Note: The job is a remote job and is open to candidates in USA. FamilyWell Health is an AI-enabled mental health start-up dedicated to solving the women’s mental health crisis. They are seeking a Patient Experience leader to own the end-to-end experience of their patient population, ensuring that clinical and product decisions are grounded in the lived reality of the patients they serve.
Responsibilities
- Apply a design lens to patient-facing touchpoints—including digital interfaces, communication templates, and onboarding materials
- Ensure our experience is cohesive, accessible, and built for the specific needs of perinatal patients
- Design, run, and iterate on our Patient NPS program—from survey cadence to follow-up workflows
- Analyze trends and report findings to leadership and relevant team owners
- Define targets, track performance over time, and develop action plans when scores dip
- Conduct regular qualitative user interviews with our perinatal patient population, applying trauma-informed and culturally sensitive research practices
- Synthesize insights into actionable summaries for Product, Clinical, and Operations
- Maintain an ongoing research calendar to ensure continuous patient feedback loops
- Identify and document patient experience pain points across the full care journey (intake, scheduling, therapy, transitions, offboarding)
- Route pain points to the appropriate team with clear context, severity, and suggested solutions
- Partner with Product and Clinical teams to prioritize and close experience gaps
- Build and manage a systematic process for collecting patient testimonials and success stories
- Collaborate with Marketing and Clinical teams to use patient voices (with consent) in materials that reduce stigma and attract new patients
- Partner with the Partner Success team to understand how FamilyWell’s OBGYN clinic partners experience the program on behalf of their patients
- Identify friction points in the referral and care coordination experience between FamilyWell and partner clinics, and work cross-functionally to improve them
- Serve as a liaison between partner-facing and patient-facing experience, ensuring insights from one inform the other
- Serve as the solution engineer for FamilyWell’s patient repair function—the process by which patients report problems or concerns via phone, email, or other channels
- Review and categorize logged patient issues, identify recurring patterns and root causes, and develop scalable solutions to address systemic problems
- Own the rollout of fixes and improvements that close the loop for patients who experienced problems, coordinating across Clinical, Operations, and Product as needed
- Track patient repair metrics over time and report trends to leadership as an ongoing signal of program health
Skills
- 3–7 years of experience in patient/customer/user experience, UX research, or a closely related field
- Background in design (UX, service design, or product design)—you can both conduct research and translate it into tangible improvements
- Demonstrated experience running NPS or other structured feedback programs
- Strong qualitative research skills, including conducting user interviews with real users
- Exceptional communicator—able to translate patient voices clearly to clinical, product, and operational stakeholders
- Empathy and sensitivity when working with patients navigating mental health challenges during a vulnerable life stage
- Experience working in healthcare, digital health, or behavioral health settings
- Familiarity with perinatal mental health (postpartum depression, perinatal anxiety, etc.)
- Experience with tools such as Healthie, HubSpot, Spruce, or similar healthcare/CRM platforms
- Knowledge of HIPAA requirements and privacy considerations in patient research
Company Overview