Patient Experience Manager

Conduit Health

Patient Experience Manager at Conduit Health overseeing BPO partner, managing escalations, and driving quality. Focused on improving patient experience through operations management.

Posted 5/16/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSenior💰 $80,000 - $130,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

3+ years of experience in customer support, patient experience, or healthcare operations roles
1–2+ years of experience managing people, workflows, or support operations
Experience managing or working closely with a BPO or outsourced support team
Familiarity with support platforms such as Intercom, Zendesk, Aircall, Five9, or similar tools
Strong understanding of escalation management, QA programs, workforce coordination, and operational metrics
Excellent written and verbal communication skills

Benefits

Comp & perks

Health insurance
Professional development opportunities
Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportpatient experiencehealthcare operationsescalation managementQA programsworkforce coordinationoperational metrics

Soft Skills

communicationleadershipcoachingaccountabilityempathyjudgment