---
title: 'Director of Patient Experience at Verse Medical'
canonical: 'https://feeny.ai/job/director-of-patient-experience-verse-medical-new-york-1n9c5exqhab8'
type: 'job'
last_seen: '2026-10-16'
---

# Director of Patient Experience at Verse Medical

- **Company:** Verse Medical
- **Location:** New York, NY
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-10-05
- **Last confirmed live:** 2026-10-16
- **Apply:** https://jobs.ashbyhq.com/versemedical/175bed2c-656c-4081-b390-11ac84d54ad2

## Job description

Our Mission: Hospital-Quality Care, Everywhere. The healthcare industry still relies on faxes and phone tags to coordinate critical care for patients at home. We think patients and the clinicians who serve them deserve better than a system stuck in 1995. Verse Medical is building the modern software infrastructure to make it happen. We're a well-funded Series C company (backed by General Catalyst, SignalFire, and Sapphire Ventures) on a mission to heal a fragmented system. Our platform connects the dots between providers, payors, and patients, ensuring people get the high-quality care they need, reliably and right where they live. We’re growing fast and looking for people who are driven by this mission to join us!

Our Values: The Principles That Guide Us Our values are the operating system for how we work together and with our partners. They aren't just words on a wall; they are the principles we bring to every decision, every day.

- We are transparent, upfront and direct. We operate with honesty and clarity. We share information openly, the good and the bad, and believe that direct, respectful feedback is the foundation of trust and progress.
- We value speed of iteration. We are building something new, which means we learn by doing. We prioritize rapid iteration and getting solutions into the hands of users, believing that progress is more valuable than perfection.
- We give 110% effort, 30% of the time. We are passionate about our mission, and there are moments that require us to go the extra mile. We believe in focused intensity when it counts, balanced by a sustainable pace that keeps our team energized for the long run.
- We empathize with customers to a fault. When our users face a problem, we own it. Instead of asking them to change, we ask ourselves, "How can we make this better?" We believe true innovation comes from deep empathy and a relentless focus on solving the real-world challenges of healthcare.

Your Impact: How You'll Help Us Heal a Broken System As our Director of Patient Experience, you'll own how patients feel about Verse at every touchpoint from the moment care is ordered through delivery, treatment, and follow-up. Home is a vulnerable place to receive care, and the patients we serve are often navigating illness, mobility limits, and confusing paperwork all at once. You'll build the voice-of-patient infrastructure, service standards, and escalation muscle that make sure no one falls through the cracks and you'll turn what patients tell us into product, ops, and clinical improvements.

What You'll Achieve: A Glimpse into Your Contributions Within your first year, you will have the opportunity to:

- Build the voice-of-patient function. Stand up systematic listening across the patient journey post-delivery surveys, NPS/CSAT, call and complaint reviews and turn raw feedback into a prioritized, trackable action pipeline.
- Design the patient service model. Define the patient support tiers, SLAs, and scripts for the moments that matter most: onboarding a new patient, handling a delayed or damaged delivery, resolving a billing confusion, and de-escalating a distressed call.
- Own complaint and grievance resolution. Build the intake, triage, and root-cause process for patient complaints, including regulatory-sensitive ones, and ensure every complaint is closed with a documented resolution and no repeat pattern.
- Translate patient signal into action. Partner with Product, Clinical Operations, and Compliance to turn recurring patient pain points (order delays, confusing instructions, equipment issues) into fixes, and track whether those fixes actually moved the needle.
- Build and coach a team. Hire and develop patient experience specialists or coordinators; set a coaching cadence rooted in call and case reviews, not just metrics.
- Make patient experience visible. Implement a lightweight dashboard covering CSAT/NPS, complaint volume and resolution time, and repeat-issue rates, and run a regular operating review with leadership.

What You'll Bring: The Skills and Experience You'll Leverage We believe that diverse experiences and backgrounds lead to better solutions. While we have an idea of what will help someone succeed in this role, we are open to being convinced by your unique story and skills. If you believe you can achieve the outcomes above, we encourage you to apply. Core Skills & Experience:

- 6-10+ years in patient experience, member experience, or customer experience roles, ideally 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 (these interactions require more care than a typical support queue).
- Comfortable being close to the work. You'll listen to calls, read complaints, and talk to patients directly, not just review dashboards.
- Process design skills. You've built intake, triage, and resolution workflows that hold up under real volume.
- Data-literate. You can connect patient feedback to operational and clinical metrics to find the real root cause, not just the symptom.
- Calm, empathetic communicator who can de-escalate a difficult conversation and coach others to do the same.
- Experience partnering cross-functionally with Product, Compliance, Operations and Clinical teams to close the loop on patient feedback.
- In-person leader. You believe colocated teamwork builds speed, quality, and coaching culture; you're excited to be in NYC with the team.

The Rewards & Reality: Compensation, Benefits & Logistics We believe in taking care of our team, both professionally and personally. Here's what we offer:

- Meaningful Compensation: $165,000-200,000k + equity, commensurate with experience.
- Comprehensive Health & Wellness: We cover 100% of your health insurance premium and provide access to high-quality dental and vision insurance plans for you and your dependents.
- Plan for the Future: We offer a 401(k) plan to help you save for your future. At this time, the company does not offer a 401(k) match.
- Career Growth: You'll have opportunities for rapid career advancement in a company that's at a major inflection point. We want you to grow with us.

