Director of Patient Experience

Verse Medical•New York, NY

2d•$165,000 - $200,000•Hybrid

About The Position

Verse Medical is a well-funded Series C company aiming to modernize the healthcare industry's infrastructure, which currently relies on outdated methods like faxes and phone tags for coordinating patient care at home. The company's platform connects providers, payors, and patients to ensure reliable, high-quality care delivery in patients' homes. Verse Medical is seeking driven individuals to join their fast-growing team and contribute to their mission of healing a fragmented system.

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 a vulnerable or high-touch population.
Willingness to be closely involved in the work, including listening to calls, reading complaints, and speaking directly with patients.
Proficiency in process design, including building intake, triage, and resolution workflows.
Data literacy to connect patient feedback with operational and clinical metrics for root cause analysis.
Calm, empathetic communication skills, with the ability to de-escalate difficult conversations and coach others.
Experience partnering cross-functionally with Product, Compliance, Operations, and Clinical teams.
Excitement to be in NYC with the team, believing that colocated teamwork builds speed, quality, and coaching culture.

Responsibilities

Build the voice-of-patient function, establishing systematic listening across the patient journey (post-delivery surveys, NPS/CSAT, call and complaint reviews) and transforming feedback into a prioritized action pipeline.
Design the patient service model, defining support tiers, SLAs, and scripts for critical moments like patient onboarding, delivery issues, billing confusion, and de-escalating distressed calls.
Own complaint and grievance resolution, building intake, triage, and root-cause processes for all patient complaints, including regulatory-sensitive ones, ensuring documented resolutions and preventing repeat issues.
Translate patient signal into action by partnering with Product, Clinical Operations, and Compliance to implement fixes for recurring patient pain points and track their impact.
Build and coach a team of patient experience specialists or coordinators, establishing a coaching cadence focused on call and case reviews.
Implement a lightweight dashboard to track key patient experience metrics (CSAT/NPS, complaint volume and resolution time, repeat-issue rates) and conduct regular operating reviews with leadership.