Sr. Patient Experience Manager (Remote)

We believe that mental health is just as important as physical health. We recognize that mental health issues can be complex and multifaceted, and we are dedicated to treating the whole person, not just the symptoms.

We aim to create a world where mental health is no longer stigmatized or marginalized, but rather is embraced as an integral part of one's overall well-being.

We believe that by providing quality care that is both evidence-based and compassionate, we can empower individuals to take charge of their mental health and achieve their full potential. We are passionate about making a positive impact on the lives of those struggling with mental health issues and we strive to be a force for positive change in the field of mental healthcare.

About the Role

We are seeking a Sr. Patient Experience Manager to enable Rula’s Customer Experience team through compassionate leadership, operational excellence, and a deep commitment to patient advocacy. This person will be responsible for leading our frontline support teams across Billing, Complaints and Grievances, and Patient Services to ensure every patient receives timely, thoughtful, and effective support. Ideal candidates will bring a strong background in customer support operations, a passion for improving the patient journey, and the ability to inspire teams in complex, fast-paced environments.

This person will apply structured problem-solving, team leadership, and a service-first mindset to stand up our formal Complaints and Grievances program and support company-wide initiatives that impact the patient experience.

Required Qualifications

• 7+ years of experience in customer support, patient services, or member experience, including 3+ years in a leadership or management role in managing managers, with a focus on leadership development, delegation, and accountability

• Direct experience managing or building a Complaints and Grievances function and/or a Trust and Safety function within a healthcare, health tech, or payer/provider organization

• Previous experience leading high-volume support teams in a regulated environment, with working knowledge of HIPAA, CMS guidelines, or other healthcare compliance standards

• Proficient ability to use data and root cause analysis to improve service operations, reduce escalations, or drive experience improvements

• Excellent written and verbal communication skills, with the ability to manage sensitive conversations, patient concerns, and cross-functional collaboration

• Demonstrated track record of leading and coaching high-performing support teams

Preferred Qualifications

While having the preferred qualifications enhances your candidacy, having all of them is not mandatory. We encourage all interested applicants to apply, even those who may not meet every preferred requirement.

• Experience working in a startup or rapidly scaling healthcare organization, with comfort navigating ambiguity and evolving priorities

• Demonstrated and measurable success in building or standing up new functions, including drafting SOPs, defining workflows, and operationalizing quality programs

• Background in leading cross-functional programs or rollouts, especially involving clinical, product, or legal teams

• Experience scaling omnichannel support teams, including hiring, onboarding, and team structure design to meet growing patient or member demand

We're serious about your well-being! As part of our team, full-time employees receive:

• 100% remote work environment (US-based only):Working hours to support a healthy work-life balance, ensuring you can meet both professional and personal commitments

• Attractive pay and benefits: Full transparency of pay ranges regardless of where you live in the United States

• Comprehensive health benefits: Medical, dental, vision, life, disability, and FSA/HSA

• 401(k) plan access: Start saving for your future

• Generous time-off policies: Including 2 company-wide shutdown weeks each year for self-care (for most employees)

• Paid parental leave: Available for all parents, including birthing, non-birthing, adopting, and fostering

• Employee Assistance Program (EAP): Support for your mental and physical health

• New hire home office stipend: Set up your workspace for success

• Quarterly department stipend: Fund team-building activities or in-person gatherings

• Wellness events and lunch & learns: Explore a variety of engaging topics

• Community and employee resource groups: Participate in groups that celebrate employee identity and lived experiences, fostering a sense of community and belonging for all

Our team

We believe that diversity, equity, and inclusion are fundamental to our mission of making mental healthcare work for everyone. We are dedicated to having a culture of inclusion that will support our employees in feeling safe, seen, heard, and valued.