Digital Patient Experience Architect

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏛️ Architect

👻 Ghost score 10%

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ExactCare

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

🏥 Healthcare

⚕️ Healthcare Insurance

💊 Pharmaceuticals

💰 Private Equity Round on 2016-03

Healthcare • Healthcare Insurance • Pharmaceuticals

ExactCare is a leading pharmacy care management provider that specializes in medication management for individuals with complex, chronic medical needs. With operations in all 50 states and Washington, D. C. , ExactCare supports more than 100,000 people nationwide, helping them manage their medications in assisted living, long-term care facilities, and at home. Partnering with healthcare organizations, ExactCare aims to improve clinical outcomes by ensuring better medication adherence, reducing readmissions, and lowering overall healthcare costs.

📋 Description

• Own the enterprise solution identification, roadmap, implementation, and adoption of AnewHealth’s patient-facing digital engagement ecosystem • Develop and maintain the digital patient experience roadmap across referral/conversion, start of care, engagement center, medication readiness, refill readiness, and ongoing retention • Translate journey playbooks, service recovery standards, and approved patient communications into digital requirements, workflow logic, launch readiness criteria, and optimization plans • Own digital touchpoint performance, including adoption, engagement, completion, drop-off, escalation rate, avoidable contact reduction, digital containment, time-to-fix, and patient confidence indicators • Lead transformation of the digital front door from initial outreach through education, activation, account creation, medication confirmation, and next-step completion • Own the digital enablement strategy for the Health Navigator experience, including packet completeness, missing information resolution, readiness gates, progress visibility, escalation triggers, and human handoffs • Partner with Patient Experience Design & Delivery, Product, IT, Operations, Growth, Compliance, Legal, Telecoms, Patient Insights & Analytics, and AI/automation vendors • Lead continuous improvement routines by monitoring friction signals, identifying root causes, prioritizing fixes, coordinating resolution, and measuring outcomes • Own the performance and optimization strategy for AI-enabled patient engagement capabilities • Define and maintain digital readiness standards for operational, product, policy, and technology changes • Identify digital experience gaps causing avoidable contacts, escalations, readiness delays, medication completeness issues, or patient confusion • Create executive-level reporting connecting digital engagement performance to patient trust, retention, savings, avoidable contact reduction, medication completeness, packet readiness, adoption, and scalability • Embody AnewHealth’s Core Values and perform other duties as assigned • Work an average of 40 hours per week and be available outside normal business hours on an ad-hoc basis • Travel may be required for events, meetings, trade shows, conferences, and client engagements • No direct supervisory responsibility; may direct contractors or dotted-line resources

🎯 Requirements

• Bachelor’s degree in Product Management, Digital Experience, Healthcare Administration, Business, Marketing, Communications, Human-Computer Interaction, Information Systems, or related field • 6+ years of progressive experience in digital engagement, digital product management, patient/customer experience, healthcare technology, digital transformation, or related fields • Experience developing roadmaps, defining business and user requirements, prioritizing digital improvements, and partnering with Product/IT teams through launch and post-launch optimization • Experience leading cross-functional initiatives with Product, IT, Operations, Compliance, Legal, Analytics, Telecoms, Growth, and/or business stakeholders • Experience using engagement data to identify friction, improve adoption, reduce avoidable contacts, and measure performance against defined outcomes • Strong digital strategy and product-thinking skills • Ability to translate patient needs, journey requirements, and enterprise priorities into actionable roadmaps and measurable outcomes • Ability to lead complex, cross-functional initiatives in a matrixed environment without relying solely on direct authority • Strong understanding of patient journey design, digital adoption, friction reduction, and digital engagement impacts on trust, retention, operational efficiency, and patient confidence • Ability to define digital engagement KPIs, interpret performance data, identify root causes, and create prioritized improvement plans • Strong executive communication and storytelling skills • Strong project and roadmap leadership skills, including requirements definition, dependency tracking, issue escalation, launch readiness, adoption planning, and post-launch monitoring • Strong judgment in regulated environments and ability to partner with Compliance and Legal on patient-facing workflows, digital outreach, consent language, AI-enabled interactions, and service recovery use cases • Ability to partner with Product and IT to translate digital patient experience needs into user stories, workflow requirements, instrumentation needs, and release priorities • Applicants must be eligible to work in this country • Master’s or PharmD degree preferred • Healthcare experience, AI-enabled engagement solutions, omnichannel orchestration, and familiarity with listed digital platforms and tools preferred

🏖️ Benefits

• Medical, dental, and vision coverage • Flexible spending accounts • Company-paid life insurance • Company-paid short-term disability • Voluntary benefits • 401(k) • Paid Time Off • Paid holidays • Remote work position • Travel opportunities for organization or department events, team meetings, trade shows, conferences, and client engagements