Senior Director of Patient Experience & Journey Optimization – Driving End-to-End Care Excellence at brighthush

About brighthush

brighthush is a trailblazing leader in precision diagnostics and patient-centered care. With a mission to illuminate the path from test to treatment, we harness cutting‑edge technology, data science, and a relentless focus on the patient experience to deliver faster, more accurate results. Our culture is built on curiosity, collaboration, and a shared commitment to transforming how patients interact with healthcare. As we expand our footprint across the United States, we’re looking for visionary leaders who can shape the future of patient journeys and elevate the standard of care.

Position Overview

As the Senior Director of Patient Experience & Journey Optimization, you will be the strategic steward of every touchpoint a patient encounters—from the moment they learn about our services to the final receipt of their results. You will own the end‑to‑end patient experience strategy, prioritize initiatives, and drive measurable improvements across the Engage & Initiate, Order to Result, and Post‑Test Support & Billing value streams. This is a high‑impact, cross‑functional leadership role that requires a blend of analytical rigor, creative problem‑solving, and the ability to influence without direct authority.

Key Responsibilities

• Strategic Leadership: Own the patient experience strategy, set clear priorities, and develop a forward‑looking improvement roadmap that aligns with brighthush’s growth objectives.
• Insight‑Driven Decision Making: Partner with the CX Research & Measurement Lead to synthesize patient research, voice‑of‑customer data, complaints, and operational metrics into actionable insights.
• Journey Prioritization: Translate evidence into well‑defined customer problems, intended outcomes, success metrics, and prioritized initiatives that deliver maximum value.
• Cross‑Functional Alignment: Collaborate with Commercial, Client Services, Clinical Support, RCM, Laboratory Operations, Technology, Marketing, and other stakeholders to ensure seamless patient workflows.
• Portfolio Management: Prioritize the patient experience improvement portfolio based on customer need, business impact, risk, dependencies, evidence, and organizational capacity.
• Performance Monitoring: Review journey metrics and initiative outcomes with the CX Research & Measurement Lead, recommend roadmap adjustments, and ensure continuous improvement.
• Stakeholder Communication: Articulate patient journey priorities, decisions, risks, and progress to CX leadership, senior leaders, and cross‑functional teams; elevate unresolved trade‑offs when necessary.
• Compliance & Governance: Operate within clinical, legal, compliance, privacy, and operational boundaries while maintaining end‑to‑end journey accountability.

Essential Qualifications

• Bachelor’s degree in Customer Experience, Business, Marketing, Healthcare Administration, Human‑Centered Design, or a related field.
• 8+ years of progressive experience in customer experience, journey management, service design, product or program management.
• Minimum of 3 years leading complex, cross‑functional initiatives with multiple stakeholders, dependencies, and competing priorities.
• Proven track record of developing end‑to‑end journey strategies, setting priorities, and managing improvement roadmaps using customer and operational evidence.
• Exceptional communication, stakeholder influence, facilitation, and change‑management skills, with a demonstrated ability to lead through influence rather than direct authority.
• Strong analytical mindset with the ability to translate patient needs and journey evidence into clear customer problems, intended outcomes, business requirements, and actionable recommendations.
• Sound judgment in balancing customer need, business impact, risk, evidence, and functional ownership while maintaining end‑to‑end journey accountability.

Preferred Qualifications

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

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Customer‑Centric Mindset & Empathy
• Data‑Driven Decision Making & Analytical Rigor
• Cross‑Functional Collaboration & Influence
• Project & Portfolio Management
• Change Management & Stakeholder Engagement
• Excellent Written & Verbal Communication
• Adaptability & Resilience in a Fast‑Paced Environment

Career Growth & Learning Opportunities

At brighthush, your professional journey is as dynamic as the patient journeys you’ll shape. We offer:

• Leadership development programs that refine strategic thinking, influence, and executive presence.
• Access to industry conferences, workshops, and certifications in customer experience, service design, and healthcare analytics.
• Mentorship from senior executives who have led transformative initiatives across the healthcare ecosystem.
• Opportunities to transition into broader roles such as Chief Experience Officer, Head of Digital Health, or VP of Operations.
• Cross‑departmental projects that broaden your skill set and expand your professional network.

Work Environment & Culture

brighthush thrives on a culture of collaboration, innovation, and inclusivity. Our remote‑first model empowers you to work from anywhere in the United States while staying connected through:

• Weekly virtual town halls and cross‑team syncs.
• Digital collaboration tools that foster real‑time communication.
• A supportive community that celebrates wins and learns from challenges.
• Flexible work hours that respect work‑life balance.
• Regular team‑building events, both virtual and in‑person, to strengthen relationships.

Compensation & Benefits

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

• Base salary commensurate with market standards for senior leadership roles.
• Performance‑based bonuses tied to patient experience metrics and organizational goals.
• Equity options that align your success with the company’s long‑term growth.
• 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 and tuition reimbursement.
• Wellness programs, mental health resources, and employee assistance programs.

Physical Demands & Work Setting

• Primarily a desk‑based role with frequent computer and video‑conference usage.
• Occasional travel to regional offices or industry events (within the United States).
• Standard remote or office work environment with occasional standing or walking during meetings.

Equal Opportunity Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, or any other protected characteristic.

Apply Today

If you are passionate about redefining the patient experience, possess a strategic mindset, and thrive in a collaborative, fast‑paced environment, we invite you to join brighthush. Your expertise will directly shape how patients navigate their healthcare journey, ensuring they receive the clarity, compassion, and care they deserve.

Ready to make an impact? Submit your application now and become a pivotal part of brighthush’s mission to bring brighter, clearer health outcomes to patients across the nation.