ROLE OVERVIEW The Head of Patient Solutions is responsible for defining and executing the strategy that simplifies how patients discover, access, and engage with LifeStance services. Product leader will oversee a cross-functional portfolio that bridges Product, Design, Operations, and Technology, ensuring that patient-facing systems and workflows work together cohesively.
Consistent with LifeStance's values, every member of the LifeStance team is expected to support each other and the mission, which may mean participating in projects and initiatives and performing functions and responsibilities not specifically outlined in this job description.
COMPENSATION: $200,000 - $230,000/annually in addition to a competitive bonus plan
KEY RESPONSIBILITIES- Lead a multi-year roadmap for patient experience improvements across systems, processes, and digital products. Including the following areas of focus:
- Access & Scheduling: Online scheduling, appointment availability optimization, and referral intake.
- Digital Engagement: Patient portal, mobile experience, and communications (SMS/email reminders, telehealth links).
- Intake & Onboarding: Streamlined digital forms, pre-visit workflows, and consent management.
- Billing & Payments: Transparent patient billing experiences and digital payment options.
- Experience & Feedback: Measurement of NPS, satisfaction, and digital adoption to drive continuous improvement.
- Partner with the Product & Experience teams to align on requirements, design standards, and delivery sequencing.
- Establish and report on KPIs, including patient NPS, scheduling conversion, no-show rates, portal adoption, and payment completion.
- Champion accessibility and equity in care delivery through digital and operational design.
- Build and mentor a team focused on patient experience analytics, UX research, and digital enablement.
- Launch an integrated backlog with Engineering, establishing SLAs and clear ownership for top provider-impact items.
- Act as one of the key product evangelists as the organization matures it's SDLC and product development practices.
- Establish governance for patient-facing technology prioritization, with a balance of quick wins and strategic investments.
REQUIREMENTS- Qualified candidates must be legally authorized to be employed in the United States
- Demonstrates awareness, inclusivity, sensitivity, humility, and experience in working with individuals from diverse ethnic backgrounds, socioeconomic statuses, sexual orientations, gender identities, and other various aspects of culture.
PREFERRED SKILLS AND KNOWLEDGE- Experience: 10+ years of leadership in healthcare operations, digital experience, or patient access/product roles, ideally within behavioral health or multi-site provider organizations.
- Direct experience in leading full cycle product development from idea to production release and management.
- Experience in building and scaling high-performance product teams within a large healthcare organization.
- Education: Bachelor's degree required; advanced degree (MBA, MHA, or related) preferred.
- Proven track record leading large-scale digital transformation or access improvement initiatives.
- Deep understanding of patient access workflows, scheduling systems, EHR integrations (Athena experience preferred), and patient engagement technology.
- Strong cross-functional leadership and stakeholder management skills
PHYSICAL REQUIREMENTS- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to sit, stand, bend, talk and hear. The employee is frequently required to walk. The employee must be able to lift and/or move objects up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
LifeStance provides the compensation range and benefits that it in good faith believes it might pay and/or offer for this position. LifeStance reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law.
#LI-Remote
#LI-BA1
