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Salary: USD 165,000 - 200,000 / annual
Verse Medical is a Series C healthtech company (backed by General Catalyst, SignalFire, and Sapphire Ventures) building modern software infrastructure to coordinate care for patients at home. The company's platform connects providers, payors, and patients to deliver hospital-quality care in home settings.
As Director of Patient Experience, you will own how patients experience Verse across the entire care journey—from order placement through delivery, treatment, and follow-up. You will build the voice-of-patient infrastructure, service standards, and escalation processes to ensure no patient falls through the cracks, and translate patient feedback into product, operations, and clinical improvements.
Key responsibilities include:
- Build the voice-of-patient function by establishing systematic listening mechanisms across the patient journey (post-delivery surveys, NPS/CSAT, call and complaint reviews) and converting raw feedback into a prioritized, trackable action pipeline.
- Design the patient service model, defining support tiers, SLAs, and scripts for critical moments: patient onboarding, handling delayed or damaged deliveries, resolving billing confusion, and de-escalating distressed calls.
- Own complaint and grievance resolution, building intake, triage, and root-cause processes for patient complaints (including regulatory-sensitive ones) with documented resolutions and pattern tracking.
- Translate patient signal into action by partnering with Product, Clinical Operations, and Compliance to convert recurring pain points (order delays, confusing instructions, equipment issues) into fixes and measure impact.
- Build and coach a team of patient experience specialists or coordinators, establishing a coaching cadence rooted in call and case reviews.
- Make patient experience visible by implementing a dashboard covering CSAT/NPS, complaint volume and resolution time, repeat-issue rates, and running regular operating reviews with leadership.
The company values transparency, speed of iteration, focused intensity balanced with sustainability, and deep empathy for customers. You will be expected to be close to the work—listening to calls, reading complaints, and talking directly to patients, not just reviewing dashboards.
REQUIREMENTS:
- 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 vulnerable or high-touch populations
- Comfortable being hands-on with calls, complaints, and direct patient conversations
- Strong process design skills (intake, triage, resolution workflows at scale)
- Data literacy to connect patient feedback to operational and clinical metrics
- Calm, empathetic communicator skilled at de-escalation and coaching
- Cross-functional partnership experience with Product, Compliance, Operations, and Clinical teams
- Preference for in-person leadership; excited to be based in NYC with the team
- Must be authorized to work in the United States (no visa sponsorship available)
