Patient Experience Manager

Conduit Health • New York, NY

11d • $80,000 - $130,000 • Hybrid

About The Position

Conduit Health is transforming one of the most outdated corners of post-acute care—getting essential medical equipment and supplies into patients’ homes. We’re the first vertically integrated, AI-powered platform to unite ordering, telehealth, prescriptions, insurance, and fulfillment into one seamless experience. In seconds, case managers and providers can say “yes” to patients who would otherwise wait weeks — while we handle every step behind the scenes.

We’re looking for a Patient Experience Support Manager to lead the day-to-day performance of our support operations — overseeing our BPO partner, managing escalations, driving quality, and helping us scale a best-in-class patient experience function.

This is not a traditional support management role. We’re looking for someone who can operate as both a people leader and an operator — someone comfortable jumping into escalations one minute, rebuilding workflows the next, and helping us improve systems in real time.

Because we’re still early, not everything is fully built yet. Processes evolve, priorities shift, and everyone occasionally jumps outside their lane to help patients. The people who thrive here are resourceful, low-ego, action-oriented, and excited to help build the playbook — not just follow one.

You’ll work closely with operations, clinical teams, product, and leadership to improve both support performance and the overall patient experience.

Requirements

• 3+ years of experience in customer support, patient experience, or healthcare operations roles
• 1–2+ years of experience managing people, workflows, or support operations
• Experience managing or working closely with a BPO or outsourced support team
• Familiarity with support platforms such as Intercom, Zendesk, Aircall, Five9, or similar tools
• Strong understanding of escalation management, QA programs, workforce coordination, and operational metrics
• Ability to manage high-volume support operations while balancing speed and quality
• Excellent written and verbal communication skills
• Ability to work hybrid from our NYC office 3 days per week
• Availability to support a team operating primarily in Eastern Time business hours, with occasional flexibility needed for escalations or coverage support

Nice To Haves

• Healthcare, DME, insurance, or Medicaid/Medicare experience is a plus, but not required

Responsibilities

• Oversee BPO Operations: Serve as the primary point of contact for our outsourced support partner — managing SLAs, staffing alignment, performance, and day-to-day operational health.
• Drive Daily Team Performance: Monitor queue activity, response times, resolution rates, and patient experience metrics across phone, SMS, and email. Step in proactively when performance drifts.
• Own Escalation Management: Investigate and resolve complex or sensitive patient issues with urgency, empathy, and strong judgment.
• Build and Improve QA Programs: Audit interactions, identify trends, coach team members, and continuously improve support quality.
• Develop Your Team: Support the growth of agents and team leads through feedback, coaching, accountability, and hands-on leadership.
• Improve Processes: Build SOPs, escalation paths, workflows, and knowledge base documentation that help the team move faster and deliver more consistent support.
• Track Operational Metrics: Analyze support KPIs including CSAT, QA scores, escalation rates, response times, and resolution performance to drive operational improvements.
• Partner Cross-Functionally: Work closely with Clinical Operations, Fulfillment, Product, and Leadership to surface recurring issues and improve the patient journey.
• Roll Up Your Sleeves: Jump into tickets, escalations, operational gaps, or workflow issues when needed. No task is beneath you.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed