Head of Patient Experience
- Location
- United States
- Employment type
- Full-time
- Location type
- Remote / Hybrid
- Department
- People & Operations
- Compensation
- $130,000-$180,000 base, plus 10-20% bonus and equity
In-person in San Francisco preferred.
About Preface Health
Preface Health is building AI infrastructure for connecting healthcare. We help patients schedule specialist appointments, coordinate referrals, and follow up after visits.
We combine AI-powered workflows with human patient navigators to deliver accessible, personalized care coordination. We serve over 1 million patients annually across 100+ healthcare facilities in 10+ states.
Preface Health is backed by Maveron, 1984 VC, Commonweal Ventures, and angel investors.
About the Role
Lead and scale our patient navigation organization. Own patient engagement, outreach, care coordination workflows, and the systems behind an exceptional patient experience.
Reporting directly to the CEO, this hands-on role combines team leadership and operational improvement, working closely with product and engineering.
What You'll Do
- Lead and scale operations. Coach and develop the navigation organization. Own staffing, scheduling, training, quality assurance, and performance management. Build a culture of empathy and accountability.
- Optimize patient journeys. Improve outreach, scheduling, care coordination, and follow-up across patient populations. Remove access barriers and standardize escalation for complex cases.
- Own engagement and conversion. Improve call scripts and SMS outreach. Use A/B testing, patient feedback, and drop-off analysis to increase engagement, appointment scheduling, and successful care coordination.
- Build a data-driven operation. Track contact rates, engagement, scheduling, care coordination outcomes, CSAT, call quality, and productivity. Use dashboards, call reviews, and patient feedback to improve efficiency while protecting quality and clinical appropriateness.
- Partner across the company. Set priorities with leadership and improve tools, CRM workflows, and AI-powered automation with product and engineering. Establish patient privacy, compliance, and quality standards.
What We're Looking For
- 4+ years in healthcare operations, patient navigation, patient access, care coordination, member services, or a closely related field; 2+ years managing patient-facing teams, ideally including managers or team leads.
- Demonstrated success building or improving high-volume patient engagement, outreach, or care coordination programs; experience creating playbooks, call scripts, training, and quality assurance processes.
- Strong command of operational KPIs, performance analytics, and continuous improvement; excellent people leadership, communication, and organization; a hands-on, entrepreneurial approach in a fast-moving environment.
Strongly Preferred Experience
Leadership in healthcare technology, centralized navigation, or outbound patient engagement. Valuable experience includes referral completion and enrollment, call-center coaching, startup operations, AI and CRM tools, and serving Medicare, Medicaid, or other populations with complex coordination needs.
Relevant company backgrounds include:
- Health insurance and member navigation: Oscar Health, Included Health, Accolade, Transcarent, Rightway
- Care delivery and population health: Cityblock Health, Oak Street Health, Devoted Health, ChenMed
- Patient access and care coordination: One Medical, Zocdoc, Spring Health, Headway
- Value-based care and healthcare operations: Aledade, Privia Health, Evolent
Experience at these companies is not required. We value demonstrated operating experience over titles or formal credentials. A clinical license is not required.
What Success Looks Like
- First 30 days: Understand existing operations; audit scripts, patient journeys, processes, and metrics; establish baselines and a prioritized improvement plan.
- First 90 days: Standardize training, QA, and performance management; launch script experiments and dashboards; improve engagement and consistency; build a scaling plan.
- First 6-12 months: Build a scalable organization with sustained improvements in engagement, scheduling, and patient satisfaction, ready to support substantial patient volume growth.
Compensation & Work Arrangement
Base salary: $130,000-$180,000 annually, depending on experience.
Performance bonus: 10-20% of annual base salary, plus equity ownership in an early-stage healthcare technology company.
Location: Remote/Hybrid (United States), full-time. Candidates able to work in person in San Francisco will receive preference during the hiring process.
The role offers immediate, real-world impact on patient access and care coordination across our healthcare partners, with ownership of a core operating function and direct collaboration with the CEO.