OUR MISSION: HOSPITAL-QUALITY CARE, EVERYWHERE.
The healthcare industry still relies on faxes and phone tags to coordinate critical care for patients at home. We think patients and the clinicians who serve them deserve better than a system stuck in 1995.
Verse Medical is building the modern software infrastructure to make it happen. We're a well-funded Series C company (backed by General Catalyst, SignalFire, and Sapphire Ventures) on a mission to heal a fragmented system. Our platform connects the dots between providers, payors, and patients, ensuring people get the high-quality care they need, reliably and right where they live. We’re growing fast and looking for people who are driven by this mission to join us!
OUR VALUES: THE PRINCIPLES THAT GUIDE US
Our values are the operating system for how we work together and with our partners. They aren't just words on a wall; they are the principles we bring to every decision, every day.
- We are transparent, upfront and direct. We operate with honesty and clarity. We share information openly, the good and the bad, and believe that direct, respectful feedback is the foundation of trust and progress.
- We value speed of iteration. We are building something new, which means we learn by doing. We prioritize rapid iteration and getting solutions into the hands of users, believing that progress is more valuable than perfection.
- We give 110% effort, 30% of the time. We are passionate about our mission, and there are moments that require us to go the extra mile. We believe in focused intensity when it counts, balanced by a sustainable pace that keeps our team energized for the long run.
- We empathize with customers to a fault. When our users face a problem, we own it. Instead of asking them to change, we ask ourselves, "How can we make this better?" We believe true innovation comes from deep empathy and a relentless focus on solving the real-world challenges of healthcare.
YOUR IMPACT: HOW YOU'LL HELP US HEAL A BROKEN SYSTEM
As our Director of Customer Service, you'll own how patients feel about Verse at every touchpoint from the moment care is ordered through delivery, treatment, and follow-up. Home is a vulnerable place to receive care, and the patients we serve are often navigating illness, mobility limits, and confusing paperwork all at once. You'll build the voice-of-patient infrastructure, service standards, and escalation muscle that make sure no one falls through the cracks and you'll turn what patients tell us into product, ops, and clinical improvements.
WHAT YOU'LL ACHIEVE: A GLIMPSE INTO YOUR CONTRIBUTIONS
Within your first year, you will have the opportunity to:
- Build the voice-of-patient function. Stand up systematic listening across the patient journey post-delivery surveys, NPS/CSAT, call and complaint reviews and turn raw feedback into a prioritized, trackable action pipeline.
- Design the patient service model. Define the patient support tiers, SLAs, and scripts for the moments that matter most: onboarding a new patient, handling a delayed or damaged delivery, resolving a billing confusion, and de-escalating a distressed call.
- Own complaint and grievance resolution. Build the intake, triage, and root-cause process for patient complaints, including regulatory-sensitive ones, and ensure every complaint is closed with a documented resolution and no repeat pattern.
- Translate patient signal into action. Partner with Product, Clinical Operations, and Compliance to turn recurring patient pain points (order delays, confusing instructions, equipment issues) into fixes, and track whether those fixes actually moved the needle.
- Build and coach a team. Hire and develop patient experience specialists or coordinators; set a coaching cadence rooted in call and case reviews, not just metrics.
- Make patient experience visible. Implement a lightweight dashboard covering CSAT/NPS, complaint volume and resolution time, and repeat-issue rates, and run a regular operating review…