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Conduit Health Partners · 1 day ago

Founding Lead, Patient Experience

New York City

Full-time

Hybrid

Senior Level

5+ years exp

Conduit Health is a venture-backed startup based in New York focused on transforming the access to Durable Medical Equipment and supplies through insurance. They are seeking a Founding Lead for Patient Experience to build and manage the patient operation and care navigation function, ensuring efficient and reliable support for patients as the company grows.

Health CareMedicalNavigation

Responsibilities

Own day-to-day patient support and care navigation operations, including intake, triage, follow-ups, and escalation management

Build and iterate the support operating model: routing and handoffs, coverage planning, queue management, case standards, escalation paths

Create the playbook: SOPs, scripts, macros, documentation, and clear decision trees for the team

Establish quality and coaching systems: onboarding, training, QA reviews, calibration, feedback loops

Lead and grow a small team: hiring, onboarding, scheduling/coverage, performance coaching

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

Partner with Product to improve tooling and automation (workflows, routing, templates/macros, internal systems) to reduce manual work and increase consistency

Partner with Clinical and Ops to ensure workflows are safe, compliant, and operationally sound

Partner with Fulfillment to close the loop on patient feedback and improve overall experience

Qualification

Patient support experienceHealthcare operationsSystems thinkingWorkflow automationSupport analyticsTeam leadershipCoachingAI tooling knowledgeClear communicationCollaboration