Your Impact: How You'll Help Us Heal a Broken SystemAs our
Director of Patient Experience, you'll own how patients feel about Verse at every touchpoint from the moment care is ordered through delivery, treatment, and follow-up. Home is a vulnerable place to receive care, and the patients we serve are often navigating illness, mobility limits, and confusing paperwork all at once. You'll build the voice-of-patient infrastructure, service standards, and escalation muscle that make sure no one falls through the cracks and you'll turn what patients tell us into product, ops, and clinical improvements.
What You'll Achieve: A Glimpse into Your ContributionsWithin your first year, you will have the opportunity to:
- Build the voice-of-patient function. Stand up systematic listening across the patient journey post-delivery surveys, NPS/CSAT, call and complaint reviews and turn raw feedback into a prioritized, trackable action pipeline.
- Design the patient service model. Define the patient support tiers, SLAs, and scripts for the moments that matter most: onboarding a new patient, handling a delayed or damaged delivery, resolving a billing confusion, and de-escalating a distressed call.
- Own complaint and grievance resolution. Build the intake, triage, and root-cause process for patient complaints, including regulatory-sensitive ones, and ensure every complaint is closed with a documented resolution and no repeat pattern.
- Translate patient signal into action. Partner with Product, Clinical Operations, and Compliance to turn recurring patient pain points (order delays, confusing instructions, equipment issues) into fixes, and track whether those fixes actually moved the needle.
- Build and coach a team. Hire and develop patient experience specialists or coordinators; set a coaching cadence rooted in call and case reviews, not just metrics.
- Make patient experience visible. Implement a lightweight dashboard covering CSAT/NPS, complaint volume and resolution time, and repeat-issue rates, and run a regular operating review with leadership.
What You'll Bring: The Skills and Experience You'll LeverageWe believe that diverse experiences and backgrounds lead to better solutions. While we have an idea of what will help someone succeed in this role, we are open to being convinced by your unique story and skills. If you believe you can achieve the outcomes above, we encourage you to apply.
Core Skills & Experience:- 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 (these interactions require more care than a typical support queue).
- Comfortable being close to the work. You'll listen to calls, read complaints, and talk to patients directly, not just review dashboards.
- Process design skills. You've built intake, triage, and resolution workflows that hold up under real volume.
- Data-literate. You can connect patient feedback to operational and clinical metrics to find the real root cause, not just the symptom.
- Calm, empathetic communicator who can de-escalate a difficult conversation and coach others to do the same.
- Experience partnering cross-functionally with Product, Compliance, Operations and Clinical teams to close the loop on patient feedback.
- In-person leader. You believe colocated teamwork builds speed, quality, and coaching culture; you're excited to be in NYC with the team.
The Rewards & Reality: Compensation, Benefits & LogisticsWe believe in taking care of our team, both professionally and personally. Here's what we offer:
- Meaningful Compensation: $165,000-200,000k + equity, commensurate with experience.
- Comprehensive Health & Wellness: We cover 100% of your health insurance premium and provide access to high-quality dental and vision insurance plans for you and your dependents.
- Plan for the Future: We offer a 401(k) plan to help you save for your future. At this time, the company does not offer a 401(k) match.
- Career Growth: You'll have opportunities for rapid career advancement in a company that's at a major inflection point. We want you to grow with us.
Work Environment & Location:- This role is based in our New York City office in Chelsea. We have a hybrid model, with a requirement of 4 days per week in the office to foster collaboration and innovation.
- Please note that at this time, we are not able to provide visa sponsorship for this position. All candidates must be authorized to work in the United States.
