Founding Lead, Patient Experience

Conduit Health•New York City, NY

20d•Hybrid

About The Position

About Conduit Health Conduit Health is transforming how Durable Medical Equipment (DME) and supplies are accessed through insurance. Our mission is to simplify life for patients and care providers by removing friction from the home healthcare experience. We work with Medicaid and Medicare patients, caregivers, case managers, and homecare agencies to ensure patients receive the equipment and supplies they need — fast, covered, and stress-free. We’re a venture-backed startup based in New York, growing rapidly after our Series A, and are building a best-in-class management team to deliver exceptional patient care at scale. The Role 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. How You’ll Work 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. What Success Looks Like Within the first 3–6 months: A clear, reliable support workflow exists end-to-end, including escalation paths and ownership The team has a strong playbook, training, and QA process that ensures quality is consistent Metrics and reporting provide visibility into performance and improvement areas Operational friction decreases and patients get faster, more reliable support that surprises and delights The function is set up to scale (and this role can grow into Head of over time)

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