Director, Customer Experience – Patient Journey

Baylor Genetics

. Own the end-to-end patient experience strategy, priorities, outcomes and improvement roadmap across the Engage & Initiate, Order to Result and Post-Test Support & Billing value streams .

Posted 10/28/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and managing end-to-end patient experience strategies, utilizing customer insights and operational data to drive improvements across healthcare workflows. Proven ability to lead cross-functional initiatives and communicate effectively with stakeholders to enhance patient engagement and satisfaction.

Highest-signal resume keywords

Customer Experience ManagementJourney ManagementCross-Functional LeadershipStakeholder InfluencePatient-Facing Healthcare Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

End-to-End Journey StrategyService DesignProgram ManagementOperational Evidence AnalysisPatient ResearchJourney MeasurementChange ManagementBusiness Requirements DevelopmentRisk AssessmentWorkflow Improvement

Soft Skills

Strong CommunicationFacilitation SkillsInfluence Without AuthoritySound JudgmentCollaboration

Tools & Technologies

Customer Feedback ToolsOperational Data Analysis ToolsDigital Product Teams Collaboration

Industry Keywords

Healthcare AdministrationPatient OnboardingPrior AuthorizationDiagnostic WorkflowsLaboratory OperationsPatient Experience ImprovementVoice-of-Customer FeedbackPatient Journey Priorities

About the role

Key responsibilities & impact

Own the end-to-end patient experience strategy, priorities, outcomes and improvement roadmap across the Engage & Initiate, Order to Result and Post-Test Support & Billing value streams
Use patient research, voice-of-customer feedback, complaints and operational data to identify patient needs, pain points and moments that matter
Translate evidence into patient journey priorities, defined customer problems, intended outcomes, success measures and recommendations for action
Partner with Customer Experience Managers to translate priorities into coordinated initiatives and resolve cross-value-stream questions
Lead cross-functional alignment across Commercial, Client Services, Clinical Support, RCM, laboratory operations, Technology, Marketing and other patient-facing workflow partners
Provide patient research, measurement and experience insights to support Commercial sales engagement while Commercial retains growth strategy and sales execution
Identify and address experience gaps and handoff risks across onboarding, pre-test support, consent, TRFs, financial access, ordering, prior authorization, sample and testing workflows, reports, billing and post-test support
Prioritize the patient experience improvement portfolio based on customer need, business impact, risk, dependencies, evidence and organizational capacity
Review journey measures and initiative outcomes and recommend roadmap adjustments
Communicate priorities, decisions, risks and progress to CX leadership, senior leaders and cross-functional stakeholders
Escalate unresolved tradeoffs when needed
Work within clinical, legal, compliance, privacy and operational boundaries

Requirements

What you’ll need

Bachelor's degree or equivalent relevant experience in customer experience, business, marketing, healthcare administration, human-centered design or a related field
Eight or more years of experience in customer experience, journey management, service design, product or program management, or a related discipline
At least three years of experience leading complex cross-functional initiatives with multiple stakeholders, dependencies and competing priorities
Demonstrated ability to develop an end-to-end journey strategy, establish priorities and manage an improvement roadmap using customer and operational evidence
Strong communication, stakeholder influence, facilitation and change-management skills
Ability to lead through influence without direct authority
Ability to translate patient needs and journey evidence into clear customer problems, intended outcomes, business requirements and recommendations for action
Sound judgment in balancing customer need, business impact, risk, evidence and functional ownership while maintaining end-to-end journey accountability
Experience with patient-facing healthcare, diagnostic or laboratory workflows preferred
Experience with patient onboarding, ordering, consent, test requisition forms, prior authorization, reports, billing or post-test support preferred
Experience partnering with Technology or digital product teams to improve patient-facing workflows, tools or communications preferred
Experience using customer research, voice-of-customer feedback and operational data to prioritize and measure journey improvements preferred

Benefits

Comp & perks

Remote work environment
Equal opportunity employer committed to an inclusive and diverse workforce