Bliss Aesthetics is a Seed stage (well-funded) consumer focused digital health startup on a mission to help people become the best version of themselves. We’re building a driven, high-growth organization powered by amazing talent and innovative technology.
We are seeking a Patient Experience (PE) Manager to join our team. In this role, you will oversee the strategy and approach to all aspects of the Bliss Aesthetics client experience, as well as related strategic projects within the organization. Your responsibilities will include evaluating existing services and processes, identifying areas for improvement, understanding client needs, sharing best practices, exploring new services, developing business enhancements and measuring client satisfaction.
We’re looking for a proactive individual who can take the initiative on projects and analyses that enhance the patient experience while managing multiple priorities effectively. You will collaborate with the sales team, business operations, technology, and other support teams, and you will be responsible for reporting on progress and outcomes of new or improved initiatives white leading by example being hands on.
Key Responsibilities:
Patient Experience Strategy:
- Develop and maintain a strategic framework for patient experience, mapping current touchpoints and identifying areas for improvement and future initiatives.
- Align the existing approach with both short and long-term business goals.
- Create client personas for current and prospective clients, outlining their needs, solution offerings, and value propositions to guide best practices.
- Conduct cost-benefit analyses to connect patient experience improvements with business results and retention goals. Track KPIs and monitor progress on all PE initiatives.
Patient Experience Execution:
- Assess existing services, processes, and interfaces that interact with clients to identify improvement opportunities. Analyze root causes of patient issues and propose solutions.
- Utilize patient experience data and feedback to promote best practices and develop new solutions.
- Create business cases for enhancements or expansions, detailing required budget, resources, and team structure.
- Prototype new solutions, acting as project lead or advisor, collaborating with stakeholders to refine until reaching a viable product.
- Launch new tools, services, and interfaces to support patient service efforts, aiming to deepen existing relationships.
- Foster strong relationships with management teams.
Qualifications:
- Bachelor’s degree or equivalent professional experience.
- 3 to 5+ years of experience in a similar role or in consulting.
- Strategic mindset with expertise in developing and executing business strategies, building business cases, prototyping, and project leadership.
- Strong analytical skills to assess complex issues and make informed business decisions.
- Proven ability to exercise independent judgment.
- Proactive self-starter with the ability to drive multiple projects toward key objectives with minimal oversight.
- Strong financial acumen, linking client experience strategies to business outcomes.
- Excellent relationship management skills, capable of building trust and credibility with various professionals and management levels.
- Exceptional written and verbal communication skills.
