Manager, Patient Experience & PMO

About us

LifeMD is a leading digital healthcare company committed to expanding access to virtual care, pharmacy services, and diagnostics by making them more affordable and convenient for all. Focused on both treatment and prevention, our unique care model is designed to optimize the patient experience and improve outcomes across more than 200 health concerns. 

To support our expanding patient base, LifeMD leverages a vertically-integrated, proprietary digital care platform, a 50-state affiliated medical group, a 22,500-square-foot affiliated pharmacy, and a U.S.-based patient care center. Our company — with offices in New York City; Greenville, SC; and Huntington Beach, CA — is powered by a dynamic team of passionate professionals. From clinicians and technologists to creatives and analysts, we're united by a shared mission to revolutionize healthcare. Employees enjoy a collaborative and inclusive work environment, hybrid work culture, and numerous opportunities for growth. Want your work to matter? Join us in building a future of accessible, innovative, and compassionate care.

About the role

We are seeking an experienced and strategic Manager of Patient Experience and Project Management Office (PMO) to lead initiatives that enhance patient-centered care while driving organizational projects to successful completion. This role serves as a critical bridge between clinical, operational, and administrative teams, ensuring that patient experience priorities are embedded into enterprise-wide projects and process improvements.

The ideal candidate brings a strong background in patient experience, proven success in cross-functional leadership, and the ability to manage complex projects in a healthcare environment.

Responsibilities

Patient Experience Leadership

• Lead and advance patient experience strategies aligned with organizational goals and quality standards
• Analyze patient feedback, satisfaction data, and experience metrics to identify trends and improvement opportunities
• Partner with clinical and operational leaders to design and implement patient-centered initiatives
• Oversee service recovery processes and ensure timely resolution of patient concerns
• Promote a culture of empathy, accountability, and continuous improvement across the organization

Project Management Office (PMO) Oversight

• Establish and manage PMO standards, tools, and methodologies to support organizational initiatives
• Lead and oversee cross-functional projects from initiation through execution and closure
• Ensure projects are delivered on time, within scope, and aligned with strategic priorities
• Facilitate collaboration among clinical, operational, IT, and administrative stakeholders
• Track project performance, risks, dependencies, and outcomes, providing regular executive-level reporting
• Support change management efforts related to patient experience and operational improvement initiatives

• Bachelor’s degree in Healthcare Administration, Business Administration, Project Management, or a related field
• Master’s degree preferred
• Proven background in patient experience leadership within a healthcare setting
• Demonstrated success managing cross-functional, enterprise-wide initiatives
• Experience establishing or leading a Project Management Office (PMO) or managing complex project portfolios
• Strong knowledge of healthcare operations, patient satisfaction metrics, and service excellence frameworks
• Proficiency in project management tools and methodologies (e.g., Agile, Waterfall, Lean, Six Sigma)
• Exceptional communication, facilitation, and stakeholder management skills
• Strong analytical, organizational, and problem-solving abilities
• Ability to influence without authority and navigate complex organizational structures

Preferred Certifications

• Project Management Professional (PMP) or equivalent
• Lean Six Sigma (Green Belt or Black Belt)
• Certified Patient Experience Professional (CPXP)

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability