Director of Patient Experience

About Probably Genetic

Probably Genetic is changing the lives of patients living with severe, complex diseases. Our data platform is used by drug developers and patient advocacy groups to develop and launch treatments for these patients. Our technology discovers undiagnosed patients online, analyzes their disease state using machine learning and at-home testing, and enables compliant communication with patients. In doing so, we help patients access diagnoses, clinical trials, and treatments as early as possible.

We are a tight-knit group of hard-working, ambitious problem solvers united by a mission greater than ourselves. We do well by doing right by patients. We are developing some of the most cutting-edge solutions in healthcare, and our roadmap is packed with innovations in bioinformatics, AI, and drug development. We have built a lean, all-star team to help us bring our vision to life, and we want you to be a part of it.

Probably Genetic has raised multiple rounds of funding from Silicon Valley’s best investors, including Threshold, Khosla, and Y Combinator, and offer competitive salaries, comprehensive benefits, and meaningful early stage equity.

About the role

The Director of Patient Experience will serve as the architect of our patient journey—from first awareness through ongoing engagement—driving enrollment in our research and testing programs through strategic storytelling, authentic community building, and exceptional experience design. This role uniquely blends marketing expertise with patient advocacy, owning both the communications strategy that attracts patients and the end-to-end experience that determines whether their journey with us is positive, neutral, or negative.

What you will do

Strategic Marketing & Communications Leadership

• Develop and execute comprehensive marketing strategies that translate our mission into compelling patient stories, messaging frameworks, and content that drives enrollment in research and testing programs

• Own the creative vision and tactical execution across all patient-facing communications channels (digital, social, email, direct mail, events, etc.)

• Produce marketing campaigns that seamlessly guide patients through awareness, consideration, enrollment, and retention

• Establish and manage performance metrics with a relentless focus on research or testing enrollment conversion rates

• Foster a data-driven, "test-and-learn" culture using A/B testing and rapid-cycle experimentation to continuously improve messaging effectiveness and patient response

Patient Advocacy & Influencer Relations

• Cultivate and steward authentic relationships with patient advocates, patient influencers, thought leaders, and key opinion leaders in the patient community

• Develop a patient advocacy program that amplifies patient voices and integrates lived experiences into our communications and service design

• Partner with patient advocates to co-create content, campaigns, and community initiatives that reflect genuine patient needs and perspectives

• Identify and activate patient champions who can authentically represent our programs within their networks

Community Building & Engagement

• Design and lead both online and in-person community-building initiatives that create belonging, trust, and sustained engagement among current and prospective patients

• Develop multi-modal engagement approaches combining synchronous (events, calls, video) and asynchronous (social media, forums, email, text) touchpoints into a cohesive community experience

• Create patient education and support programs that empower patients throughout their research/testing journey

• Build community feedback loops that continuously inform program improvements and communications strategy

Patient Experience Ownership

• Serve as the single-threaded owner of the entire patient journey, from initial outreach through program completion, ensuring every touchpoint reflects our values and drives positive outcomes

• Map and optimize all patient interactions across the experience lifecycle, identifying and eliminating friction points that impact enrollment, satisfaction, or retention

• Partner cross-functionally with acquisition marketing, program operations, patient support, and technology teams to ensure seamless handoffs and consistent patient experience

• Champion the voice of the patient across the organization, serving as the internal advocate for patient-centered decision-making

• Develop workflows, policies, and communication protocols that embed empathy, clarity, and responsiveness into every patient int