Director, Patient Experience

Job not on LinkedIn

🔥 22 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 16%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

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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

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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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