Job Description

*Note: Candidates must reside within the Pacific or Mountain Time Zone.*

About the Role:

Mackenzie Stuart is partnered with a well-established Ophthalmology & Optometry platform searching for a VP of Patient Experience. The Executive will be a dynamic leader dedicated to crafting and implementing strategies that enhance the entire patient journey, driving revenue growth and establishing an exceptional patient experience. This role emphasizes maximizing patient demand across various practices and brands, optimizing scheduling through the call center, and ensuring top-notch experiences in clinics. By fostering collaboration across departments, this position aims to nurture a patient-centric culture that aligns with our organizational goals.

Key Responsibilities:

• Lead marketing, sales, and call center operations to boost business growth while maintaining superb patient experiences.
• Create and execute a robust marketing strategy that spans all channels, including branding, digital initiatives, patient engagement, and market research.
• Oversee a small internal marketing team and external vendors to support diverse service offerings.
• Mentor and guide a team of physician liaisons across various markets to enhance OD and PCP referrals through data-driven strategies.
• Collaborate with vendors as needed for additional support.
• Manage all aspects of call center operations, including establishing performance metrics, ensuring customer satisfaction, enhancing operational efficiency, and aligning call center strategies with broader business objectives.
• Work closely with internal teams to ensure exceptional patient experiences during call center and field clinical interactions, reflected in positive patient feedback and reviews.
• Implement key performance indicators (KPIs) and reporting systems to monitor performance and identify improvement opportunities.
• Partner with IT on technology platforms (e.g., CRM, telephony/IVR) to meet strategic goals.
• Develop and manage a multi-million dollar budget.
• Keep updated on industry best practices and emerging trends in patient care.

Experience Requirements:

• 10+ years of relevant experience in a strategic marketing role within the healthcare sector.
• 5+ years managing a contact/customer service center.
• 5+ years in a people management role with progressive leadership experience.
• Exceptional communication and presentation capabilities.
• Proficient in presenting customer success strategies and results to C-level executives while collaborating with practice leadership.
• Basic data analysis skills; comfortable using Excel and similar tools to derive insights and trends for customer success strategies.
• Proven ability to address client challenges with innovative and strategic solutions.
• Strong track record in driving revenue growth, expanding market share, and leading high-performing teams.

Education Requirements

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

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