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Trialspark // accelerating discovery of new drugs
New York City    Posted: Wednesday, October 30, 2019
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Sr. Manager, Patient Experience


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 & frequently costs $100M+. And the problem is only getting worse.

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

Job Description

As the Senior Manager of Patient Experience, you will be responsible for building & leading our Patient Experience team. You will partner with leaders from across the company including Product, Medical, Data & Marketing to test, implement & ultimately drive conversion of patients from leads right the way through to completion of a study.


  • Acting 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.
  • Hiring & leading a group focused on both recruitment & retention, which are two of the most critical challenges facing our industry.
  • Creating & driving a best in class patient experience across all patient contact including screening, scheduling & travel.
  • Analyze data to understand historic data points around drop offs at each step of the patient journey. You will use this data to influence others/leadership & ultimately drive retention improvements at each step in the funnel
  • Develop systems & SLAs (e.g. customer satisfaction, NPS scores etc) to measure the efficiency of Patience Experience Operations
  • Ownership of strategic investment including decisions like whether to build inhouse v external support teams
  • Act as the voice of the patient to ensure their needs are met.

Relevant Experience

  • 5+ years of experience building & leading complex operations & customer success teams, preferably at a start-up in marketing & growth
  • Led a sizable customer service team & have proven experience driving conversion
  • Experience supporting enterprise clients & are passionate about delivering a fantastic experience for your customers
  • Strong executive presence, can influence senior leaders & hold a high bar for talent
  • You are a first-principles thinker & take a data-driven approach to solving problems
  • Experience streamlining operational processes & elnjoy thinking about how software & technology can enhance the productivity & throughput of a workflow
  • You are scrappy, a fast learner, & not intimidated to roll up your sleeves to get something done
  • You are kind, thoughtful, & 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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