Patient Experience Director

We are looking for a Patient Experience Director to help us redefine the gold standard of the healthcare experience. The Patient Experience Director will play a critical role in our success.

Reporting to the VP of Patient Care, you will own the end-to-end patient journey architecture and be crucial in unifying our Care, Product, Tech, and Marketing touchpoints; helping us ensure that our patients feel supported, informed, and empowered at every step. You’ll be responsible for identifying friction in the patient funnel and executing a strategic roadmap to eliminate non-value-added time, while simultaneously architecting a vision of care that is as inspiring as it is efficient. You’ve hustled, you’ve created, you’ve implemented, and you love the intensity of a startup in high-growth mode.

The salary range for this role is $140,000-$170,000 depending on geography and level of experience, plus equity and an annual bonus.

You’re excited about this opportunity because you will...

• Own the Patient Journey Map, serving as the primary architect for every digital and human touchpoint.
• Help build a cohesive brand voice that bridges the gap between clinical care and digital product experience.
• Regularly collaborate with Senior Leadership to align patient experience strategy with organizational OKRs and KPIs.
• Identify and eliminate "non-value-added time" and friction points within the patient funnel to drive conversion.
• Dream up and deliver a world-class patient journey vision, ensuring our experience isn't just "frictionless" but is genuinely delightful and life-changing.
• Bridge silos between clinical operations and the product, tech, and marketing teams to ensure a seamless patient lifecycle.
• Drive long-term loyalty by turning complex healthcare navigation into a frictionless, intuitive, and holistic experience.

We’re excited about you because…

• You bring a rich background of patient-centric strategy and cross-functional leadership. We hope to see from you:
• Strong skills working with journey mapping tools and data-driven CX platforms.
• 10+ years of professional experience, with a significant portion in a high-growth health tech environment.
• Experience in a "three-legged stool" environment, working intimately across Operations/Patient Care, Tech/Product, and B2C Marketing/Growth.
• Track record in improving NPS and patient engagement through architectural and process changes.
• Ability to translate complex clinical workflows into simple, digestible, and engaging consumer experiences.
• Ability to operate as a high-level IC (Individual Contributor), acting as a deep domain expert who can influence without direct reports.
• Entrepreneurial and resourceful — As an early member of a startup, we need people who can find creative ways to make a big impact quickly and without much direction.
• Experience handling deadlines, keeping many balls in the air, and prioritizing work in a fast-paced, dynamic environment.

Passion for collaborating cross-functionally with sales, operations, client success, data, and product teams to ideate, complete projects, and drive impactful results.