Senior Manager, Patient Insights

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ExactCare

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

⚕️ Healthcare Insurance

💊 Pharmaceuticals

💰 Private Equity Round on 2016-03

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

• Lead Voice of Patient insight synthesis across key patient signal sources, including surveys, NPS, complaints, escalations, patient calls, reviews, sentiment themes, digital engagement signals, communications performance, and operational friction points. • Translate patient feedback and experience signals into prioritized recommendations that improve patient trust, clarity, retention, digital adoption, medication completeness, packet readiness, and overall journey reliability. • Own closed-loop insight tracking for the Patient Experience COE, including the process for moving from signal identification to theme validation, prioritization, action, implementation, and outcome measurement. • Review and refresh the top patient friction drivers by journey stage, including referral/conversion, start of care, first 90 days, engagement center interactions, and ongoing support and retention. • Own the digital enablement strategy for the Health Navigator experience, including guided workflows that support packet completeness, missing information resolution, packet readiness, readiness gates, progress visibility, escalation triggers, and appropriate human handoffs. • Partner with Patient Experience leadership to ensure insights inform journey enablement playbooks, patient-facing readiness standards, communications governance, and service recovery planning. • Partner with Operations, Clinical, Growth, and partner-facing teams to validate root causes, understand frontline workflow implications, and identify experience insights that impact referral conversion, onboarding completion, patient activation, partner confidence, and practical execution. • Support AI-driven patient sentiment initiatives by helping define theme taxonomy, QA sampling approaches, classification logic, escalation categories, and actionability standards. • Maintain a prioritized patient insights backlog, ensuring high-impact themes are documented, routed to the right owners, and tracked through resolution or decision. • Support experience measurement for major initiatives, pilots, change events, and transformation workstreams by defining baseline patient signals, expected impact, leading indicators, and post-launch insight readouts. • Create monthly insight readouts for Patient Experience leadership and cross-functional partners, including key themes, top drivers, actions in flight, ownership, status, measurable movement over time, and any future recommendations with respective ROI.

🎯 Requirements

• Bachelor's degree in Communications, Marketing, Healthcare Administration, Business, Public Health, Health Informatics, Customer Experience, Data Analytics, or related field • 7+ years of progressive experience in patient experience, customer experience, patient communications, healthcare strategy, insights, marketing strategy, service design, operations enablement, or related disciplines • Experience translating patient/customer feedback, sentiment, complaints, surveys, or operational signals into actionable recommendations and improvement priorities • Strong background in patient or customer communications strategy • Experience developing executive-ready narratives, recommendations, and readouts that synthesize multiple inputs into clear business and patient experience implications • Experience partnering cross-functionally with Operations, Clinical, Product/IT, Growth, Compliance, Analytics, or business leaders to validate root causes and drive action from insights • Preferred: Healthcare experience including pharmacy, payer, provider, care delivery, patient access, patient onboarding, contact center, medication management, or digital health experience • Preferred: Experience with Voice of Customer or Voice of Patient programs, NPS/survey programs, complaints and escalations analysis, sentiment analysis, journey mapping, or closed-loop improvement systems. • Preferred: Experience supporting AI-enabled sentiment, text classification, survey analytics, or patient feedback categorization, including QA validation and theme taxonomy development

🏖️ Benefits

• Medical/dental/vision • Flexible spending • Company-paid life insurance and short-term disability • Voluntary benefits • 401(k) • Paid Time Off • Paid holidays