Associate Vice President, Patient Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and clearly communicate the enterprise-wide patient experience vision and long-term strategy, ensuring it aligns with overall company goals and growth objectives.

• Establish the service model, standards, and patient experience philosophy that Directors and their teams will implement in their operations.

• Anticipate changes in the PBM, payer, and healthcare environments — including regulatory, competitive, and clinical shifts — and position the function to effectively lead through these transitions.

• Act as the executive representative for patients internally, ensuring their needs are considered in product, clinical, commercial, and operational decisions.

• Lead a complex organization through direct reports at the Director level, who will manage Managers and Patient Care Advocates, creating a scalable structure that grows with the business.

• Develop and mentor senior leaders while cultivating a strong talent pool and ensuring clear succession planning within the function.

• Establish the organizational culture rooted in empathy, accountability, and patient-centered care, holding leaders responsible for its maintenance.

• Define the workforce strategy, encompassing staffing models, capacity planning, and decisions on building or partnering to support efficient scaling.

• Collaborate with the executive leadership team on the health, performance, and strategic direction of the Patient Experience function.

• Foster and maintain senior-level relationships with external stakeholders — including health plans, manufacturers, providers, pharmacies, and third-party financial assistance partners — to enhance resources and access for patients.

• Represent the organization in critical escalations, strategic negotiations, and industry forums.

• Lead the transformation of the patient experience through technology, automation, and process redesign, partnering with Product, IT, and Data to scale new capabilities.

• Advocate for patient insights, journey mapping, and voice-of-the-patient initiatives to continuously refine the service model.

• Set the enterprise standard for quality and compliance, ensuring all programs meet regulatory requirements while prioritizing patient-first approaches.

• Manage the budget and P&L for the Patient Experience function, balancing cost-effective operations with investments in patient outcomes.

• Define key performance metrics — including patient satisfaction (NPS/CSAT), outcomes, retention, resolution, and efficiency — and ensure organizational accountability to these metrics.

• Convert data into actionable strategy, utilizing analytics to identify investment opportunities, areas for improvement, and ways to demonstrate the function’s value to the business.

⛳️ Requirements

• Doctor of Pharmacy (Pharm.D.) or an advanced degree in a related field, or a comparable level of experience in clinical pharmacy/healthcare; advanced business or leadership qualifications (e.g., MBA, MHA) are advantageous.

• Over 15 years of significant senior leadership experience in healthcare, PBM, payer, or provider environments, including experience in leading leaders (overseeing Directors and Managers) and managing multi-team or multi-site organizations.

• A proven history of developing strategy and achieving measurable improvements in patient experience, outcomes, and operational performance on a large scale.

• In-depth knowledge of pharmacy and medical benefit structures, copay assistance, prior authorization, appeals, and the broader healthcare regulatory landscape.

• Executive presence and outstanding communication skills, capable of influencing at the C-suite level and representing the organization in external engagements.

• Demonstrated success in leading transformation efforts across technology, processes, and culture in a large or expanding organization.

• Strong financial and analytical skills, with experience in managing a budget or P&L and making data-driven investment choices.

• Profound empathy for patients and an unwavering commitment to maintaining patient confidentiality and ethical standards.

• Ability to work in a private, quiet workspace for remote work.

• Willingness to travel up to 30% for leadership meetings, team development, partner engagements, and conferences.

🏝️ Benefits

• Competitive compensation package, which includes health, dental, vision, and other benefits.