What are the responsibilities and job description for the Patient Experience Manager position at Medmo?
Medical imaging is a cornerstone of healthcare—whether for prevention, diagnosis, or treatment, it’s often the first step in a patient’s care journey. Yet the way imaging is facilitated in America is fundamentally broken. Patients face long waits, high costs, and difficulty accessing their records, which can lead to worsened outcomes and negative experiences.
Medmo is changing that. We’re building a healthcare marketplace that empowers patients to easily access high-quality, affordable imaging from accredited providers in their area. By connecting top imaging centers and healthcare providers, we ensure patients receive the care they need—while helping our partners operate more efficiently.
The Role
The Patient Experience Manager plays a critical leadership role in Medmo’s fastest-growing team. This position is responsible for leading, coaching, and developing our Patient Experience Specialists while ensuring the highest standards of service for our patients, providers, and imaging center partners. You will oversee daily operations, drive performance, identify process improvements, and serve as a key bridge between the frontline team and cross-functional stakeholders.
We’re looking for a leader who is operationally strong, patient-obsessed, and passionate about team development. You’ll be a cultural champion who models our values and helps scale the function as we grow.
Responsibilities
- Lead and manage a team of Patient Experience Specialists to consistently meet and exceed performance, quality, and productivity targets
- Monitor day-to-day operations to ensure timely resolution of patient inquiries and scheduling requests
- Coach, mentor, and develop team members through regular 1:1s, feedback sessions, and performance reviews
- Partner with leadership to identify training needs, update SOPs, and refine workflows based on team and patient feedback
- Serve as a point of escalation for complex or sensitive patient cases
- Collaborate cross-functionally with Product, Engineering, and Operations to improve tools, processes, and overall patient experience
- Track and analyze key performance metrics to identify trends and areas for improvement
- Support team onboarding, continuing education, and rollout of new products or process changes
- Contribute to strategic initiatives to scale the Patient Experience function as Medmo grows
Qualifications
- 3–4 years of experience leading operations and managing large teams (preferred)
- Proven leadership skills with a track record of coaching, motivating, and inspiring high-performing teams
- Strong problem-solving and decision-making abilities, especially under pressure
- Exceptional communication skills, with the ability to handle sensitive conversations with professionalism and empathy
- Highly organized, capable of managing multiple priorities in a fast-paced environment
- Genuine passion for increasing healthcare accessibility and driving better patient outcomes
- Salary Range: $80,000-120,000
Salary : $80,000 - $120,000