Manager, Customer Experience, Order to Result (Healthcare)

Location: Remote, United States

Company

hirify.global operates in genetics and healthcare diagnostics.

What you will do

• Own the Order to Result customer experience strategy, roadmap, and improvement portfolio from a complete, actionable order through result finalization.
• Prioritize improvements across prior authorization and financial holds, kit fulfillment, sample collection and shipment, laboratory receipt, sample issues, testing status, turnaround-time communication, and result delivery.
• Translate patient, provider, and business needs into requirements, user stories, workflow changes, acceptance criteria, and implementation actions.
• Align priorities, investments, sequencing, decisions, ownership, and handoffs across Client Services, Clinical Support, Revenue Cycle Management, laboratory operations, Technology, Commercial, and Marketing.
• Lead initiatives from discovery through implementation, adoption, and post-launch evaluation while managing dependencies, risks, decisions, deadlines, and change impacts.
• Establish success measures, use customer research and operational data, monitor outcomes, and present recommendations and progress to CX and senior leaders.

Requirements

• 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.
• 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.
• 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.
• Ability to influence senior leaders, align stakeholders, and drive decisions and outcomes without direct authority.
• 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, including the ability to manage multiple priorities and complex dependencies.

Nice to have

• Experience in clinical care, diagnostics, laboratory operations, or another highly regulated, detail-intensive environment.
• Experience delivering complex work under tight deadlines 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 customer-experience initiatives.
• Experience with patient-facing or provider-facing healthcare workflows, including prior authorization, kit fulfillment, sample collection and shipment, laboratory receipt, sample issues, testing status, turnaround-time communication, or result finalization.

Culture & Benefits

• Full-time remote role with a standard remote or office work environment and extended computer and video-conference work.
• Individual contributor leadership position with no direct reports, requiring influence across functions and senior stakeholders.
• Work is performed within clinical, legal, compliance, privacy, operational, and applicable regulatory boundaries.
• Equal opportunity employer committed to an inclusive and diverse workforce.