Senior Service Design Manager in Portland, Oregon

At ZoomCare we are working hard to make healthcare easy. Our mission is to deliver innovative, high-quality, convenient healthcare when patients need it. We offer same-day, no-wait visits in urgent care, primary care, and specialty care and we’re expanding from our roots in the Pacific Northwest to new markets. We hope you will apply to become part of our dedicated, fast-moving team of superstars!

ZoomCare is seeking a Senior Service Design Manager to join our team! The Senior Manager – Service Design is responsible for leading the enhancement of patient and provider experiences across our outpatient clinics. This role focuses on optimizing patient care delivery, streamlining provider workflows, and creating seamless, high-quality interactions that align with our mission to provide exceptional healthcare.

ESSENTIAL FUNCTIONS

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

• Represent our values: Awesome, Creative, Respectful, Team Players, Get it Done.

• Develop and implement patient-centric service design strategies that enhance the overall experience in outpatient clinics.

• Hold to Zoomcare service standards and help evolve those standards as strategic partnerships dictate.

• Create provider-focused workflows and processes that reduce administrative burdens and improve care delivery efficiency.

• Map and analyze patient journeys, from scheduling to follow-up care, to identify pain points and areas for improvement.

• Design and optimize clinic operations to ensure timely, efficient, and effective service delivery.

• Partner with clinical, administrative, digital, and operational teams to co-create service improvements that benefit both patients and providers.

• Facilitate workshops and feedback sessions with patients, providers, and staff to generate actionable insights.

• Conduct patient and provider surveys, interviews, and focus groups to understand needs, preferences, and expectations; summarize and make recommendations for internal change.

• Leverage data from electronic health records (EHR) and operational systems to inform service design initiatives.

• Stay updated on healthcare industry trends, technologies, and best practices in patient and provider experience design.

• Collaborate with IT and EHR teams to integrate digital tools that enhance scheduling, communication, and care delivery.

• Lead and mentor a team of service designers and support staff focused on improving outpatient clinic experiences.

• Collaborate tightly with the clinical delivery training team for consistent deployment of service designs.

• Provide guidance, set performance expectations, and foster professional growth within the team.

• Other duties as assigned.

QUALIFICATIONS

• Bachelor’s degree in Service Design, Healthcare Administration, Business Administration, or related field; master’s preferred.

• 5+ years of experience in service design, patient experience, or clinic operations, with a focus on healthcare settings.

• Demonstrated success in leading projects that improve both patient and provider experiences.

• Expertise in service design methodologies, journey mapping, and workflow optimization specific to outpatient clinics.

• Strong analytical and problem-solving skills, with experience using healthcare data to drive decisions.

• Strong verbal, written, interpersonal, and communication skills.

• Familiarity with electronic health record (EHR) systems, preferably Athena or similar platforms.

• Excellent communication and facilitation skills, with experience working closely with clinical teams and leadership.

• Able to work effectively in a fast-paced and ever-changing environment with tight deadlines.

• Ability to manage multiple projects in a dynamic, fast-paced environment.

• Proficient in Google Suite, Microsoft Office, AthenaOne, and other relevant software applications.

COMPENSATION PACKAGE

• Medical, Dental, Vision benefits

• 401K with employer match

• Paid Time Off, Paid Holidays, Paid Parental Leave, Sabbatical Program

• Salary Range: $125,000 – 135,000 dependent on experience

• Other Compensation: May be eligible for other compensation such as bonuses

WORKING CONDITIONS

• Prolonged periods of sitting and/or standing at a desk and working on a computer.

• Ability to work at a computer/workstation for prolonged periods of time.

• Close and distance vision and ability to adjust focus.

• Seeing, hearing, speaking, and writing clearly in order to effectively communicate with others.

• Project timelines and work volume / deadlines may require more than your scheduled hours per week or work outside of regular business hours to complete essential duties of this job.

• This position requires remote work and being able to collaborate with teams to accomplish assigned tasks.

• Must reside in the Portland or Seattle market and be able to travel to clinics as required.

ZoomCare is committed to the safety and wellbeing of our employees and patients. Therefore, we require that patient-facing employees receive all required vaccinations, including, but not limited to, Hepatitis B., MMR, PPD, Varicella (Chickenpox), TD/TDAP, and all employees to receive COVID-19 as a condition of employment. Medical and religious exemptions or reasonable accommodations may apply.

Job Category: Corporate Team