Senior Manager, Patient Experience

| Greater NYC Area
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Sr. Manager, Patient Experience Background

The biggest bottleneck in bringing new treatments to patients is the clinical trial. On average, getting a drug through the trial process takes nearly a decade and frequently costs $100M+. And the problem is only getting worse.

TrialSpark is a technology company that brings new medical treatments to patients faster. We’re reimagining the clinical trial by introducing a new model and using technology to streamline every aspect of the trial. To fulfill our mission, we partner with incubators, innovative digital health companies, data companies, and pharma/biotech to create an innovative model to run studies faster and more efficiently.

Job Description

As the Senior Manager of Patient Experience, you will be responsible for building and leading our Patient Experience team. You will partner with leaders from across the company including Product, Medical, Data and Marketing to test, implement and launch programs to support patients in their clinical trial journey - from lead to trial completion.

Responsibilities: 

  • Act as the leader of this critical customer-focused department. You will lead the company in changing the way that patients are supported in the clinical trial process. 
  • Hire and lead a group focused on efficiently converting and retaining patients by creating and driving a best in class patient experience across all patient touch points including screening, scheduling and travel.
  • Analyze key data points in the patient funnel and use this data to influence stakeholders to drive retention improvements.
  • Develop systems and SLAs (e.g. customer satisfaction, NPS scores etc) to measure the efficiency of Patience Experience Operations.
  • Own strategic investment decisions related to the team's efficiency, including external vendor partnerships.
  • Build systems and processes to bring visibility to the experience of patients at TrialSpark.
Relevant Experience
  • 5+ years of experience building and leading complex operations and customer success teams, preferably at a start-up in marketing and growth
  • Led a sizable customer service team and have proven experience driving conversion
  • Experience supporting enterprise clients and are passionate about delivering a fantastic experience for your customers 
  • Strong executive presence, can influence senior leaders and hold a high bar for talent
  • You are a first-principles thinker and take a data-driven approach to solving problems
  • Experience streamlining operational processes and enjoy thinking about how software and technology can enhance the productivity and throughput of a workflow
  • You are scrappy, a fast learner, and not intimidated to roll up your sleeves to get something done
  • You are kind, thoughtful, and have a low ego

Bonus points: 

  • You have experience working in healthcare, specifically patient-focused

You will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • FlaskFrameworks
    • PostgreSQLDatabases

Location

Our office is located in the Flatiron District of NYC, near Madison Square Park. The area is lively and has great food and transportation options!

An Insider's view of TrialSpark

What are some social events your company does?

We believe in healthy living! We organize regular team exercise classes as a company!

Frank Wu

Product Manager

How do you empower your team to be more creative?

We believe in presenting problems, not solutions, to the team. Our job is to align the team on company goals and issues, and allow the team to work creatively to solve them. We believe team autonomy fosters creativity and a healthier culture.

Linhao Zhang

CTO

What are TrialSpark Perks + Benefits

TrialSpark Benefits Overview

Trialspark is nothing without its employees, so they are well taken care of! We offer comprehensive benefits that span from insurance to 401ks, with added perks like a pet-friendly office. Come meet our office dog, Rosie!

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
We have a monthly transportation subsidy!
Company Outings
Yearly retreat and holiday party, regular team events and outings!
Free Daily Meals
We offer free lunch every day except Wednesday (when we encourage employees to leave the office and explore the area!)
Game Room
Super Smash Club every Friday!
Stocked Kitchen
Happy Hours
Pet Friendly
Come meet our office dog, Rosie!
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
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