Sr. Patient Experience Manager

Salary: $146.2K - $163.4K Employment Type: Full-Time Location Type: Remote (US-based only)

Position Overview

We believe that mental health is just as important as physical health. We recognize that mental health issues can be complex and multifaceted, and we are dedicated to treating the whole person, not just the symptoms. Our aim is to create a world where mental health is no longer stigmatized or marginalized, but rather is embraced as an integral part of one's overall well-being. We believe that by providing quality care that is both evidence-based and compassionate, we can empower individuals to take charge of their mental health and achieve their full potential. We are passionate about making a positive impact on the lives of those struggling with mental health issues and we strive to be a force for positive change in the field of mental healthcare.

We are seeking a Sr. Patient Experience Manager to enable Rula’s Customer Experience team through compassionate leadership, operational excellence, and a deep commitment to patient advocacy. This person will be responsible for leading our frontline support teams across Billing, Complaints and Grievances, and Patient Services to ensure every patient receives timely, thoughtful, and effective support. Ideal candidates will bring a strong background in customer support operations, a passion for improving the patient journey, and the ability to inspire teams in complex, fast-paced environments.

This person will apply structured problem-solving, team leadership, and a service-first mindset to stand up our formal Complaints and Grievances program and support company-wide initiatives that impact the patient experience.

Requirements

• Experience:
  • 7+ years of experience in customer support, patient services, or member experience.
  • 3+ years in a leadership or management role managing managers, with a focus on leadership development, delegation, and accountability.
• Complaints & Grievances: Direct experience managing or building a Complaints and Grievances function and/or a Trust and Safety function within a healthcare, health tech, or payer/provider organization.
• Regulated Environment: Previous experience leading high-volume support teams in a regulated environment, with working knowledge of HIPAA, CMS guidelines, or other healthcare compliance standards.
• Data Analysis: Proficient ability to use data and root cause analysis to improve service operations, reduce escalations, or drive experience improvements.
• Communication Skills: Excellent written and verbal communication skills, with the ability to manage sensitive conversations, patient concerns, and cross-functional collaboration.
• Team Leadership: Demonstrated track record of leading and coaching high-performing support teams.

Preferred Qualifications

• Experience working in a startup or rapidly scaling healthcare organization, with comfort navigating ambiguity and evolving priorities.
• Demonstrated and measurable success in building or standing up new functions, including drafting SOPs, defining workflows, and operationalizing quality programs.
• Background in leading cross-functional programs or rollouts, especially involving clinical, product, or legal teams.
• Experience scaling omnichannel support teams, including hiring, onboarding, and team structure design to meet growing patient or member demand.

(While having the preferred qualifications enhances your candidacy, having all of them is not mandatory. We encourage all interested applicants to apply, even those who may not meet every preferred requirement.)

Responsibilities

• Lead and manage frontline support teams across Billing, Complaints and Grievances, and Patient Services.
• Ensure every patient receives timely, thoughtful, and effective support.
• Apply structured problem-solving, team leadership, and a service-first mindset.
• Stand up the formal Complaints and Grievances program.
• Support company-wide initiatives that impact the patient experience.
• Develop and coach high-performing support teams.
• Utilize data and root cause analysis to improve service operations and patient experience.

Company Benefits

We're serious about your well-being! As part of our team, full-time employees receive:

• 100% Remote Work Environment: (US-based only) Working hours to support a healthy work-life balance.
• Attractive Pay and Benefits: Full transparency of pay ranges regardless of where you live in the United States.
• Comprehensive Health Benefits: Medical, dental, vision, life, disability, and FSA/HSA.
• 401(k) Plan Access: Start saving for your future.
• Generous Time-Off Policies: Including 2 company-wide shutdown weeks each year for self-care.