Director, Patient Experience

Company Overview

Join us for an enriching journey with Outset, a trailblazing medical device company that is revolutionizing the field of dialysis. Our focus is to create one high performing team, obsessed with progress, in an atmosphere that is brimming with transformative opportunities. The heart of our mission is pioneering a groundbreaking technology that redefines the landscape of dialysis, streamlining complexity and cost, because patients deserve “better” now, not some day.  

At Outset we’re revolutionizing an industry and changing lives. We’re impacting what the future of dialysis looks like by creating a first-of-its-kind technology in order to reduce the cost and complexity of dialysis. FDA cleared for use across care settings, from the hospital to the clinic to the home, the Tablo® Hemodialysis System harnesses modern technology for a new holistic approach to dialysis care. We’re giving providers time back to focus on patient care. And we’re giving patients the power to take control of their life and get back to enjoying the things they love.

Position Overview

The Director of Patient Experience is a leadership role responsible for overseeing the Tablo Home Programs and driving the growth and operational excellence of our home dialysis customer programs. This role is pivotal in expanding our home dialysis business segment, ensuring high-quality patient care, and achieving business objectives through innovative strategies and effective management. 

Responsibilities

• Leadership & Team Development: Lead and mentor Tablo Program Managers, Coordinators, and Specialists. Foster a collaborative, high-performance culture to support team growth and development.
• Strategic Execution: Implement strategic plans to achieve business goals and drive growth in the home dialysis segment. Identify and pursue opportunities to expand the customer base.
• Patient Retention & Growth: Develop and execute strategies to increase patient retention and treatment volume. Oversee operational performance to ensure optimal patient management and minimize console downtime.
• Collaboration & Engagement: Work with sales and marketing teams to drive pipeline referral growth and program expansion. Direct customer engagement based on segmentation.
• Performance Monitoring: Monitor and respond to KPIs at global, territory, and clinic levels. Conduct regular business performance reviews and set standards for patient retention and clinic performance.
• Relationship Management: Establish and maintain strong relationships with key client decision-makers and stakeholders. Lead efforts to drive patient referrals and program success.
• Process Improvement: Identify and implement process improvements to enhance internal workflows and team performance. Partner with internal teams to address customer training needs.
• Team Management: Develop and manage a team focused on patient experience and home operations. Communicate Outset’s vision to attract and integrate talent effectively.
• Strategic Planning: Develop strategic plans for patient support and retention, including resource planning and technology roadmaps. Focus on customer needs when developing requirements.
• Patient Journey: Shape a world-class patient journey to deliver exceptional retention through metrics, processes, and talent. Develop and execute a superior patient and customer experience for treatment supply management and onboarding.
• Historical Analysis & Improvement: Conduct reviews of retention and supply fulfillment performance. Develop programs for continuous improvement.
• Organizational Scaling: Plan for organizational scale of patient onboarding in partnership with marketing. Lead and inspire the team through change management and growth.
• Cross-Functional Alignment: Drive alignment across sales, clinical, marketing, logistics, and service teams to optimize effectiveness. Foster trust-based relationships inside and outside the organization.
• Workforce Planning: Forecast workforce needs through proactive capacity planning and leverage technology solutions. Seek feedback and mobilize resources to support teams and customers efficiently.
• Additional Support: Support additional activities as assigned.

Required Qualifications

• Bachelor’s degree in a relevant field; advanced degree preferred.
• Minimum of 10 years of experience in the healthcare industry, preferably in home therapies.
• Proven track record of leadership and management in a custom