Founding Lead, Patient Experience
About The Position
We’re looking for a Founding Lead, Patient Experience to build and run the first scalable version of our patient operation and care navigation function—the people, processes, and tooling that power the day-to-day patient journey (intake → triage → follow-ups → escalations). This role is designed for someone ready to own a function and build the operating system behind it: workflows, escalation paths, coverage models, quality programs, training, documentation, and metrics. You’ll partner closely with Product, Ops, and Clinical to make patient support more reliable, consistent, and efficient as we grow. This is a hands-on, systems-building, player-coach role. You’ll stay close to the frontline—working cases and handling escalations—to keep a pulse on what patients need and where operations break. At the same time, you’ll spend a meaningful portion of your time designing repeatable processes and building team rhythms that scale.
Requirements
- 5–9 years of experience in patient support, care navigation, healthcare operations, or support operations (healthcare strongly preferred)
- Experience leading as a team lead / manager and coaching others
- Strong systems thinking: you can translate ambiguity into workflows, docs, and metrics
- Comfortable staying hands-on while building repeatable operations
- Clear communicator with strong judgment in sensitive situations
- Collaborative partner across Product, Ops, and Clinical teams
- Energized by early-stage environments and building from scratch
- Strong POV on how the latest AI tooling can shape a patient experience.
Nice To Haves
- Startup or high-growth experience
- Familiarity with Zendesk / HubSpot / Intercom (or similar)
- Experience with workflow automation or support analytics
Responsibilities
- Own day-to-day patient support and care navigation operations, including intake, triage, follow-ups, and escalation management
- Build and iterate the support operating model: routing and handoffs, coverage planning, queue management, case standards, escalation paths
- Create the playbook: SOPs, scripts, macros, documentation, and clear decision trees for the team
- Establish quality and coaching systems: onboarding, training, QA reviews, calibration, feedback loops
- Lead and grow a small team: hiring, onboarding, scheduling/coverage, performance coaching
- Establish clear KPIs (CSAT, Missed Call %, First Response Time, Resolution Rate) and use them to drive excellence
- Partner with Product to improve tooling and automation (workflows, routing, templates/macros, internal systems) to reduce manual work and increase consistency
- Partner with Clinical and Ops to ensure workflows are safe, compliant, and operationally sound
- Partner with Fulfillment to close the loop on patient feedback and improve overall experience
Benefits
- Founding ownership with room to grow into a true Head-of role
- High-trust environment and meaningful autonomy
- Competitive compensation, equity, and benefits
- Hybrid work environment (NYC-based team)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
