategic partnerships dictate.
• Create provider-focused workflows and processes that reduce administrative burdens and improve care delivery efficiency.
• Map and analyze patient journeys, from scheduling to follow-up care, to identify pain points and areas for improvement.
• Design and optimize clinic operations to ensure timely, efficient, and effective service delivery.
• Partner with clinical, administrative, digital, and operational teams to co-create service improvements that benefit both patients and providers.
• Facilitate workshops and feedback sessions with patients, providers, and staff to generate actionable insights.
• Conduct patient and provider surveys, interviews, and focus groups to understand needs, preferences, and expectations; summarize and make recommendations for internal change.
• Leverage data from electronic health records (EHR) and operational systems to inform service design initiatives.
• Stay updated on healthcare industry trends, technologies, and best practices in patient and provider experience design.
• Collaborate with IT and EHR teams to integrate digital tools that enhance scheduling, communication, and care delivery.
• Lead and mentor a team of service designers and support staff focused on improving outpatient clinic experiences.
• Collaborate tightly with the clinical delivery training team for consistent deployment of service designs.
• Provide guidance, set performance expectations, and foster professional growth within the team.
• Other duties as assigned.

• Bachelor’s degree in Service Design, Healthcare Administration, Business Administration, or related field; master’s preferred.
• 5 years of experience in service design, patient experience, or clinic operations, with a focus on healthcare settings.
• Demonstrated success in leading projects that improve both patient and provider experiences.
• Expertise in service design methodologies, journey mapping, and workflow optimization specific to outpatient clinics.
• Strong analytical and problem-solving skills, with experience using healthcare data to drive decisions.
• Strong verbal, written, interpersonal, and communication skills.
• Familiarity with electronic health record (EHR) systems, preferably Athena or similar platforms.
• Excellent communication and facilitation skills, with experience working closely with clinical teams and leadership.
• Able to work effectively in a fast-paced and ever-changing environment with tight deadlines.
• Ability to manage multiple projects in a dynamic, fast-paced environment.

• Proficient in Google Suite, Microsoft Office, AthenaOne, and other relevant software applications.

• Medical, Dental, Vision benefits
• 401K with employer match
• Paid Time Off, Paid Holidays, Paid Parental Leave, Sabbatical Program
• Salary Range: $125,000 - 135,000 dependent on experience
• Other Compensation: May be eligible for other compensation such as bonuses 

• Prolonged periods of sitting and/or standing at a desk and working on a computer.
• Ability to work at a computer/workstation for prolonged periods of time.
• Close and distance vision and ability to adjust focus.
• Seeing, hearing, speaking, and writing clearly in order to effectively communicate with others.
• Project timelines and work volume / deadlines may require more than your scheduled hours per week or work outside of regular business hours to complete essential duties of this job.
• This position requires remote work and being able to collaborate with teams to accomplish assigned tasks. 
• Must reside in the Portland or Seattle market and be able to travel to clinics as required. 

Salary : $125,000 - $135,000