Head of Patient Experience & Operations

About KlarityKlarity Health is one of the largest telehealth networks in the U.S. for psychiatric medication management. Thousands of independent clinicians use our platform to deliver care to patients across the country — from ADHD and anxiety to depression, insomnia, and complex med management. We're building the operating system for modern outpatient psychiatry, and we're rebuilding patient operations to match.The roleWe're hiring a Head of Patient Experience & Operations to lead how patients move through Klarity — from first visit through ongoing care — and to rebuild that experience around AI-native operations.The work spans patient engagement, scheduling, intake, post-visit follow-up, support, and care navigation. Today, a team of patient advocate team members handles this work alongside a growing fleet of AI agents. Twelve months from now, we expect AI agents to handle a significant part of patient interactions, with a human team handling everything that matters most — the moments where judgment, empathy, and accountability are non-negotiable.You will lead that entire program. You will own both the operating model and the daily reality of running it well.What you'll ownThe patient operating model. Every workflow a patient touches — scheduling, reminders, intake, post-visit check-ins, support tickets, care navigation. You define how it works, who does it (human or agent), and what "good" looks like at every step.A team of patient advocates and a fleet of agents. You'll lead our care coordination team and partner with engineering to build, deploy, and improve the AI agents that handle patient-facing work. You'll hire, coach, and grow the human team while expanding what the agents can safely do.SOPs and the work itself. You will write SOPs and rewrite them when they're wrong. You'll sit with a coordinator handling a hard case, figure out why the system failed them, and fix it — because an agent trained on a broken SOP just breaks faster.The patient experience when things go wrong. When a patient's appointment falls through, their refill is delayed, or their experience breaks down for any reason, your team owns the resolution and influences providers to actions without delays. You will personally handle the hard escalations until you've built a team that handles them better than you would.Compliance, conduct, and the hard calls. Patient safety and trust depend on consistent enforcement of our standards — on both sides of the visit. In partnership with our compliance and company leadership, your team is the operational arm that acts on those standards. That means engaging providers when their conduct or quality falls short, coaching toward correction where possible, and making the hard call when it's not — including removing providers who damage the patient experience or compliance guidelines. It also means protecting our clinicians and platform from abuse: identifying fraudulent patient behavior, controlled-substance seeking, or policy violations, and acting decisively, including banning patients when warranted. These decisions are rarely clean. You'll own them with judgment, documentation, and care.Agent quality and safety. With engineering, you'll define what agents can and cannot do, build evaluation and escalation frameworks, and answer the question "is this agent actually working?" You'll read agent transcripts. You'll catch failure modes before patients do.The metrics that matter. Patient CSAT and retention. No-show and rebook rates. Time-to-resolution. Agent eval pass rate. You'll set the targets, build the dashboards, and bring the numbers to every leadership conversation.What we're looking forYou've run patient or customer operations at scale, and you've made them better with technology. 5+ years in operations leadership, ideally in healthcare, telehealth, or another high-touch service business. Bonus if you've operated inside a two-sided marketplace where trust and safety mattered. You've managed coordinators, support teams, or care teams and know what good and bad look like at the frontline.You're AI-fluent. You don't need to write production code, but you can spec an agent workflow, design an evaluation, read a transcript and explain why it failed, and partner with engineering as a real product owner. If you've deployed AI into a real operational workflow, even better.You lead by influence. Engineers don't report to you. Clinicians don't report to you. A big part of your job is earning the trust and prioritization of people who don't have to give it. You do this by being right, being useful, and being someone people want to work with.You do the work. You'll pick up the phone. You'll join the Zoom. You'll rewrite the SOP. You believe "hands-on" is the job, not a phase to graduate from.You can make hard calls and hold the line. Some of this work is uncomfortable — telling a provider their behavior isn't acceptable on our platform, removing a clinician for cause, banning a patient who's gaming the system. You make the call, document it well, communicate it cleanly, and define preventive mechanisms.You coach. People who've worked for you say it was when they grew the most. You can take a strong coordinator and turn them into a manager. You see your team as the senior layer of an AI-augmented system and treat their growth accordingly.You write clearly. SOPs, post-mortems, escalation frameworks, leadership updates. In an AI-native team, documents are how humans and agents share a brain.