Associate Vice President – Member Experience

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Vice President

👻 Ghost score 16%

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AffirmedRx, a Public Benefit Corporation

WebsiteLinkedInAll Job Openings

11 - 50 employees

🏥 Healthcare

⚕️ Healthcare Insurance

Healthcare • Healthcare Insurance

AffirmedRx is a Public Benefit Corporation dedicated to transforming the pharmacy benefit management (PBM) industry. Focused on transparency, patient-centric care, and innovative solutions, AffirmedRx aims to overcome the complexities and opacity that traditionally plague the PBM sector. By empowering individuals and organizations, the company provides clarity and unwavering support in navigating pharmacy benefits. AffirmedRx stands for integrity and partnership, striving to offer a healthier and more informed pharmacy benefits experience while boldly tackling the rising costs of healthcare and pharmaceuticals.

📋 Description

• Set and own the digital member experience strategy and multi-year roadmap aligned to AffirmedRx’s growth plan and client commitments • Serve as the voice of the member in technology decisions and establish digital experience standards, governance, and prioritization frameworks • Present digital experience performance, roadmap, and investment recommendations to the VP, Member Optimization and senior leadership • Own member-facing platforms including the member app, portal, CRM, IVR and telephony, chat and messaging, and Voice of Customer tools • Define business requirements, user stories, and acceptance criteria; partner with Product and IT through design, build, testing, and release • Lead user acceptance testing and release readiness while ensuring quality, accessibility, HIPAA compliance, and other applicable requirements • Oversee integrations and data flows for eligibility, claims, drug pricing, and pharmacy data • Lead evaluation, selection, and implementation of member experience vendors and platforms • Design digital navigation tools for lower-cost medications and pharmacies, coverage and pricing, prior authorization tracking, and clinical program enrollment • Expand self-service capabilities and design handoffs between digital channels and Patient Care Advocates • Lead journey mapping, usability testing, service design, and continuous improvement • Own the digital member experience scorecard and drive accountability for adoption, engagement, resolution, contact deflection, CSAT, NPS, and CES • Use analytics, Voice of Customer feedback, and behavioral data to identify improvement opportunities • Build business cases for digital investments and measure returns, cost-to-serve, and client value • Demonstrate digital member experience capabilities to clients, benefits consultants, and prospects during sales pursuits, finalist presentations, and renewals • Support client implementations, configurations, and member communications • Lead complex cross-functional digital initiatives from concept through launch without direct reporting authority • Lead change management and adoption, including member communications, advocate training, and client rollout • Build organizational capability in member-centered design

🎯 Requirements

• Bachelor’s degree in Business, Healthcare Administration, Information Systems, or related field required; advanced degree preferred • 15+ years of progressive experience in digital experience, member/customer experience, product, or healthcare technology, including significant experience leading cross-functional programs • Pharmacy Benefit Management (PBM), pharmacy benefits, health plan, or healthcare navigation experience required • Experience as a business owner or executive sponsor for member-facing technology, including app and portal platforms, CRM, IVR and telephony, chat, and Voice of Customer tools • Strong technical aptitude, including business requirements, agile product development, user acceptance testing, system integrations, and vendor implementations • Track record increasing digital adoption and self-service, with measurable improvement in NPS, CSAT, or comparable measures • Strong analytical skills, including data, Voice of Customer insight, and journey analytics • Ability to lead complex cross-functional initiatives and influence leaders without direct authority • Excellent communication skills, including presenting to clients, benefits consultants, and senior leaders • Ability to set long-range strategy while staying close to execution in ambiguous, fast-changing environments • Certified Customer Experience Professional (CCXP) credential preferred

🏖️ Benefits

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