Director of Customer Service

New York City, Remote. Posted a month ago

The role

The Director of Customer Service will own the patient experience from care order through follow-up. You will build voice-of-patient infrastructure, design service models, and manage complaint resolution to improve product and clinical operations.

What you will do

Build the voice-of-patient function using surveys, NPS/CSAT, and call reviews.
Design the patient service model including support tiers, SLAs, and scripts.
Own complaint and grievance resolution and root-cause processes.
Partner with Product, Clinical Operations, and Compliance to turn patient feedback into fixes.
Hire and develop patient experience specialists or coordinators.
Implement a dashboard for CSAT/NPS, complaint volume, and resolution time.
Run regular operating reviews with leadership.

Required qualifications

6-10+ years in patient experience, member experience, or customer experience roles.
Experience in healthcare, home health, or another high-stakes, regulated consumer environment.
Experience designing service standards and escalation processes for a vulnerable or high-touch population.
Ability to listen to calls, read complaints, and talk to patients directly.
Process design skills for intake, triage, and resolution workflows.
Data-literate to connect patient feedback to operational and clinical metrics.
Calm, empathetic communicator able to de-escalate difficult conversations.
Experience partnering cross-functionally with Product, Compliance, Operations and Clinical teams.
In-person leader excited to be in NYC with the team.

Benefits

100% coverage of health insurance premium.
Access to dental and vision insurance plans for you and your dependents.
401(k) plan.
Opportunities for rapid career advancement.

Before you apply

Must be authorized to work in the United States.
The company is not able to provide visa sponsorship for this position.

About the company

Verse Medical is a well-funded Series C company building modern software infrastructure to connect providers, payors, and patients. Their mission is to deliver hospital-quality care everywhere.