Digital Patient Experience Architect

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

📋 Description

• Take ownership of identifying, planning, implementing, and promoting AnewHealth’s patient-focused digital engagement ecosystem.

• Create and sustain the digital patient experience roadmap covering referral/conversion, initiation of care, engagement center, medication readiness, refill readiness, and continuous retention.

• Convert journey playbooks, service recovery standards, and sanctioned patient communications into digital specifications, workflow logic, launch readiness criteria, and optimization strategies.

• Manage the performance of digital touchpoints, including adoption rates, engagement levels, completion rates, drop-off rates, escalation rates, avoidable contact reduction, digital containment, time-to-resolution, and patient confidence metrics.

• Spearhead the transformation of the digital front door from initial outreach through education, activation, account creation, medication confirmation, and completion of subsequent steps.

• Oversee the digital enablement strategy for the Health Navigator experience, including completeness of packets, resolution of missing information, readiness gates, visibility of progress, escalation triggers, and human handoffs.

• Collaborate with teams such as Patient Experience Design & Delivery, Product, IT, Operations, Growth, Compliance, Legal, Telecoms, Patient Insights & Analytics, and AI/automation vendors.

• Facilitate continuous improvement routines by tracking friction signals, pinpointing root causes, prioritizing solutions, coordinating resolutions, and evaluating outcomes.

• Direct the performance and optimization strategy for AI-driven patient engagement capabilities.

• Establish and uphold digital readiness standards for operational, product, policy, and technology modifications.

• Detect digital experience gaps that lead to avoidable contacts, escalations, delays in readiness, medication completeness issues, or patient confusion.

• Generate executive-level reports linking digital engagement performance to patient trust, retention, savings, reduction of avoidable contacts, medication completeness, packet readiness, adoption, and scalability.

• Exemplify AnewHealth’s Core Values and undertake additional tasks as assigned.

• Work an average of 40 hours per week, with availability outside of regular business hours on an ad-hoc basis.

• Travel may be required for events, meetings, trade shows, conferences, and client interactions.

• No direct supervisory responsibilities; may guide 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 a related field.

• 6+ years of progressive experience in digital engagement, digital product management, patient/customer experience, healthcare technology, digital transformation, or similar areas.

• Proven experience in developing roadmaps, defining business and user requirements, prioritizing digital enhancements, and collaborating with Product/IT teams during launch and post-launch optimization.

• Experience leading cross-functional projects with Product, IT, Operations, Compliance, Legal, Analytics, Telecoms, Growth, and/or business stakeholders.

• Expertise in utilizing engagement data to identify friction points, enhance adoption, minimize avoidable contacts, and assess performance against established outcomes.

• Strong skills in digital strategy and product thinking.

• Capability to translate patient needs, journey requirements, and enterprise priorities into actionable roadmaps and measurable results.

• Proficiency in leading complex, cross-functional initiatives in a matrixed environment without solely depending on direct authority.

• In-depth understanding of patient journey design, digital adoption, friction reduction, and the effects of digital engagement on trust, retention, operational efficiency, and patient confidence.

• Ability to define digital engagement KPIs, analyze performance data, identify root causes, and develop prioritized improvement plans.

• Strong executive communication and storytelling abilities.

• Robust project and roadmap leadership skills, including requirements definition, dependency tracking, issue escalation, launch readiness, adoption strategies, and post-launch monitoring.

• Good judgment in regulated environments and the ability to collaborate with Compliance and Legal on patient-facing workflows, digital outreach, consent language, AI-enabled interactions, and service recovery cases.

• Capacity to work with Product and IT to convert digital patient experience needs into user stories, workflow requirements, instrumentation needs, and release priorities.

• Applicants must be eligible to work in this country.

• A Master’s or PharmD degree is preferred.

• Preferred qualifications include healthcare experience, familiarity with AI-enabled engagement solutions, omnichannel orchestration, and knowledge of listed digital platforms and tools.

🏝️ Benefits

• Medical, dental, and vision insurance coverage.

• Flexible spending accounts available.

• Company-sponsored life insurance.

• Company-paid short-term disability benefits.

• Optional voluntary benefits.

• 401(k) retirement plan.

• Paid Time Off (PTO).

• Paid holidays.

• Remote work opportunity.

• Opportunities for travel related to organization or departmental events, team meetings, trade shows, conferences, and client engagements.