Patient Experience Manager

ABOUT CONDUIT HEALTH

Conduit Health is transforming one of the most outdated corners of post-acute care—getting essential medical equipment and supplies into patients’ homes. We’re the first vertically integrated, AI-powered platform to unite ordering, telehealth, prescriptions, insurance, and fulfillment into one seamless experience. In seconds, case managers and providers can say “yes” to patients who would otherwise wait weeks — while we handle every step behind the scenes.

THE ROLE

We’re looking for a Patient Experience Support Manager to lead the day-to-day performance of our support operations — overseeing our BPO partner, managing escalations, driving quality, and helping us scale a best-in-class patient experience function powered by both people and AI.

We’re looking for someone who can operate as both a people leader and systems operator — someone comfortable jumping into escalations one minute, rebuilding workflows the next, and implementing tech-enabled support solutions in real time.

You’ll help shape how Conduit leverages AI across the patient experience, including support automation, voice AI, knowledge management systems, and agentic workflows across phone, SMS, email, and chat channels. You should be excited about using emerging tools and operational data to improve responsiveness, consistency, scalability, and patient outcomes.

Because we’re still early, not everything is fully built yet. Processes evolve, priorities shift, and everyone occasionally jumps outside their lane to help patients. The people who thrive here are resourceful, low-ego, action-oriented, highly adaptable, and excited to help build the playbook — not just follow one.

You’ll work closely with operations, clinical teams, product, engineering, and leadership to improve both support performance and the overall patient experience through a combination of operational excellence and intelligent automation.

WHAT YOU’LL DO

• Lead AI-Enabled Support Operations: Build and optimize AI-powered workflows, automation systems, voice AI, and agentic support experiences across patient communication channels.
• Manage Knowledge & Automation Systems: Own and improve knowledge management infrastructure, AI training resources, support documentation, and workflow orchestration systems that power both human and AI agents.
• 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.
• Track Operational Metrics: Analyze support KPIs including CSAT, QA scores, escalation rates, response times, and resolution performance to drive operational improvements.
• Partner Cross-Functionally: Work closely with Clinical Operations, Fulfillment, Product, and Leadership to surface recurring issues and improve the patient journey.
• Drive Operational Innovation: Identify opportunities to automate workflows, improve AI agent performance, and scale support operations through cross-functional collaboration with Operations, Product, and Engineering teams.
• Roll Up Your Sleeves: Jump into tickets, escalations, operational gaps, or workflow issues when needed. No task is beneath you.

WHO YOU ARE

• Operationally Excellent: You know how to build structure in fast-moving environments and can balance speed, quality, and scalability across support operations.
• Patient-centric: You care deeply about the quality of the patient experience and hold a high bar for how people are treated.
• Strong People and Systems Leader: You’re comfortable leading teams while also improving workflows, tooling, automations, and operational processes.
• Calm and Decisive Under Pressure: You communicate clearly, exercise sound judgment, and stay composed when handling escalations or high-volume situations.
• Proactive and Resourceful: You identify problems early, take initiative, and move quickly to implement practical solutions.
• Data-Informed: You use metrics, operational insights, and support trends to improve performance and drive better decision-making.
• Adaptable: You’re comfortable operating in evolving environments where processes, systems, and priorities continue to mature.
• AI and Technology Forward: You’re excited about using AI, automation, and operational tooling to improve support experiences, team efficiency, and scalability.
• Collaborative: You work effectively across Operations, Clinical, Product, and Leadership teams to solve problems and improve the patient experience.

WHAT YOU’LL BRING

• 3+ years of experience in customer support, patient experience, healthcare operations, or related operational roles
• Experience managing support teams, workflows, escalations, and operational performance in high-volume environments
• Familiarity with BPO/vendor management and support platforms such as Intercom, Zendesk, Aircall, or similar tools
• Strong operational judgment with experience balancing speed, quality, patient experience, and team performance
• Excellent written and verbal communication skills
• Experience with AI-enabled support tools, workflow automation, conversational AI, or agentic systems is a plus
• Healthcare, DME, insurance, or Medicaid/Medicare experience is a plus, but not required
• Ability to work hybrid from our NYC office 3 days per week, with flexibility to support escalations or operational coverage as needed

IN YOUR FIRST 90 DAYS, YOU’LL

• Build a strong understanding of Conduit’s patient journey, operational workflows, support tooling, and the biggest drivers of patient friction, escalation volume, and support inefficiency.
• Take ownership of day-to-day patient support operations, including team performance, escalations, queue health, and operational KPIs across phone, SMS, email, and chat channels.
• Improve and implement scalable support workflows, QA processes, knowledge management systems, and AI-enabled operational solutions that increase efficiency, consistency, and patient experience quality.
• Partner closely with Operations, Product, Clinical, and Leadership teams to identify operational gaps, improve support infrastructure, and help scale a high-performing patient experience organization.