Senior Manager of Patient Experience

Revelation Pharma LLC• US,

3h•$135,000 - $165,000

About The Position

The Senior Manager of Patient Experience will own the end-to-end patient experience strategy for the Evergreen Telehealth platform, serving as the voice of the patient across the organization. You will build and run the voice-of-the-patient program — including Net Promoter Score (NPS), satisfaction surveys, and closed-loop feedback — and translate what patients tell us into prioritized improvements. You will map and continuously improve the patient journey from sign-up and onboarding through visits, fulfillment, and ongoing engagement; own non-clinical patient communications and retention programs; and manage the formal complaints and grievance process. Working as a peer to the Senior Manager of Operations, who owns day-to-day patient support, the outsourced support partner, and pharmacy fulfillment, you will partner closely with Operations, product, engineering, compliance, and the collaborating medical group to remove friction and deliver a consistently excellent patient experience. This role begins as a hands-on individual contributor position with the opportunity to build a patient experience team as the platform scales.

Requirements

5+ years of patient experience, customer experience, or CX program management experience, including 2+ years leading cross-functional programs; healthcare, telehealth, or direct-to-consumer subscription experience strongly preferred.
Demonstrated experience building voice-of-the-customer or NPS programs from the ground up, including survey design, closed-loop feedback, and insight reporting.
Experience with journey mapping, service design, and onboarding optimization in a high-growth environment.
Experience with lifecycle communications (email, SMS, in-app) and retention or churn analysis; familiarity with consent and messaging regulations (e.g., TCPA, CAN-SPAM) a plus.
Experience managing complaints or grievance processes in a regulated environment strongly preferred.
Proficiency with survey and feedback platforms, CRM tooling, and analytics or BI tools; comfort using data to drive decisions.
Working knowledge of HIPAA and the handling of protected health information in a patient-facing environment.
Strong written and verbal communication skills; ability to tell compelling stories with data and influence without direct authority; high empathy for patients.
Bachelor’s degree required; Master’s degree preferred.
Proficient in using a computer and related equipment.
Ability to sit or stand for extended periods.
Effective communication skills via video conference, telephone, and email.
Capable of lifting up to 40 pounds as needed.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Nice To Haves

healthcare, telehealth, or direct-to-consumer subscription experience strongly preferred.
familiarity with consent and messaging regulations (e.g., TCPA, CAN-SPAM) a plus.
Experience managing complaints or grievance processes in a regulated environment strongly preferred.
Master’s degree preferred.

Responsibilities

Design, launch, and own the voice-of-the-patient program, including NPS, customer satisfaction (CSAT), and customer effort surveys at key journey moments (e.g., post-onboarding, post-visit, post-delivery), as well as ratings and reviews, patient interviews, and other feedback channels.
Synthesize quantitative and qualitative feedback into clear, actionable insights, and deliver recurring voice-of-the-patient reporting to the SVP of Operations and leadership with prioritized recommendations.
Build and manage closed-loop feedback processes so that detractor and at-risk patient feedback is followed up on in a timely manner and that resulting improvements are tracked and communicated back to patients where appropriate.
Map and maintain the end-to-end patient journey — from sign-up, intake, and visit scheduling through prescription fulfillment, delivery, refills, and ongoing engagement — identifying friction points, drop-off, and moments that matter.
Own the patient onboarding experience, including account setup, intake guidance, first-visit preparation, and first-shipment expectations, with the goal of improving onboarding completion and reducing early drop-off.
Establish patient experience standards and service blueprints that define what a great experience looks like at each stage of the journey, and partner with owning teams to implement them.
Own the strategy, voice, and standards for non-clinical patient communications across email, SMS, and in-app channels, including welcome and onboarding messaging, appointment reminders, order and shipping updates, refill reminders, and account notices.
Partner with compliance, legal, and the collaborating medical group to ensure communications are accurate, HIPAA-appropriate, and consistent with consent and opt-out requirements, and that any content touching on clinical topics is reviewed and approved by the collaborating medical group.
Analyze retention, churn, and cancellation drivers, and design engagement, save, and win-back programs that address service, access, and experience-related reasons patients leave.
Own the cancellation and offboarding experience, including exit surveys and feedback capture, and ensure that retention initiatives do not influence clinical decisions, encourage continuation of any specific treatment, or offer incentives tied to prescriptions or medication orders.
Own the formal patient complaints and grievance process, including intake, classification, documentation, acknowledgment and resolution timelines, tracking, and trend reporting; this process is distinct from, and coordinated with, day-to-day support escalations owned by the Senior Manager of Operations.
Route complaints and grievances to the appropriate owners — clinical care and provider conduct concerns to the collaborating medical group, privacy concerns to the privacy officer, and billing disputes to finance — and coordinate with compliance and legal on complaints received from regulators or external agencies.
Maintain complete and accurate grievance records to support audits, partner reviews, and regulatory inquiries.
Partner closely with the Senior Manager of Operations to translate patient insights into updates to the support playbook, training, and quality assurance programs for internal and outsourced support teams, and to align on shared metrics and feedback tagging taxonomies.
Collaborate with Operations on improvements to the pharmacy fulfillment and delivery experience (e.g., delivery communications, packaging, and exception handling) and on provider scheduling and access issues surfaced through patient feedback.
Define, track, and report on patient experience KPIs — including NPS, CSAT, customer effort, onboarding completion, time to first visit, retention and churn, complaint volume, and grievance resolution time — and maintain an experience dashboard for leadership.
Conduct root cause analyses on recurring experience issues, build business cases for improvement initiatives, and measure the impact of changes over time.
Serve as the patient advocate with product, engineering, design, marketing, compliance, and the collaborating medical group’s clinical operations staff, bringing patient insights into roadmap prioritization, usability research, and feature launches.
Partner with engineering and Operations on the AI-assisted support experience from a patient perspective, including conversation tone and design, patient sentiment, and feedback on automated interactions.
Operate as a hands-on individual contributor at launch; as the platform scales, define the case for and build a patient experience team (e.g., experience analysts, communications specialists, or grievance coordinators), including hiring, onboarding, and development.
Ensure patient experience programs — including surveys, feedback collection, communications, and grievance records — comply with applicable privacy and security requirements, including HIPAA-appropriate and minimum-necessary handling of protected health information and de-identification in reporting where appropriate.
Adhere to all applicable local, state, and federal regulations, company policies, and the terms of the arrangements governing Evergreen Telehealth’s relationship with the collaborating medical group and pharmacy partners.