About Felix
Felix is Canada’s first end-to-end platform providing on-demand treatment for everyday health. Felix creates digital-first solutions that increase access for common healthcare needs such as mental health, sexual health, and daily health. Founded in 2019, Felix’s approach to healthcare encompasses assessments, lab testing, prescriptions, fast and discreet delivery and ongoing care — all online at www.felixforyou.ca.
The Role
The Senior Director of Patient Experience will develop and execute a comprehensive strategy that ensures exceptional patient experiences throughout their journey with Felix. This includes leading the teams that own the end-to-end execution of processes across the patient journey, and fostering a culture of patient-centricity within the organization. As a key member of the operations leadership team, the Senior Director of Patient experience will play a critical role in shaping the company's overall reputation and positioning Felix as leading everyday healthcare provider in Canada.
Responsibilities
Lead high performing customer-facing teams, including customer experience, clinical operations and coaching
Develop and execute a successful strategy to ensure an exceptional and differentiated patient experience
Establish and communicate the KPIs and measurements that drive continued improvement at all levels
Foster a patient-focused culture within the organization, work closely with the, Product, Marketing and Operations teams serving as the voice of the customer
Proactively enhance the patient journey, identifying the key touch points across interactions with customers and developing strategies to optimize success. Define the right technologies, processes and people to ensure an exceptional patient journey
Measure and analyze customer data to identify trends and drive areas for continuous improvement (customer feedback, support metrics, and data)
Define the right technologies, processes and people to ensure an exceptional patient journey
Build the right team, define the right org structure, roles and responsibilities, hire talent, train, coach and mentor
Serve as a core member of the operations leadership team and collaborate with all departments
Experience
5+ years leading operations or customer experience focused teams
Highly developed leadership and interpersonal skills
Experience scaling teams and processes as part of a fast growing start up is considered a strong asset
Ability to think analytically and from first principles; ability to identify gaps and execute on implementing solutions
Ability to communicate and work cross-functionally
Strong metrics-driven performance improvement background is important, as is the ability to coach leaders to higher levels of accountability and execution
Experience in management consulting is considered an asset
Experience working in healthcare is considered an asset
Benefits
Full medical, dental and vision benefits
Maternity / paternity policy
3 weeks vacation + flexible holiday scheduling
Competitive compensation
Stock option grant
Remote first, work from anywhere in Canada
Incredible culture powered by an highly collaborative and high performing team
Large impact at an early stage technology company
Seniority Level: Leadership
Location: Remote (Canada). We are currently working remotely and open to candidates from anywhere in Canada.
We are proud to be an equal opportunity workplace committed to building a team culture that celebrates diversity and inclusion and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability, or any other characteristic protected by applicable laws. Selection decisions are solely based on job related factors.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact [email protected] for assistance.
