Head of Patient Experience & Care Excellence

Verse Medical, Inc.; New York, Northern (NY, KY); Hybride; USD 165 000 - 200 000; Plein temps

Avantages offerts par ce poste

Health insurance

Dental & Vision insurance

401(k)

Equity

Résumé du poste

Verse Medical, Inc. in New York City seeks a Director of Patient Experience to own patient sentiment across the care journey, from order through delivery and follow-up, building voice-of-patient infrastructure and service standards.

You will shape escalation, triage, and resolution processes, coordinate with Product, Clinical Operations and Compliance, and coach a growing team to improve CSAT, NPS, and timely issue resolution.

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 listening to calls, reading complaints, and talking to patients directly.
• Process design skills with intake, triage, and resolution workflows.
• Data-literate to connect feedback to operational metrics.
• Calm, empathetic communicator who can de-escalate conversations and coach others.
• Experience partnering cross-functionally with Product, Compliance, Operations and Clinical teams.
• In-person leader, located in NYC with willingness to be onsite.

Responsabilités

• Build the voice-of-patient function across the patient journey post-delivery surveys and feedback.
• Design the patient service model, defining support tiers, SLAs, and scripts for onboarding, delivery issues, billing questions, and escalations.
• Own complaint and grievance resolution, including intake, triage, and root-cause analysis; ensure timely closure.
• Translate patient signals into product and operational improvements with Product, Clinical Operations and Compliance.
• Build and coach a team of patient experience specialists; establish a coaching cadence based on reviews.
• Make patient experience visible with a dashboard tracking CSAT/NPS, complaints, resolution times, and repeat-issue rates.

Connaissances

Patient experience

Service design

Process design

Data literacy

Cross-functional collaboration

Calm empathetic communication

Coaching

In-person leadership

Description du poste

Verse Medical, Inc. in New York City seeks a Director of Patient Experience to own patient sentiment across the care journey, from order through delivery and follow-up, building voice-of-patient infrastructure and service standards.

You will shape escalation, triage, and resolution processes, coordinate with Product, Clinical Operations and Compliance, and coach a growing team to improve CSAT, NPS, and timely issue resolution.