Patient Experience Director

Carrum Health•,

6h•Remote

About The Position

At Carrum, we are transforming how we pay for, deliver and experience healthcare. We are looking for a Patient Experience Director to help us redefine the gold standard of the healthcare experience. The Patient Experience Director will play a critical role in our success. Reporting to the VP of Patient Care, you will own the end-to-end patient journey architecture and be crucial in unifying our Care, Product, Tech, and Marketing touchpoints; helping us ensure that our patients feel supported, informed, and empowered at every step. You’ll be responsible for identifying friction in the patient funnel and executing a strategic roadmap to eliminate non-value-added time, while simultaneously architecting a vision of care that is as inspiring as it is efficient. You’ve hustled, you’ve created, you’ve implemented, and you love the intensity of a startup in high-growth mode.

Requirements

Strong skills working with journey mapping tools and data-driven CX platforms.
10+ years of professional experience, with a significant portion in a high-growth health tech environment.
Experience in a "three-legged stool" environment, working intimately across Operations/Patient Care, Tech/Product, and B2C Marketing/Growth.
Track record in improving NPS and patient engagement through architectural and process changes.
Ability to translate complex clinical workflows into simple, digestible, and engaging consumer experiences.
Ability to operate as a high-level IC (Individual Contributor), acting as a deep domain expert who can influence without direct reports.
Entrepreneurial and resourceful — As an early member of a startup, we need people who can find creative ways to make a big impact quickly and without much direction.
Experience handling deadlines, keeping many balls in the air, and prioritizing work in a fast-paced, dynamic environment.
Passion for collaborating cross-functionally with sales, operations, client success, data, and product teams to ideate, complete projects, and drive impactful results.

Responsibilities

Own the Patient Journey Map, serving as the primary architect for every digital and human touchpoint.
Help build a cohesive brand voice that bridges the gap between clinical care and digital product experience.
Regularly collaborate with Senior Leadership to align patient experience strategy with organizational OKRs and KPIs.
Identify and eliminate "non-value-added time" and friction points within the patient funnel to drive conversion.
Dream up and deliver a world-class patient journey vision, ensuring our experience isn't just "frictionless" but is genuinely delightful and life-changing.
Bridge silos between clinical operations and the product, tech, and marketing teams to ensure a seamless patient lifecycle.
Drive long-term loyalty by turning complex healthcare navigation into a frictionless, intuitive, and holistic experience.