Work Environment & Location:

- This role is based in our New York City office in Chelsea. We have a hybrid model, with a requirement of 4 days per week in the office to foster collaboration and innovation.
- Please note that at this time, we are not able to provide visa sponsorship for this position. All candidates must be authorized to work in the United States.

Our Pledge for an Equitable Future At Verse Medical, our mission is to deliver equitable, hospital-quality care to everyone, regardless of their background or where they live. We can only achieve this if our own team reflects the diversity of the patients we serve. We are committed to building a workplace where everyone feels a sense of belonging, where their contributions are valued, and where they can do their best work. We embrace diversity of all kinds: race, gender, age, religion, identity, experience. We are actively working to build a more inclusive and equitable world, starting from within our own walls. We are an equal opportunity employer. We are also committed to providing a positive and accessible interview experience. If you require any accommodations to participate in our process, please contact us at recruiting@versemedical.com.

## About Verse Medical

## Company Overview
- **One-liner**: Verse Medical builds software that enables hospital-quality care to be delivered safely and efficiently in a patient's home.
- **Entity Type**: Private (Seed Stage)
- **Headquarters**: New York, New York, USA
- **Founded**: 2018
- **Founders**: Dhaivat Pandya

## Core Business
- **Primary Industry**: Healthcare Technology (Software Development)
- **Target Customers**: B2B; Hospitals, health systems, and health plans looking to scale home-based care programs. End-users include clinicians and care coordinators.
- **Mission/Purpose**: To be the one partner you can rely on when a patient needs hospital-quality care at home.

## Products & Services
- **Verse Platform (SaaS)**: A centralized software platform for clinicians to manage all care referrals, orders, and compliance for in-home care. It replaces fragmented workflows (phone, fax, email) with a single, trackable system.
- **Verse AI**: An AI layer that extracts demographic, diagnosis, and coverage details from medical records to auto-populate orders, reducing average order time to 1-2 minutes and achieving a 99.9% order accuracy rate.
- **EMR Integrations**: Native integrations with existing Electronic Medical Records (EMRs) at partner hospitals, allowing clinicians to submit and track orders without leaving their primary workflow. This is a key driver of their 95% facility retention rate.
- **Payor Coverage Management**: Flags coverage criteria and quantity limits during order submission, helping clinicians ensure compliance and reduce administrative back-and-forth.

## Market Standing
- **Total Funding**: $16.1M (across 5 rounds)
- **Key Investors**: Y Combinator, SignalFire, Sapphire Ventures, Abstract Ventures, Josh Buckley, Paul Graham
- **Growth Signals**:
    - **Headcount Growth**: 141 employees (+72.8% YoY)
    - **Facility Growth**: Tripled the number of facility partners year-over-year in 2025.
    - **Retention**: 95% facility retention rate.
    - **Scale**: Operates across all 50 states.
    - **Metrics**: Achieved a 73 Patient NPS and an 81 Clinician NPS in 2025.

## Competitive Advantages
- **Clinician-First UX**: Deep integration with EMRs and AI-driven automation (Verse AI) significantly reduces clinician admin time (saving 17 minutes per order), leading to high adoption and retention.
- **End-to-End Platform**: Unlike point solutions, Verse handles the entire lifecycle from order intake and compliance to tracking, reducing fragmentation for health systems.
- **High-Profile Backing**: Supported by top-tier healthcare and technology investors including Y Combinator, SignalFire, and Sapphire Ventures, providing both capital and credibility.

## Strategic Focus
- **Scaling Partnerships**: Aggressively expanding the number of facility and health plan partners.
- **Product Expansion**: Continuing to build out the platform's capabilities, particularly around AI (Verse AI) and deeper EMR integrations to further automate and streamline care delivery.
- **Geographic Reach**: Already in 50 states, the focus is on deepening coverage and operational excellence.

## Why Work Here
- **Culture & Mission**: High-impact work at the intersection of healthcare and technology, directly improving patient access to care at home. Employee reviews on Built In give a 4.6/5.0 rating, with high marks for Work-Life Balance (4.7) and Culture (4.3).
- **Work Model**: Hybrid and remote roles are available. The HQ is in New York City (158 W 27th St), with an in-office presence for some roles and fully remote options for others.
- **Team & Growth**: Rapidly growing team (+72.8% YoY) with significant ownership and impact. The engineering team is led by a Head of Engineering (Eastin Bricco), and the company is actively hiring across Sales, Operations, Engineering, and RCM.
- **Funding & Stability**: Well-funded by top-tier investors, providing a strong runway for aggressive growth.

## Sources
1. [versemedical.com](https://versemedical.com/)
2. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/versemedical)
3. [linkedin.com](https://www.linkedin.com/company/versemed)
4. [builtin.com](https://builtin.com/company/verse-medical)
5. [blog.versemedical.com](https://blog.versemedical.com/blog-posts/2025-verse-in-review---our-clinician-partners)
6. [leadiq.com](https://leadiq.com/c/verse-medical/5d289f3d6c628d5488260d8d)

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