Responsibilities

Own Caregiver Experience Outcomes - Accountable for NPS performance and trend improvement
Partner cross-functionally with SME leaders to define and operationalize the caregiver experience across the full journey
Identify gaps in experience and drive measurable improvements
Translate Insight into Action - Collect and synthesize caregiver feedback across channels (calls, surveys, PFAC, support groups)
Turn insights into clear operational changes, standards, and workflows
Partner with clinical, operations, and product teams to implement changes
Drive Operational Consistency - Define “what good looks like” for key caregiver touchpoints
Build and maintain standard processes that reduce variability in experience
Monitor adherence and performance against experience standards
Lead Caregiver Voice Programs - Own and evolve the Patient Family Advocacy Council (PFAC)
Design and manage peer-to-peer caregiver support programs
Ensure caregiver voice is consistently represented in decision-making forums
Enable Teams to Deliver - Partner with Learning & Development to embed experience standards into training
Reduce cognitive burden by simplifying workflows tied to caregiver interactions
Support teams with tools, guidance, and feedback loops
Measure and Report - Track leading indicators tied to trust, engagement, and satisfaction
Communicate performance, insights, and actions to leadership

Requirements

3-5+ years of experience in operations, customer experience, or service delivery
Experience working with Medicaid families and caregivers
Proven track record of improving customer or patient experience metrics
Experience building and scaling processes in a complex, cross-functional environment
Strong ability to translate qualitative insight into operational change

Nice to Have

Experience working in healthcare or value-based care preferred

Benefits

Base salary range of $75,000 - $110,000 in addition to annual bonus incentive
Competitive company benefits package
Eligibility to participate in an employee equity purchase program (as applicable)
Competitive medical, dental, and vision insurance
Healthcare and Dependent Care FSA; Company-funded HSA
401(k) with 4% match, vested 100% from day one
Employer-paid short and long-term disability
Life insurance at 1x annual salary
20 days PTO + 10 Company Holidays & 2 Floating Holidays
Paid new parent leave
Additional benefits to be detailed in offer

What We Live By

Children First. We put the best interests of children above all. We know that the right decision is always the one that creates more safe days at home for the children we serve today and in the future.
Earn Trust. We listen first, speak second. We build lasting relationships by creating shared understanding and consistently following through on our commitments.
Innovate Today. We believe that small improvements lead to big impact. We stay curious by asking questions and leveraging new ideas to learn and scale.
Embrace Humanity. We lead with empathy and authenticity, presuming competence and good intentions. When we stumble, we use the opportunity to grow and understand how we can improve.
One Team, Diverse Perspectives. We actively seek a range of viewpoints to achieve better outcomes. Even when we see things differently, we stay aligned on our shared mission and support one another to move forward — together.

We Value Diversity, Equity, Inclusion and Belonging

We believe that creating a world where every child with complex medical conditions gets the care and support, they deserve requires a diverse team with diverse perspectives. We're proud to be an equal opportunity employer. People seeking employment at Imagine Pediatrics are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information, or characteristics (or those of a family member), pregnancy or other status protected by applicable law.