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Verse

Director of Patient Experience

Verse

. Own the patient experience across care ordering, delivery, treatment, and follow-up .

Posted 10/5/2026full-timeNew York City • New York • United StatesLead💰 $165,000 - $200,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in patient experience management, including designing service standards, escalation processes, and resolution workflows. Proven ability to analyze patient feedback and connect it to operational and clinical metrics while coaching teams to enhance patient interactions.

Highest-signal resume keywords
Patient Experience ManagementService Standards DesignProcess Design SkillsPatient Feedback AnalysisCoaching and De-escalation

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Intake Process DesignTriage Process DesignResolution Workflow DesignComplaint ResolutionPatient Interaction Scripts
Soft Skills
Listening SkillsCoaching SkillsDe-escalation Skills
Tools & Technologies
CSAT/NPS DashboardsPatient Experience Operating Reviews
Industry Keywords
HealthcareHome HealthCustomer ExperienceHigh-Stakes EnvironmentRegulated Consumer Environment

About the role

Key responsibilities & impact
  • Own the patient experience across care ordering, delivery, treatment, and follow-up
  • Build systematic voice-of-patient listening through post-delivery surveys, NPS/CSAT, call reviews, and complaint reviews
  • Convert patient feedback into a prioritized and trackable action pipeline
  • Define patient support tiers, SLAs, and scripts for key patient interactions
  • Build intake, triage, root-cause, and resolution processes for complaints and grievances
  • Ensure complaints receive documented resolutions and recurring issues are addressed
  • Partner with Product, Clinical Operations, and Compliance to turn patient pain points into improvements
  • Hire and develop patient experience specialists or coordinators
  • Establish coaching through call and case reviews
  • Implement dashboards for CSAT/NPS, complaint volume, resolution time, and repeat-issue rates
  • Run regular patient-experience operating reviews with leadership

Requirements

What you’ll need
  • 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
  • Comfortable listening to calls, reading complaints, and talking directly with patients
  • Process design skills, including intake, triage, and resolution workflows
  • Ability to connect patient feedback to operational and clinical metrics
  • Ability to de-escalate difficult conversations and coach others
  • Experience partnering with Product, Compliance, Operations, and Clinical teams
  • Willingness to work in person in NYC with the team
  • Authorized to work in the United States
  • No visa sponsorship available

Benefits

Comp & perks
  • Equity
  • 100% coverage of health insurance premium
  • Dental and vision insurance for employee and dependents
  • 401(k) plan without company match
  • Opportunities for rapid career advancement
  • Hybrid work model