Director, Patient Experience

The role

The Director, Patient Experience serves as the senior operational leader for the Patient Experience function. This person will lead assigned managers and operational teams to develop and execute operating strategies and service delivery.

What you will do

• Set Patient Experience operational priorities and lead day-to-day execution
• Lead, coach, and develop assigned managers and operational leaders
• Develop and execute the Patient Experience operating plan and roadmap
• Make timely operational decisions and mitigate service risks
• Own the Patient Experience workforce and capacity planning model
• Develop staffing, resource, and budget recommendations
• Lead Patient Experience operational readiness for new client implementations and service model changes
• Establish and manage operational KPIs and performance routines
• Oversee a standardized quality assurance and coaching framework
• Partner with cross-functional teams to improve end-to-end service delivery

Required qualifications

• Bachelor’s degree in healthcare administration, business, operations, or a related field, or equivalent relevant experience
• 10+ years of progressive leadership experience in healthcare operations, patient/member services, contact center operations, pharmacy benefits, insurance, or related settings
• Experience managing managers or complex cross-functional operations
• Demonstrated ownership of operational performance, workforce or capacity planning, quality programs, reporting, and process improvement
• Ability to define operational KPIs, analyze trends, present executive-ready insights, and turn findings into practical action plans
• Excellent leadership, communication, judgment, and stakeholder management skills
• Experience with CRM/case management tools, reporting platforms, workforce management tools, and standard business productivity software
• Knowledge of applicable privacy, compliance, and service standards
• Ability to balance competing priorities, manage organizational change, and operate effectively in a fast-paced, growing environment
• Willingness to travel up to 10-20 % for meetings, training, and organizational needs

Nice to have

• Advanced degree
• Applicable professional certification
• Strong understanding of pharmacy benefit management, benefit administration, patient navigation, and related operational processes

Benefits

• Competitive compensation
• Health
• Dental
• Vision
• Other benefits

About the company

AffirmedRx is on a mission to improve health care outcomes by bringing clarity, integrity, and trust to pharmacy benefit management. They aim to make pharmacy benefits easy to understand, straightforward to access and always in the best interest of employers and the lives they impact.