Patient Experience Manager

🕒 May 16

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Conduit Health

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

⚕️ Healthcare Insurance

👥 B2C

🤝 B2B

Healthcare Insurance • B2C • B2B

Conduit Health is a healthcare access startup that simplifies delivery of essential durable medical equipment and supplies to patients at home. It verifies insurance eligibility (Medicare, Medicaid, commercial plans), connects patients with licensed clinicians via telehealth for prescriptions, and manages end-to-end fulfillment and monthly resupply so patients receive supplies with no out-of-pocket cost. Conduit also partners with health organizations to integrate DME fulfillment into their care workflows and reduce administrative burden.

📋 Description

• Oversee BPO Operations: Serve as the primary point of contact for our outsourced support partner — managing SLAs, staffing alignment, performance, and day-to-day operational health. • Drive Daily Team Performance: Monitor queue activity, response times, resolution rates, and patient experience metrics across phone, SMS, and email. Step in proactively when performance drifts. • Own Escalation Management: Investigate and resolve complex or sensitive patient issues with urgency, empathy, and strong judgment. • Build and Improve QA Programs: Audit interactions, identify trends, coach team members, and continuously improve support quality. • Develop Your Team: Support the growth of agents and team leads through feedback, coaching, accountability, and hands-on leadership. • Improve Processes: Build SOPs, escalation paths, workflows, and knowledge base documentation that help the team move faster and deliver more consistent support.

🎯 Requirements

• 3+ years of experience in customer support, patient experience, or healthcare operations roles • 1–2+ years of experience managing people, workflows, or support operations • Experience managing or working closely with a BPO or outsourced support team • Familiarity with support platforms such as Intercom, Zendesk, Aircall, Five9, or similar tools • Strong understanding of escalation management, QA programs, workforce coordination, and operational metrics • Excellent written and verbal communication skills

🏖️ Benefits

• Health insurance • Professional development opportunities • Flexible work arrangements