Open Level - Patient Experience Leader

| Greater NYC Area | Hybrid
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Open Level - Patient Experience Leader 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 Patient Experience Leader, 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

  • 7+ 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
  • Product
  • People Operations
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • FlaskFrameworks
    • PostgreSQLDatabases
    • LookerAnalytics
    • FigmaDesign
    • MiroDesign
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • JIRAManagement
    • SlackCollaboration
    • ZoomCollaboration

Location

Our office is located in Manhattan, near the Empire State Building. The area is lively and has great food and transportation options!

An Insider's view of Formation Bio

What’s the vibe like in the office?

The space is very open which makes it easy to collaborate and engage with different teams across the organization. People are very welcoming, supportive, and friendly. There is always a variety of different food and drinks available in the kitchen, in addition to foods that co-workers bring in for everyone to taste!

Joseph Frappaolo

IT Support Technician

What projects are you most excited about?

The project that excites me most is our new hire onboarding program because of the impact it will have on our company. Though we have a robust onboarding program in place already, we have the opportunity to think creatively about how to make the experience even better for our new hires, from the moment they accept our offer.

Erin Siegel

Senior People Operations Manager

How has your career grown since starting at the company?

I started working at Formation Bio in July of 2018. I joined the company as a Clinical Research Coordinator and was allowed to grow and adapt into new roles as the company's business model shifted. I transitioned into working as a Clinical Trial Associate after a couple of years, and now have over a year of experience as a Clinical Project Manager!

Gurpreet Singh

Clinical Project Manager

How has your career grown since starting at the company?

Formation Bio has given me the opportunity to take ownership over big projects and work streams, allowing me to have an impact on key functional business areas.

Maya Dongier

Senior Accounting Manager

What are Formation Bio Perks + Benefits

Formation Bio Benefits Overview

Formation Bio 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!

Culture
Open door policy
Open office floor plan
Employee resource groups
Hybrid work model
Flexible work schedule
Diversity
Mandated unconscious bias training
Diversity employee resource groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental insurance
Vision insurance
Health insurance
Life insurance
Financial & Retirement
401(K)
Company equity
Pay transparency
Child Care & Parental Leave Benefits
Generous parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Yearly retreat and holiday party, regular team events and outings!
Free snacks and drinks
Company-sponsored happy hours
Fitness stipend
Home-office stipend for remote employees
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Continuing education stipend
Virtual coaching services

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