Senior Patient Experience Manager

Job Summary

A company is looking for a Sr. Patient Experience Manager (Remote).

Key Responsibilities

• Lead frontline support teams across Billing, Complaints and Grievances, and Patient Services to enhance patient support
• Develop and implement a formal Complaints and Grievances program while supporting company-wide initiatives
• Utilize structured problem-solving and data analysis to improve service operations and patient experience

Required Qualifications

• 7+ years of experience in customer support, patient services, or member experience, with 3+ years in a leadership role
• Experience managing or building a Complaints and Grievances function in a healthcare or health tech organization
• Background in leading high-volume support teams in a regulated environment with knowledge of HIPAA and CMS guidelines
• Proficient in using data and root cause analysis to enhance service operations
• Demonstrated success in leading and coaching high-performing support teams