Director of Patient Experience

Verse Medical; New York (NY); Hybrid; USD 165,000 - 200,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Equity

Job summary

Verse Medical, Inc. seeks a Director of Patient Experience to own how patients feel at every touchpoint from order to follow-up.

You will build voice-of-patient infrastructure, set service standards, and establish escalation muscle to prevent gaps in care. You will lead a cross-functional effort with Product, Clinical Operations, and Compliance to transform patient feedback into meaningful product, ops, and clinical improvements, while hiring and coaching a dedicated patient experience team in a

Qualifications

• 6-10+ years in patient experience, member experience, or customer experience roles, ideally in healthcare, home health, or another high-stakes, regulated consumer environment.
• Experience designing service standards and escalation processes for a vulnerable or high-touch population.
• Comfortable being close to the work: listen to calls, read complaints, and talk to patients directly.
• Process design skills: built intake, triage, and resolution workflows.
• Data-literate: connect patient feedback to operational and clinical metrics to find root causes.
• Calm, empathetic communicator who can de-escalate a difficult conversation and coach others.
• In-person leader in NYC with willingness to be onsite.

Responsibilities

• Build the voice-of-patient function by standing up listening across the patient journey and converting feedback into a prioritized action pipeline.
• Design the patient service model with defined tiers, SLAs, and scripts for onboarding, delivery issues, billing confusion, and de-escalation.
• Own complaint and grievance resolution with intake, triage, root-cause analysis, and documented resolutions.
• Translate patient signals into action by partnering with Product, Clinical Operations, and Compliance to fix recurring pain points.
• Build and coach a team of patient experience specialists or coordinators with a coaching cadence.
• Make patient experience visible with a dashboard covering CSAT/NPS, complaints, resolution times, and recurring issues; run operating reviews.

Skills

Patient experience leadership

Service design

Escalation processes

Cross-functional collaboration

Data literacy

Effective communication

Coaching and people management

On-site leadership in NYC

Job description

Our Mission: Hospital-Quality Care, Everywhere.

The healthcare industry still relies on faxes and phone tags to coordinate critical care for patients at home. We think patients and the clinicians who serve them deserve better than a system stuck in 1995.

Verse Medical is building the modern software infrastructure to make it happen. We're a well-funded Series C company (backed by General Catalyst, SignalFire, and Sapphire Ventures) on a mission to heal a fragmented system. Our platform connects the dots between providers, payors, and patients, ensuring people get the high-quality care they need, reliably and right where they live. We’re growing fast and looking for people who are driven by this mission to join us!

Our Values: The Principles That Guide Us

Our values are the operating system for how we work together and with our partners. They aren't just words on a wall; they are the principles we bring to every decision, every day.

• We are transparent, upfront and direct. We operate with honesty and clarity. We share information openly, the good and the bad, and believe that direct, respectful feedback is the foundation of trust and progress.
• We value speed of iteration. We are building something new, which means we learn by doing. We prioritize rapid iteration and getting solutions into the hands of users, believing that progress is more valuable than perfection.
• We give 110% effort, 30% of the time. We are passionate about our mission, and there are moments that require us to go the extra mile. We believe in focused intensity when it counts, balanced by a sustainable pace that keeps our team energized for the long run.
• We empathize with customers to a fault. When our users face a problem, we own it. Instead of asking them to change, we ask ourselves, "How can we make this better?" We believe true innovation comes from deep empathy and a relentless focus on solving the real-world challenges of healthcare.

Your Impact: How You'll Help Us Heal a Broken System

As our Director of Patient Experience, you'll own how patients feel about Verse at every touchpoint from the moment care is ordered through delivery, treatment, and follow-up. Home is a vulnerable place to receive care, and the patients we serve are often navigating illness, mobility limits, and confusing paperwork all at once. You'll build the voice-of-patient infrastructure, service standards, and escalation muscle that make sure no one falls through the cracks and you'll turn what patients tell us into product, ops, and clinical improvements.

What You’ll Achieve: A Glimpse into Your Contributions

Within your first year, you will have the opportunity to:

• Build the voice-of-patient function. Stand up systematic listening across the patient journey post-delivery surveys, NPS/CSAT, call and complaint reviews and turn raw feedback into a prioritized, trackable action pipeline.
• Design the patient service model. Define the patient support tiers, SLAs, and scripts for the moments that matter most: onboarding a new patient, handling a delayed or damaged delivery, resolving a billing confusion, and de-escalating a distressed call.
• Own complaint and grievance resolution. Build the intake, triage, and root-cause process for patient complaints, including regulatory-sensitive ones, and ensure every complaint is closed with a documented resolution and no repeat pattern.
• Translate patient signal into action. Partner with Product, Clinical Operations, and Compliance to turn recurring patient pain points (order delays, confusing instructions, equipment issues) into fixes, and track whether those fixes actually moved the needle.
• Build and coach a team. Hire and develop patient experience specialists or coordinators; set a coaching cadence rooted in call and case reviews, not just metrics.
• Make patient experience visible. Implement a lightweight dashboard covering CSAT/NPS, complaint volume and resolution time, and repeat-issue rates, and run a regular operating review with leadership.

What You'll Bring: The Skills and Experience You'll Leverage

We believe that diverse experiences and backgrounds lead to better solutions. While we have an idea of what will help someone succeed in this role, we are open to being convinced by your unique story and skills.

Core Skills & Experience:

• 6-10+ years in patient experience, member experience, or customer experience roles, ideally in healthcare, home health, or another high-stakes, regulated consumer environment.
• Experience designing service standards and escalation processes for a vulnerable or high-touch population (these interactions require more care than a typical support queue).
• Comfortable being close to the work. You'll listen to calls, read complaints, and talk to patients directly, not just review dashboards.
• Process design skills. You've built intake, triage, and resolution workflows that hold up under real volume.
• Data-literate. You can connect patient feedback to operational and clinical metrics to find the real root cause, not just the symptom.
• Calm, empathetic communicator who can de-escalate a difficult conversation and coach others to do the same.
• Experience partnering cross-functionally with Product, Compliance, Operations and Clinical teams to close the loop on patient feedback.
• In-person leader. You believe colocated teamwork builds speed, quality, and coaching culture; you're excited to be in NYC with the team.

The Rewards & Reality: Compensation, Benefits & Logistics

We believe in taking care of our team, both professionally and personally. Here's what we offer:

• Meaningful Compensation: $165,000-200,000k + equity, commensurate with experience.
• Comprehensive Health & Wellness: We cover 100% of your health insurance premium and provide access to high-quality dental and vision insurance plans for you and your dependents.
• Plan for the Future: We offer a 401(k) plan to help you save for your future. At this time, the company does not offer a 401(k) match.
• Career Growth: You'll have opportunities for rapid career advancement in a company that's at a major inflection point. We want you to grow with us.
• This role is based in our New York City office in Chelsea. We have a hybrid model, with a requirement of 4 days per week in the office to foster collaboration and innovation.
• Please note that at this time, we are not able to provide visa sponsorship for this position. All candidates must be authorized to work in the United States.