If you got into healthcare to make a difference, you’re in the right place. We’re looking for a values-driven, mission-focused, dynamic Manager, Patient Experience & Operations Strategy who is passionate about working with seniors (and their families), especially those navigating challenges with dementia. Someone who is searching for a workplace and culture that is as committed to them as they are their patients. If that’s you, read on!

What’s Rippl?

At Rippl, we are a passionate, impatient, slightly irreverent, people-obsessed group of optimists & doers intent on building a movement to bring dementia care to our aging population. We believe there is no more noble mission than caring for people at this critical stage of life, and we’re ready to take action.

We’re reimagining what dementia care for seniors can be. By leveraging an obsession with supporting our clinicians, a new care model and disruptive technology, we are pioneering an entirely new way to democratize senior access to high quality, wrap-around dementia care, for seniors and their families and caregivers. Helping them stay healthier, at home longer, and out of the ER and hospital.

Our Mission

The Rippl Mission is to enable more good days for those living with dementia and their families.

Our Core Values

At Rippl, we live and breathe a set of shared, core values that help us build the best team to serve our patients, families and caregivers.

We’re fed up. Today’s dementia care isn’t working. Too many families are struggling to find the support they need, and too many seniors are left without the care they deserve. We know it can be done better—so we’re doing it.

We’re changemakers. We’re pioneering a new, better care model that actually works for people living with dementia and their families. We use evidence-based care, technology, and human connection to deliver the support that people need—when and where they need it. And we’re proving it works.

We’re in a hurry. The need for high-quality dementia care has never been greater. The number of people living with dementia is growing at an unprecedented rate. Families need help now, and we refuse to wait.

We start with yes. We don’t let barriers stop us. When faced with a challenge, we figure it out—together. We’re problem-solvers, innovators, and doers who find a way to make things happen for the people who need us.

We care for those who care for others. Great care starts with the people delivering it. We are obsessed with supporting our care team—because when they feel valued and empowered, patients and caregivers get the care they deserve.

Join the movement

We’re looking to find other changemakers who are ready to join our movement.

The Role:

The Manager, Patient Experience & Operations Strategy will design and manage patient feedback channels and tools, lead continuous improvements in patient and caregiver experiences, and drive operations strategy initiatives. This role will be key in ensuring that patient feedback informs service enhancements, product offerings, and overall care quality. As the voice of the patient and caregiver within Rippl, this role will advocate for their needs and work closely with cross-functional teams to implement best-in-class service experiences.

Essential Functions:

• Design, administer, and analyze patient satisfaction feedback channels (CSAT, NPS surveys, additional qualitative channels) to measure satisfaction and identify areas for improvement.
• Gather, analyze, and integrate both qualitative and quantitative feedback from patients, caregivers, and care teams to drive improvements in service delivery and care quality.
• Collaborate with Marketing, Product, and Operations teams to enhance the patient and caregiver experience and retention.
• Design and implement initiatives based on qualitative and quantitative patient and caregiver feedback to provide a best in class service experience.
• Lead and design transformation pilots and initiatives as necessary
• Partner with marketing and frontline teams to enhance collateral and messaging to ensure streamlined and optimized patient experience.
• Support the VP of Operations Strategy and Transformation on broader initiatives, ensuring alignment with organizational goals.
• Act as the voice of the patient and caregiver within Rippl, advocating for their needs and concerns in service delivery, product development, and decision-making processes.

Qualifications

• Bachelor’s degree in healthcare administration, business, or a related field
• 5+ years of experience in healthcare with a focus on patient experience, engagement, or retention or product management/solutions and innovation experience
• Experience designing VoC or patient experience surveys and tools
• Experience designing and leading patient experience and/or transformation initiatives
• Strong data analysis and reporting skills, with the ability to synthesize feedback into actionable insights for both service delivery and product development.
• Ability to work cross-functionally with teams like Marketing, Product, Operations, and Frontline staff to align on goals and strategies.
• Ability to support the Product team in ensuring service and product offerings meet patient and caregiver needs.
• Strong communication and organization skills, with the ability to engage stakeholders and work with various teams.
• Self-driven and internally motivated; willing to think creatively to address challenges

What’s in it for you

• Development, mentoring and training programs designed to help you chart your dream career and make sure you are learning everything you need to know as you gain more responsibility
• Fast growth company with opportunities to take on more responsibility or develop into new roles
• Flexible work environment and the opportunity to work from home
• Competitive compensation
• 401(k) plan with a company contribution
• Equity in the form of stock options
• Medical, Dental and Vision coverage for you and your family
• Life insurance and Disability
• Remote Work stipend
• Generous Paid Time Off

Pay Range Details

The pay range(s) below are provided in compliance with state specific laws. Pay ranges may be different in other locations. Exact compensation may vary based on skills, experience, and location.

Role: $99,000 - $130,000 depending on experience

Offer of employment is contingent upon successful completion of a background check, drug screen, and all required licensure, credentialing, and related documentation.

We are going to make some very big waves starting with a small Rippl - come join us!