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Head of Client Experience

Cortica

Head of Client Experience

San Diego, CA
Full Time
Paid
  • Responsibilities

    Job Description

    Cortica is looking for a HEAD OF CLIENT EXPERIENCE to join our growing team!   

    We are a rapidly growing healthcare company pioneering a unique, multispecialty approach to the treatment of pediatric neurodevelopmental differences. We serve a variety of patient populations including individuals with autism spectrum disorder, developmental delays, sensory processing disorder, articulation challenges, ADHD, anxiety, cerebral palsy, down syndrome, learning disorders, and more. Our care model, driven by insights and technologies from emerging neuroscience, brings together clinicians from a range of disciplines to design and deliver comprehensive care to children. Because the heart of Cortica's mission is direct patient care, the skill and compassion of our staff are crucial to achieving extraordinary experiences and outcomes for the families we serve.    

    We believe a great culture attracts great people. We also believe that great culture and great people working together can change the world. Our hopes and dreams are bold and ambitious. Our mission is to design and deliver life-changing care – one child, one family, one community at a time. Ultimately, we envision a world that cultivates the full potential of every child. At Cortica, every team member in every role is instrumental in bringing our mission and vision to life.   

    Cortica is an equal opportunity employer. Cortica celebrates diversity and fosters an inclusive environment, seeking ideas and opinions from everyone on the team. We safeguard equal rights and respect for all individuals, regardless of race, color, religion, sex, national origin, age, disability, creed, genetic information, sexual orientation, gender identity or expression, ancestry, veteran status or other applicable, legally protected characteristics. All Cortica employment decisions including but not limited to hiring are made based on an individual's qualifications and ability to successfully execute the job responsibilities.   

    The Head of Client Experience has the unique opportunity to develop and execute a world-class, technology-enabled, and market differentiating customer-centric vision.  Augmenting and expanding Cortica's leading patient-care standard, developing a world-class customer experience supports Cortica's expectation of viral-scalability and overall business goals, and ensures that while we grow, clients are always put first.  Reporting directly to the Chief Technology and Transformation Officer, the Head of Client Experience will directly oversee the Cortica Scheduling and Enrollment teams, and will partner closely with marketing, technology, operations, and clinical teams throughout Cortica to ensure a 'golden-path' client journey from awareness to ongoing care across the continuum of digital and brick-and-mortar experience. 

    WHAT WILL YOU DO? 

    • Design and deliver an industry-leading customer experience across all stages and touchpoints in a customer journey and helping the company continually achieve greater customer satisfaction, increased efficiency, scalability, and profitability. 

    • Design and execute methods to continuously explore, re-imagine, and revise client perception, pain points, and improvement alternatives while driving higher customer satisfaction, NPS, Repugen, and client retention efforts. 

    • Organize and build the scheduling, enrollment, and other (as appropriate) teams into a dynamic group or groups that work seamlessly with other business functions, consistently deliver great end-to-end experiences across all stages, channels, and touchpoints in the customer journey. 

    • Develop and manage to data-driven key performance indicators and digital dashboards.  Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies (esp. Salesforce) for reporting and analytics across customer service and other customer facing functions/ channels. 

    • Lead the implementation of Salesforce CRM including all appropriate modules, analytics, and workflows.  Develop a strategy to rationalize Cortica's current low-code development environment (MS PowerApp based) with Salesforce lightning and similar capabilities.  Determine key integration points between Salesforce and Cortica's other enterprise software (Athena Health, Central Reach, ADP, etc.) and custom applications (Axon) to optimize workflows, ensure scalability, and improve client experience. 

    • Develop industry-leading (see OneMedical, Forward, and other tech-enabled healthcare providers) client/patient portal to enable expedient and effectives communications of relevant administrative, clinical, and training with clients. 

    • Develop modern automated and real time communications pathways for clients, Cortica staff, and providers, including bot-based digital interactions, SMS texting, and call-center services. 

    • Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience.  Interact at executive level, proactively advocating for solutions and managing the customer escalation process 

    • Develop lightweight, agile process to support IT project management.  Oversee IT project portfolio and support on-time and on-budget high quality project/product delivery.

     

    WHAT EXPERIENCE AND CHARACTERISTICS DO YOU BRING TO THE TABLE? 

    • The ideal candidate uses a background in technology, design-thinking, and process management to supercharge a virtuous cycle of continuous improvements for current applications, business practices that provide the competitive advantage of an incredible user experience for Cortica families, clients, and teams.   

    • Minimum of 10 years of progressive experience in healthcare organizations with specialization in technology, process improvement, customer experience, project management, and enterprise application deployment. 

    • Demonstrated ability to work independently as part of a closely-connected – you're comfortable making decisions because of the strong relationships you've built with your colleagues.   

    • Amazing people skills and an obsession with customer service 

    • Design thinking, journey mapping, detailed requirements gathering, and a compulsion for continuous improvement. 

    • Experience implementing service desk or contact center capabilities with Salesforce or similar CRM (MS Dynamics, Sage, Pega, Zoho, Service Now, etc.) 

    • Demonstrated success consolidating and re-organizing teams and services to optimize outcomes based on business goals 

    • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions