Head of Patient Experience

About Conduit Health

Conduit Health is transforming how Durable Medical Equipment (DME) and supplies are accessed through insurance. Our mission is to simplify life for patients and care providers by removing friction from the home healthcare experience.

We work with Medicaid and Medicare patients, caregivers, case managers, and homecare agencies to ensure patients receive the equipment and supplies they need — fast, covered, and stress-free.

We’re a venture-backed startup based in New York, growing rapidly after our Series A, and are building a best-in-class management team to deliver exceptional patient care at scale.

The Role

We’re hiring a Head of Patient Experience — a senior, cross-functional leader responsible for designing and managing every touchpoint a patient or caregiver has with Conduit Health.

This role goes beyond inbound support. You’ll own the end-to-end voice of the patient: from the first ad they see, through telehealth consultations, insurance navigation, fulfillment, and post-delivery engagement. You’ll build and lead a high-performing care navigation team, develop processes and tools that reflect empathy and precision, and partner with Product, Operations, and Marketing to ensure our patient experience is industry-defining.

You are equal parts operator, builder, and advocate — passionate about combining human care with digital scalability. You’ll sit at the intersection of support, operations, and brand, shaping how Conduit Health earns trust and loyalty from patients and partners alike.

What You’ll Do

1. Own the Patient Experience End-to-End

• Define the vision, systems, and standards for all patient and caregiver interactions — across phone, email, SMS, and web.
  

• Represent the patient’s voice across teams, influencing marketing, product design, clinical interactions, and fulfillment communications.
  

• Build Conduit’s patient experience philosophy: empathy, speed, and clarity.
  

2. Build and Lead the Care Navigation Team

• Build an in-house, high-acuity patient navigation team.
  

• Hire, train, and manage team leads, agents, and QA specialists to handle inquiries, missed telehealth calls, scheduling issues, and insurance questions.
  

• Establish clear KPIs (CSAT, Missed Call %, First Response Time, Resolution Rate) and use them to drive excellence.
  

3. Own Necessary Outbound That Hasn’t Been Automated

• In addition to reactive support, own proactive outreach programs—calling patients to schedule telehealth visits, resolve coverage issues, and follow up on missing documentation.
  

• Balance empathetic inbound service with high-output outbound efficiency—ensuring both functions share the same training, QA, and unified patient experience philosophy.
  

• Drive productivity and scheduling discipline: Design call cadence, queue management, and performance dashboards for outbound efficiency (e.g., 20–30 appointments/day per agent, sales style) while maintaining warmth and trust in every interaction.
  

3. Design Scalable, Modern Support Infrastructure

• Oversee tooling and systems (Zendesk, Aircall, HubSpot, etc.) — from ticketing structure to knowledge management.
  

• Partner with Tech and Product to implement automation (AI agents, IVR redesign, chatbots, etc.) that reduce manual work and enhance satisfaction.
  

• Build the Knowledge Base and self-service tools that empower patients to find answers without calling.
  

4. Bridge Patient Insight into Company Strategy

• Conduct patient and caregiver research to identify needs, pain points, and opportunities.
  

• Partner with Product, Marketing, and Operations to turn insights into action.
  

• Ensure all messaging (email templates, call scripts, notifications) reflects the patient voice and aligns with Conduit’s brand and values.
  

5. Strengthen Internal Collaboration

• Work closely with Product (on digital onboarding), Marketing (on patient communication tone), Clinical (on telehealth experience), and Fulfillment (on order visibility).
  

• Create alignment so every team member who touches a patient — from intake to delivery — delivers a consistent, compassionate experience.
  

6. Lead with Ownership

• Operate as a senior leader within the company, reporting directly to the CEO or COO.
  

• Sit on the management team, contributing to company-wide priorities and resource planning.
  

• Champion continuous improvement, patient satisfaction, and operational excellence as key business levers.
  

Who You Are

• Experienced Operator: 6–10 years in patient experience, customer success, or care operations; at least 3 in leadership roles. Backgrounds from healthcare tech (Row, Stride, Quartet, etc.) are ideal.
  

• Builder Mindset: You’ve built or restructured patient-facing teams and systems — not just managed them.
  

• Empathetic Communicator: You instinctively understand patient frustration and design systems that make them feel cared for.
  

• Tech Fluent: Strong command of tools like Zendesk, HubSpot, Aircall, and Assembled, plus experience implementing automation or AI support features.
  

• Cross-Functional Leader: Comfortable collaborating across Product, Ops, Marketing, and Clinical to align on shared goals.
  

• Mission-Aligned: You’re motivated by improving healthcare access for elderly, disabled, or low-income populations.
  

Why This Role Matters

In the DME space, experience is the product.

Patients can get a wheelchair anywhere — but Conduit wins on ease, empathy, and trust. The Head of Patient Experience ensures every family feels supported, every question is answered, and every process is designed around the people we serve.

Compensation & Benefits

• Competitive salary and equity.
  

• Unlimited PTO + 9 company holidays.
  

• Hybrid work model (3 in-office days/week in NYC).
  

• Full medical, dental, and vision benefits.
  

• Opportunity to shape one of the most patient-centered brands in healthcare.
  

Example First-Year Milestones

1. 0–3 Months: Audit existing support and communication systems, hire initial team leads, implement foundational Zendesk + Aircall rebuild.
   

2. 3–6 Months: Launch in-house care navigation team; deploy first Knowledge Base and AI triage workflows.
   

3. 6–12 Months: Achieve 90%+ CSAT, <10% missed call rate, and create a unified patient experience framework that spans telehealth, marketing, and fulfillment.