Director of Provider Experience & Journey Optimization – End-to-End Strategy, Cross‑Functional Leadership, and Continuous Improvement at brighthush

About brighthush

brighthush is a forward‑thinking healthcare organization that delivers cutting‑edge diagnostic solutions to providers and patients worldwide. With a relentless focus on innovation, data‑driven insights, and a culture of collaboration, brighthush empowers clinicians to make faster, more accurate decisions that improve patient outcomes. Our mission is simple: to transform the provider experience so that every interaction—from onboarding to post‑test support—is seamless, transparent, and value‑adding.

Position Overview

As the Director of Provider Experience & Journey Optimization, you will be the strategic steward of the entire provider lifecycle. You will own the vision, priorities, and improvement roadmap that spans the Engage & Initiate, Order to Result, and Post‑Test Support & Billing value streams. Working across Commercial, Client Services, Clinical Support, Revenue Cycle Management (RCM), laboratory operations, Technology, and Marketing, you will translate data, research, and stakeholder insights into actionable initiatives that elevate the provider journey at every touchpoint.

Key Responsibilities

• Strategic Leadership – Own the end‑to‑end provider experience strategy, setting clear priorities, defining success metrics, and maintaining a dynamic improvement roadmap.
• Data‑Driven Insight Generation – Partner with the CX Research & Measurement Lead to synthesize provider research, voice‑of‑customer feedback, complaints, and operational data into actionable insights.
• Journey Prioritization – Translate evidence into provider journey priorities, articulate customer problems, intended outcomes, and success measures, and recommend high‑impact actions.
• Cross‑Functional Alignment – Collaborate with the three Customer Experience Managers and functional leaders to coordinate initiatives, resolve cross‑value‑stream questions, and keep work aligned to the end‑to‑end provider experience.
• Stakeholder Influence – Lead cross‑functional alignment across Commercial, Client Services, Clinical Support, RCM, laboratory operations, Technology, Marketing, and other partners responsible for provider‑facing workflows.
• Experience Gap Analysis – Identify and address experience gaps and handoff risks across provider onboarding, pre‑test support, consent, TRFs, financial access, ordering, prior authorization, sample and testing workflows, reports, billing, and post‑test support.
• Portfolio Prioritization – Prioritize the provider experience improvement portfolio based on customer need, business impact, risk, dependencies, available evidence, and organizational capacity.
• Outcome Review & Roadmap Adjustment – Review journey measures and initiative outcomes with the CX Research & Measurement Lead and functional partners; recommend roadmap adjustments when evidence shows that provider needs or intended outcomes are not being met.
• Clear Communication – Communicate provider journey priorities, decisions, risks, and progress clearly to CX leadership, senior leaders, and cross‑functional stakeholders, escalating unresolved trade‑offs when necessary.
• Compliance & Governance – Work within clinical, legal, compliance, privacy, and operational boundaries; functional teams retain clinical and operational decision‑making and execution authority.

Essential Qualifications

• Bachelor’s degree or equivalent 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, including the ability to lead through influence without direct authority.
• Ability to translate provider 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.

Preferred Qualifications

• Experience with provider‑facing healthcare, diagnostic, or laboratory workflows.
• Experience with provider onboarding, ordering, consent, test requisition forms, prior authorization, reports, billing, or post‑test support.
• Experience partnering with Technology or digital product teams to improve provider‑facing workflows, tools, or communications.
• Experience using customer research, voice‑of‑customer feedback, and operational data to prioritize and measure journey improvements.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing granular details.
• Analytical Acumen – Proficiency in data analysis, metrics development, and evidence‑based decision making.
• Influence & Negotiation – Skilled at building consensus across diverse functional teams and senior leadership.
• Project Management – Expertise in managing multiple concurrent initiatives, timelines, and resources.
• Customer‑Centric Mindset – Deep empathy for provider pain points and a passion for delivering exceptional experiences.
• Change Leadership – Proven track record of driving adoption of new processes, tools, and cultural shifts.
• Communication Excellence – Clear, concise, and compelling communication across all levels of the organization.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a partnership. As Director of Provider Experience, you will:

• Lead high‑impact initiatives that shape the future of provider engagement across the organization.
• Collaborate with senior leaders and cross‑functional teams, gaining exposure to strategic decision‑making at the executive level.
• Participate in leadership development programs, mentorship, and industry conferences to stay ahead of emerging trends in healthcare CX.
• Own a portfolio of projects that directly influence revenue, provider satisfaction, and operational efficiency.
• Build a network of experts across Commercial, Clinical, Technology, and Marketing, positioning yourself as a go‑to authority on provider experience.

Work Environment & Company Culture

brighthush thrives on a culture of collaboration, innovation, and continuous improvement. We value:

• Open communication and transparency across all levels.
• Data‑driven decision making and a commitment to measurable impact.
• Flexibility and work‑life balance, with a hybrid model that supports remote and in‑office collaboration.
• Inclusivity and diversity, ensuring every voice is heard and respected.
• Recognition of achievements and a celebration of milestones.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with industry standards and your expertise.
• Performance‑based bonuses tied to key metrics such as provider satisfaction scores, onboarding efficiency, and revenue impact.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development budget for conferences, certifications, and training.
• Employee wellness programs, including mental health resources and fitness stipends.
• Flexible work arrangements and a supportive remote work infrastructure.

How to Apply

If you are a visionary leader who thrives on turning data into action, who can influence without authority, and who is passionate about elevating the provider experience, we want to hear from you. Submit your resume and a cover letter that highlights your experience in provider journey optimization and cross‑functional leadership.

Join brighthush Today

Become a catalyst for change at brighthush, where your strategic vision will shape the future of provider engagement and drive measurable impact across the organization. Apply now and help us create a provider experience that sets the industry standard.