Manager of Patient Experience

The mission of the role:

Our purpose at Woven Care is two-fold: delivering exceptional results for our patients and building an environment where the best people can thrive. We are in the business of human potential. We are reimaging health care delivery for our patients, which requires reimagining our back-office operations. To be successful in this role, you must love people, customer service, and process improvement. You have a passion for technology and data, simplifying and increasing the efficiency of processes, and believe in your heart of hearts that the sky is the limit. When you’ve set a goal, you fly (and inspire those who work with you to do so as well).  

Core Responsibilities:

Patient Experience Leadership (50%)

• Optimize the patient onboarding experience
• Lead and develop our internal patient intake team
• Develop and support customer service focused training for our in-clinic teams
• Measure our family net promoter score; execute a strategy to improve it
• Develop systems to measure our patient retention; execute a strategy to improve it

 Strategic Projects (50%)

These will vary depending on the needs of the business. Sample projects might include:

• Create comprehensive patient journey-tracking systems with measurable outcomes
• Design and implementing premium patient experiences that drive retention
• Build systems to achieve industry-leading patient engagement rates (target: sub-15% cancellation rate)
• Develop HIPAA-compliant AI solutions to enhance patient communication and service delivery

Who you are:

• A leader who inspires teams to achieve ambitious goals and loves to win
• A technology-savvy problem solver who thrives on process optimization
• Passionate about customer service excellence and innovation
• Data-driven with strong analytical capabilities
• Experienced in managing cross-functional projects with measurable outcomes
• 3-8 years of work experience; requires a college degree.
• Experience in health care and/or operations preferred. Experience leading teams preferred.

Your work will directly influence:

• Patient care quality and accessibility
• Operational efficiency and scalability
• Team member satisfaction and growth
• Business performance and innovation

Team:

This role will manage our internal physical health operations team members

Competencies:

• Strategic thinking. Make decisions informed by data, experience, and our operating principles, while connecting the dots between where we’re going and how we need to nudge the organization to get there.
• Communication. Speak and write clearly and articulately. Maintain this in all methods of written communication, including Teams and email.
• Follow-through on commitments. Live up to agreements.
• Calm under pressure. Maintain stable performance when under heavy pressure or stress.
• Ability to hire and develop people. Coach people in their current roles to improve performance and prepare people for future roles.

Location:

• The teammate will be expected to live within 50 miles of one of our existing clinics or be willing to travel to clinics multiple times a year.

What we offer:

• The opportunity to create an impact: help us build the future of this organization.
• Comprehensive health, dental, and vision insurance.
• Generous vacation and PTO policies.

Compensation Information:

• $70,000-90,000 salary with performance bonuses