Vice President of Customer Experience VPCX

Who We Are:

Super Care 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 nearly 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.

What We’re Looking For:

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 Super Care’s business goals and core values.

What You’ll Do:

Customer Experience Strategy:

• Develop and implement a comprehensive customer/patient experience strategy that aligns with Super Care’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 Super Kids, 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 Super Care 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,…