Who We Are:

Heal is transforming US healthcare with home-centric primary care focused on high quality, high touch doctor house calls that leverage technology to liberate and empower patients.  Founded nearly six years ago and recognized as #13 on CNBC’s list of most disruptive companies, Heal recently closed $100MM in funding from Humana.  Having completed nearly 250,000 house calls proven to delight patients, improve outcomes and reduce costs, Heal is led by a world-class team of investors (e.g.Humana, Fidelity, Breyer Capital), Board Members (Former Qualcomm CEO Paul Jacobs, Humana President Susan Diamond) and management unified in the vision to change healthcare for patients of all ages all across America.

Overview:

Reporting to the SVP of Marketing, the Patient Experience Manager will be responsible for leading Heal’s efforts to differentiate itself based on the quality of the patient experience. This role will require coordination across the organization with strong partnerships in Clinical, Operations, and Technology.  The Patient Experience Manager will own the patient journey map and champion the voice of the patient to prioritize projects and solutions that will enhance and improve the patient experience.  He or she will also be tasked with building a patient-centric culture across the organization.

Job Responsibilities:

  • Own Heal’s patient satisfaction, reviews, ratings, and reputation scores.
  • Oversee Heal’s Reputation management strategy, including oversight of our reviews and ratings platform (in development), social platforms such as Yelp, and management of Heal’s responses/feedback loop.
  • Execute, analyze and interpret NPS survey data to identify trends, solve complex problems and develop strategic plans to drive process improvement within provider offices
  • Implement post-visit feedback/reviews strategy and execution.
  • Provide administrative oversight of patient complaint and grievance workflow, work in collaboration with Patient Support, Clinical, and Compliance leadership.
  • Work closely with the Product team to ensure the web and app booking experience is flawless and optimized for our key patient segments.
  • Collaborate with the Conversion and Call center team to ensure inbound call techniques/scripts and marketing programs are driving qualified patient leads.
  • Support Clinical team with patient resources/collateral/follow-up to ensure Heal consistently delivers an exceptional in-home visit experience.
  • Work closely with senior and Clinical leadership and Human Resources to create a culture that supports improved patient experience and influences the behavior of all clinicians and employees who come in contact with patients and caregivers.
  • Regularly communicates the opportunities for innovative approaches to influence the patient satisfaction data and the implications for all employees efforts to improve the patient experience.

Qualifications:

  • 4+ years of Marketing, Market Research, or Experience Design with a proven track record in customer experience/satisfaction innovation 
  • Bachelor’s Degree / MBA a plus
  • Healthcare background / experience a plus

About You:

  • Problem solving skills: Ability to structure ambiguous problems, thinks creatively, generate and test hypotheses
  • Project management skills: Ability to lead multiple projects simultaneously; Experience leading large-scale, highly cross-functional projects
  • Presentation/communications: Comfort synthesizing information for and leading discussion with C-level executives, as well as Clinicians
  • Analytical skills: Strong quantitative background; ability to analyze data sets and glean implications for the business
  • Goal oriented and passionate about creating successful outcomes to support our mission of improving access to quality healthcare
  • Strong interpersonal and leadership skills to build credibility across all levels
  • Entrepreneurial mindset and innovative thinking

Apply for this Job

* Required

  
  
When autocomplete results are available use up and down arrows to review
+ Add Another Education


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Heal are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.


Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.