Patient Experience Director
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Job Description
Patient Experience Director at Carrum Health focusing on enhancing the gold standard of healthcare experience. Leading patient journey efforts across care, product, tech, and marketing teams.
Responsibilities:
- 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.
Requirements:
- 10+ years of professional experience
- Strong skills working with journey mapping tools and data-driven CX platforms.
- 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.
Benefits:
- Stock option plan
- Flexible schedules and remote work
- Chicago and San Francisco offices available
- Self-managed vacation days, within reason
- Paid parental leave
- Health, vision, and dental insurance
- 401K retirement plan
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