Patient Experience Manager

About the role

We're looking for a Patient Experience Support Manager to lead our support operations. This includes overseeing our BPO partner, managing escalations, driving quality, and scaling a best-in-class patient experience function.

Responsibilities

• Lead Patient Support Operations: Own day-to-day support performance across phone, SMS, email, and chat, including queue health, response times, resolution rates, and patient experience metrics.
• Oversee BPO Performance: Manage our outsourced support partner, including SLAs, staffing alignment, quality, accountability, and overall operational health.
• Own Escalations and QA: Resolve complex patient issues with urgency and empathy while improving QA programs, coaching, and support quality standards.
• Create and Improve Scalable Support Systems: Develop SOPs, escalation paths, workflows, knowledge bases, and documentation that help the team move faster and deliver more consistent support.
• Advance AI-Enabled Operations: Build and optimize AI-powered workflows, voice AI, automation systems, knowledge management infrastructure, and agentic support experiences across patient channels.
• Partner Cross-Functionally: Work with Operations, Clinical, Product, Engineering, and Leadership teams to surface recurring issues, improve processes, and scale the Patient Experience function.

Qualifications

• 3+ years of experience in customer support, patient experience, healthcare operations, or related operational roles.
• Experience managing support teams, workflows, escalations, and operational performance in high-volume environments.
• Familiarity with BPO/vendor management and support platforms such as Intercom, Zendesk, Aircall, or similar tools.
• Strong operational judgment with experience balancing speed, quality, patient experience, and team performance.
• Excellent written and verbal communication skills.
• Experience with AI-enabled support tools, workflow automation, conversational AI, or agentic systems is a plus.
• Healthcare, DME, insurance, or Medicaid/Medicare experience is a plus, but not required.
• Ability to work hybrid from our NYC office 3 days per week, with flexibility to support escalations or operational coverage as needed.