Vice President, Patient & Client Experience

Location: Remote, Hybrid, or Onsite in Boulder, CO

About Our Company

Foresight Diagnostics is an early-stage, venture-backed molecular diagnostics company that is developing non-invasive cancer detection technologies to improve the lives of patients worldwide. Our portfolio of cell-free DNA based liquid biopsy tests are rooted in novel and proprietary methods developed at Stanford University. Our approach enables the earlier detection of smaller tumors, leading to more personalized and effective cancer treatment strategies for patients. We have deep expertise in molecular biology, bioinformatics, and Next Generation Sequencing (NGS), and maintain a dynamic, fast-paced work environment with significant opportunities for high-impact contribution and rapid professional growth. Foresight Diagnostics is headquartered in Boulder, Colorado.

About The Role

The VP, Patient & Client Experience will be responsible for building and leading a high-performing patient and client services function that provides outstanding, scalable support to healthcare providers, laboratories, and patients. Reporting to the Chief Business Development Officer, this position is ideal for a hands-on, strategic builder who thrives in startup environments and is energized by launching and refining new programs under tight deadlines. This role involves developing and implementing client service strategies, managing client relationships, and collaborating cross-functionally to enhance the client experience, and will play a key role in developing foundational processes, hiring and training a team, and ensuring seamless communication between clients and internal teams. The ideal candidate will have a strong background in client services within the biotechnology or healthcare industry, with a focus on oncology diagnostics.

What You Will Do

• Team Leadership & Operations: Own recruiting, training, and managing a highly responsive client services team, overseeing all aspects of customer engagement from test order intake to results delivery. Strategic leadership to build scalable client services operations in US and O-US markets.

• Test Requisition Form (TRF) Management: Oversee accurate and timely processing of inbound test requisition forms (TRFs), ensuring completeness, compliance, and prompt follow-up on missing information.

• Specimen Kit Logistics: Manage the coordination, inventory, and timely shipping of sample collection kits to ordering providers, including tracking and follow-through on returns through the implementation of improved tracking systems.

• Pathology Lab Outreach: Direct and support outreach efforts to pathology labs to request and track tissue samples necessary for testing, ensuring timely receipt and chain-of-custody compliance.

• Insurance Information Collection: Ensure proper intake of patient demographics and initial insurance information to support automated and manual workflows for prior authorization, benefits verification, and billing.

• Client Communication & Support: Develop and implement a scalable customer communication management system serving as a point of escalation for complex client inquiries, client self-service, order issue resolution, testing logistics, and billing, delivering accurate and timely resolutions.

• Cross-Functional Collaboration: Partner with Commercial Partners, Lab Operations, Billing, and Medical Affairs to streamline client onboarding, sample tracking and feedback loops to maintain a high standard of operational excellence.

• Process Development & Optimization: Create and refine SOPs to improve turnaround times, data integrity, service quality, and team performance, emphasizing scalability, automation and compliance with GDPR, HIPAA, CAP, and other industry regulations. Clinical support including EHR and software integrations.

• Metrics & Reporting: Define, monitor, and report on KPIs including turnaround times, client satisfaction, order error rates, and specimen reconciliation. Implement data-driven strategies to continuously improve service performance.

What You Will Bring

• Bachelor's degree in Life Sciences, Business Administration, or a related field required; Master’s degree preferred.​

• Minimum of 7 years of experience in client services, customer operations or account management within the biotechnology, diagnostics, or healthcare industry; experience in oncology diagnostics preferred.​

• Proven experience in hiring, training, leading and developing high-performing teams.​

• Demonstrated experience standing up new teams, programs, or service functions in a startup or high-growth environment.

• Excellent verbal and written co