Director, Patient Experience

🕒 Ontem

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

👻 Score fantasma 18%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Por que essa pontuação:

• Aberta há 2 dias.
• As vagas desta empresa costumam ser preenchidas em 22 dias.
• Sem salário divulgado.

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AffirmedRx, a Public Benefit Corporation

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🏥 Saúde

⚕️ Seguro de Saúde

Healthcare • Healthcare Insurance

AffirmedRx é uma Corporação de Benefício Público dedicada a transformar a indústria de gestão de benefícios farmacêuticos (PBM). Focada em transparência, cuidado centrado no paciente e soluções inovadoras, a AffirmedRx visa superar as complexidades e a opacidade que tradicionalmente afligem o setor de PBM. Empoderando indivíduos e organizações, a empresa oferece clareza e suporte inabalável na navegação dos benefícios farmacêuticos. A AffirmedRx defende a integridade e a parceria, esforçando-se para oferecer uma experiência de benefícios farmacêuticos mais saudável e informada, enfrentando audaciosamente o aumento dos custos de saúde e produtos farmacêuticos.

Descrição

• Serve as the senior operational leader for the Patient Experience function • Set operational priorities and lead day-to-day execution across functions • Lead, coach, and develop managers and operational leaders • Develop and execute the Patient Experience operating plan and roadmap • Make operational decisions, mitigate service risks, direct corrective actions, and escalate material matters • Own workforce and capacity planning, including demand forecasting, workload distribution, staffing needs, productivity assumptions, and coverage strategies • Develop staffing, resource, and budget recommendations and monitor productivity and costs • Lead operational readiness for client implementations, formulary changes, benefit transitions, and service model changes • Coordinate internal teams and external service partners to maintain service continuity and accountability • Establish and manage operational KPIs and performance routines • Deliver manager-level, departmental, and executive-ready reporting • Use operational data, patient feedback, satisfaction results, and service trends to prioritize improvements • Oversee quality assurance and coaching frameworks • Ensure procedures, knowledge resources, workflows, and escalation standards are documented and compliant • Drive root-cause analysis and corrective action for recurring issues and operational inefficiencies • Champion cross-functional process improvements and change adoption • Partner with Client Management, Clinical, Implementations, IT, Compliance, and vendor teams • Provide leadership oversight for complex or systemic escalations • Represent Patient Experience in executive and cross-functional reviews and enterprise planning

🎯 Requisitos

• Bachelor’s degree in healthcare administration, business, operations, or a related field, or equivalent relevant experience; advanced degree or applicable professional certification preferred • 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 • Strong understanding of pharmacy benefit management, benefit administration, patient navigation, and related operational processes preferred • 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; ability to influence across teams and vendor relationships • Experience with CRM/case management tools, reporting platforms, workforce management tools, and standard business productivity software • Knowledge of applicable privacy, compliance, and service standards; commitment to confidentiality and ethical practices • 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

🏖️ Benefícios

• Competitive compensation, including health, dental, vision and other benefits • Opportunity to impact industry change in the pharmacy benefits management space while delivering high-quality patient outcomes • Culture where people thrive • Remote work arrangement

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