Senior Patient Experience Manager - Remote

Overview

The Senior Patient Experience Manager will lead the Customer Experience team, ensuring compassionate leadership and operational excellence in patient advocacy.

In Short

• Lead frontline support teams in Billing, Complaints and Grievances, and Patient Services.
• Focus on improving the patient journey and inspire teams in fast-paced environments.
• Apply structured problem-solving and team leadership to support patient experience initiatives.
• Ensure timely and effective support for every patient.
• Manage or build a Complaints and Grievances function within healthcare settings.
• Utilize data analysis to enhance service operations and reduce escalations.
• Excellent communication skills are required to handle sensitive patient concerns.
• Encourage applicants with startup experience or in rapidly scaling organizations.
• Support high-performing teams and lead cross-functional programs.
• Remote work environment with flexible hours for work-life balance.

Requirements

• 7+ years in customer support or patient services, with 3+ years in management.
• Experience in healthcare compliance and managing support teams.
• Proficient in data-driven decision-making.
• Strong leadership and coaching skills.
• Ability to navigate ambiguity in a startup environment.

Benefits

• 100% remote work environment.
• Attractive pay and comprehensive health benefits.
• 401(k) plan access for future savings.
• Generous time-off policies including company-wide shutdowns.
• Paid parental leave for all parents.
• Employee Assistance Program for mental and physical health support.
• Home office stipend to set up workspace.
• Quarterly department stipend for team activities.
• Wellness events and lunch & learns for employee engagement.
• Diversity, equity, and inclusion initiatives to support a culture of belonging.