Director of Patient Experience
About the role
Director of Patient Experience at Verse Medical, a hybrid role based in New York City focused on building voice-of-patient infrastructure, service standards, escalation processes, and turning patient feedback into product, ops, and clinical improvements.
Responsibilities
- Build the voice-of-patient function and establish systematic listening across the patient journey (post-delivery surveys, NPS/CSAT, call and complaint reviews) and maintain a prioritized, trackable action pipeline.
- Design the patient service model with defined support tiers, SLAs, and scripts for onboarding, handling delays or damages, billing inquiries, and distressed calls.
- Own complaint and grievance resolution by building intake, triage, and root-cause processes, ensuring documented resolutions and no repeat patterns.
- Translate patient signal into action by partnering with Product, Clinical Operations, and Compliance to convert recurring pain points into fixes and measure impact.
- Build and coach a team of patient experience specialists or coordinators with a coaching cadence based on call and case reviews.
- Make patient experience visible by implementing a dashboard (CSAT/NPS, complaints, resolution times, repeat-issue rates) and leading regular operating reviews with leadership.
Qualifications
- 6-10+ years in patient experience, member experience, or customer experience roles, preferably in healthcare, home health, or regulated high-stakes environments.
- Experience designing service standards and escalation processes for vulnerable or high-touch populations.
- Comfortable with hands-on work: listening to calls, reading complaints, talking to patients directly.
- Process design skills with experience building intake, triage, and resolution workflows under real volume.
- Data-literate with ability to connect patient feedback to operational and clinical metrics to identify root causes.
- Calm, empathetic communicator capable of de-escalation and coaching others.
- Experience partnering with Product, Compliance, Operations, and Clinical teams to close the feedback loop.
- In-person leader who can be based in NYC and collaborate colocated with the team.
Skills
Benefits
- Meaningful Compensation: $165,000-200,000k + equity, commensurate with experience.
- Comprehensive Health & Wellness: 100% of health insurance premium covered, dental and vision for employees and dependents.
- 401(k) plan (no company match currently).
- Career Growth: opportunities for rapid advancement.
About Verse Medical
Software platform for in-home healthcare
As healthcare costs have increased, the patient's home has become incredibly important as a site of care. Yet, patients recovering at home are highly underserved. Patients can only get better at home if they receive the high-quality care that they need reliably. The existing in-home care process involves patchwork of different vendors, all connected through faxes by nurses. We're building modern, robust software that solves this challenge and brings this market online.
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