Patient Experience Manager

Job Description

Job Description

About OurView Health:

OurView Health is a rapidly growing telehealth company focused on making personalized healthcare more accessible, straightforward, and patient-centered. As we continue to grow, the patient experience is becoming an increasingly important part of our operation. We are looking for someone who can provide an exceptional experience for the patients we serve today while also helping build the systems, processes, and team we will need tomorrow.

About the Role:

This is not a traditional customer service position. We are looking for a hands-on operator who wants to take ownership of the patient experience function at a growing company.

Initially, you will spend a significant portion of your time directly supporting patients through phone, text, email, and other communication channels. You will help resolve questions related to orders, prescriptions, refills, payments, shipping, and the overall patient journey. But answering patients is only part of the job. We want someone who notices patterns, identifies problems, develops solutions, improves workflows, creates processes, and constantly asks, "How can we make this better?" As OurView grows, this position has the opportunity to evolve from personally managing patient communication into building and leading a scalable Patient Experience team.

What You'll Own:

• Manage and respond to inbound patient communication across phone, SMS, email, and other support channels.
• Take ownership of patient issues from initial contact through resolution.
• Coordinate with internal teams, pharmacies, provider partners, and other stakeholders when necessary to resolve patient concerns.
• Identify recurring patient questions, complaints, friction points, and operational problems.
• Develop solutions that reduce unnecessary patient contacts and improve the overall experience.
• Create and maintain SOPs, scripts, escalation procedures, training materials, and internal knowledge resources.
• Help develop automation for repetitive workflows and patient communication.
• Track key Patient Experience metrics such as response time, resolution time, unresolved issues, cancellations, common contact reasons, and patient satisfaction.
• Analyze patient conversations to identify opportunities to improve the website, checkout process, communication, products, and overall patient journey.
• Proactively bring operational problems and recommended solutions to leadership.
• Help determine staffing needs as patient volume grows.
• Eventually recruit, train, manage, and develop additional Patient Experience team members.
• Build a Patient Experience operation capable of supporting significantly more patients than we serve today.

What We're Looking For:

We care less about having a specific number of years in customer service and more about how you think and operate.

• Highly driven and self-motivated.
• Extremely organized and dependable.
• Comfortable taking ownership without waiting for detailed instructions.
• An excellent communicator, both verbally and in writing.
• Able to remain calm and professional with frustrated patients.
• Naturally curious about why problems happen.
• Someone who looks for permanent solutions instead of repeatedly fixing the same problem.
• Comfortable working in a fast-moving environment where processes are still being built.
• Technologically capable and quick to learn new software.
• Comfortable working with data and performance metrics.
• Willing to be hands-on while simultaneously thinking strategically.
• Excited by the opportunity to build a department rather than simply inherit one.

You'll Probably Love This Role If:

You've ever found yourself saying...

• "I noticed we kept getting the same question, so I figured out why."
• "There had to be a better way to do this."
• "I built a process for that."
• "I started tracking it so we could understand what was happening."
• "I automated part of the workflow."
• "Here's the problem, and here's what I think we should do about it."

We are looking for someone who creates solutions, not simply someone who follows processes.

What Success Looks Like:

During your first several months, success would mean:

• Becoming deeply familiar with the OurView patient journey.
• Confidently managing day-to-day patient communication.
• Building a strong understanding of the most common reasons patients contact us.
• Improving documentation, scripts, workflows, and escalation procedures.
• Identifying friction points that can be eliminated or automated.
• Establishing meaningful Patient Experience reporting and KPIs.
• Developing a clear plan for how the department should scale as patient volume increases.

Long term, success means creating a Patient Experience operation that can grow alongside the company without sacrificing responsiveness or quality of care.

Growth Opportunity:

This role is intended to grow.

A successful person in this position could ultimately progress into broader leadership of the Patient Experience organization as the company expands.

Ex: Patient Experience Manager > Senior Manager or Head of Patient Experience > Director of Patient Experience

Minimum Qualifications:

• Experience owning and improving processes and workflows
• Strong written and verbal communication skills
• Experience handling customer or patient escalations
• Highly organized and able to manage multiple priorities
• Comfortable working with technology, reporting, and basic KPIs
• Ability to work independently, identify problems, and drive solutions

Preferred Qualifications:

• 3+ years of experience in customer experience, patient experience, customer success, operations, or a similar high-volume service environment.
• Previous team lead or management experience.
• Experience building SOPs, training materials, and escalation processes.
• Experience hiring, training, or developing customer-facing teams.
• Healthcare, telehealth, pharmacy, e-commerce, startup, or high-growth experience.
• Experience with CRM, customer support, or automation platforms.
• Experience scaling a customer or patient experience function as volume increased.
• No specific degree requirement.