What are the responsibilities and job description for the Program Manager, Patient Experience position at LifeMD?
About us
LifeMD is a leader in virtual primary care, headquartered in NYC, and we're redefining how healthcare meets technology. Our vertically integrated digital care platform powers telemedicine, laboratory services, and pharmacy solutions, serving over 200 conditions across all 50 states.
Recognized as one of the fastest-growing healthcare tech companies (#166 on Deloitte Fast 500 in 2023), LifeMD is not just a healthcare company—it’s a tech company revolutionizing healthcare.
About the role
The Patient Experience, QA Analyst role will be focused on enhancing and optimizing the virtual care experience for LifeMD patients. This role focuses on designing a seamless patient journey for our telehealth platform, while ensuring quality assurance (QA) in the digital platform patients use. The ideal candidate will work cross-functionally with operations, IT, marketing, and clinical operations to improve engagement, accessibility, and overall satisfaction in patient facing interactions. In addition, this role will be responsible for providing insight through advanced analysis and distribution of patient experience data to educate teams on patient experience best practices and to support improvement initiatives.
Key Responsibilities
Patient Journey Design & Optimization:
- Map and analyze the end-to-end virtual care experience, identifying pain points and opportunities for improvement
- Collaborate with clinical, IT, and operational teams to enhance patient workflows, including appointment scheduling, video visits, patient education, and follow-up
- Develop and implement strategies to increase patient engagement and satisfaction at LifeMD
- Gather and analyze patient feedback to refine their experience and improve accessibility
- Compile, edit, analyze and report on patient experience data relating to LifeMD programs or activities
- Manage the collection, reporting, and dissemination of patient experience surveys
- Train and develop leaders and staff on processes and tools used to measure the patient experience
- Serve as a patient experience subject matter expert providing guidance, direction, and training regarding patient experience improvement strategies and tactics
Digital Experience & Quality Assurance (QA):
- Partner with IT teams to test and validate patient-facing digital solutions (e.g., telehealth platforms, mobile apps, patient portals)
- Conduct usability testing to ensure a smooth, intuitive, and accessible telehealth experience
- Identify and escalate system issues, bugs, or barriers that negatively impact virtual patient care
- Collaborate with UI/UX teams to improve the design, navigation, and accessibility of telehealth platforms
- Develop and track key performance indicators (KPIs) related to patient experience, and system performance
Collaboration & Continuous Improvement:
- Serve as a liaison between patient experience, IT, and clinical teams to align digital solutions with patient needs
- Provide insights on workflow improvements to reduce friction for both patients and providers
- Education: Bachelor's Degree
- Experience: 3 years of experience in a healthcare setting, supporting patient experience and data analytics
- Excellent attention to detail
- Passion for driving high quality patient experiences
- Salary Range: $100,000-$125,000
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Unlimited PTO Policy
- Paid Holidays
- Short Term & Long Term Disability
- Training & Development
Salary : $100,000 - $125,000
