About Equip

Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts in the field and people with lived experience, Equip builds upon evidence-based treatments to empower individuals to reach lasting recovery. All Equip patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and is partnered with most major health insurance plans. Learn more about our strong outcomes and treatment approach at www.equip.health.

Founded in 2019, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equisters that have created Equip’s culture. Recognized by Time as one of the most influential companies of 2023, along with awards from LinkedIn and Lattice, we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families.

The Vice President, Patient Experience is a key executive role responsible for shaping Equip’s patient experience strategy and overseeing all aspects of the patient experience across the organization. This leader will develop and implement strategies that enhance patient engagement and retention and ensure that the patient voice is central to Equip operations. The VP, Patient Experience will work closely with senior leadership, clinical staff, and other stakeholders to create a patient-centered culture to deliver a consistent experience and exceptional care.

Responsibilities:

Strategy & Execution:
Develop and execute a comprehensive patient experience strategy, informed by data, and aligned with Equip mission and goals.
Refine Equip service model and implement standards that prioritize patient needs, preferences, and feedback in treatment.
Collaborate with leaders to integrate patient experience initiatives across teams.
Establish effective and actionable metrics to monitor the patient experience and work with clinical and operations leaders to drive performance.
Oversee the collection, analysis, and reporting of patient experience data, including surveys and focus groups.
Team Leadership:
Lead and mentor the Practice Management team, providing direction and support to ensure consistent, repeatable solutions that drive patient engagement, satisfaction and retention.
Promote cross-functional collaboration to enhance the patient experience across the organization.
Collaborate with the People team to train and engage teams in patient experience initiatives.
Innovation and Technology:
Identify and implement innovative technologies and approaches to enhance the patient experience and improve team efficiency.
Stay current with trends and advancements assessing opportunities to apply advanced techniques (behavioral science, gamification) to patient engagement.
Partner with Product & Engineering to integrate patient experience solutions into technology platforms.
Stakeholder Engagement:
Build and maintain strong relationships with internal and external stakeholders.
Develop and oversee programs that support patient and family engagement, including patient advisory councils and other feedback mechanisms.
Represent the organization in industry forums, conferences, and networks related to patient experience and healthcare quality.
Collaborate with Marketing to promote patient experience initiatives and share success stories.

Qualifications:

Bachelor’s degree in Business, Marketing, Healthcare Administration, or similar.
Master’s Degree preferred, but not required.
10+ years experience in healthcare.7+ years of experience in customer / patient experience or customer success.
Experience setting strategy and empowering teams to execute with demonstrated commitment to meeting, or exceeding, customer / patient retention targets in a fast-paced environment.
Deep operational experience in scaling teams while consistently delivering against SLAs.
Analytical mindset with experience interpreting data to identify insights and inform decisions.
Strong communicator with experience leading teams through ambiguity and change as well as lead cross-functionally through influence.
Demonstrated expert at setting the right goals and managing teams to KPIs that drive clarity.
Demonstrated understanding of how to develop and roll out processes that scale effectively.
Ability to use data to effectively identify and prioritize opportunities for improvement.
Thrives on working cross-functionally to drive alignment on prioritization and action.

Physical Demands:

Work is performed 100% from home with no requirement to travel. This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. Sit or stand as needed.

At Equip, diversity, equity, inclusion and belonging are woven into everything we do. At the heart of Equip’s mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity.

As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability, and/or any other legally protected classification protected by federal, state, or local law.

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Vice President, Patient Experience