Director of Patient Experience

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

📋 Description

• Take ownership of patient experience KPIs for the company's largest accounts, focusing on performance tracking, root cause analysis, and continuous improvement planning.

• Establish strategy and accountability for patient experience outcomes.

• Convert client expectations and service commitments into quantifiable operational objectives.

• Manage cost-per-fill while ensuring service quality, compliance, and patient satisfaction are upheld.

• Lead, mentor, and nurture a large, multi-tiered leadership team.

• Handle high-impact client and patient escalations, preventing future occurrences.

• Collaborate with operations, product, clinical, and finance teams.

• Leverage data and insights to uncover trends, risks, and opportunities related to patient experience, costs, and operational execution.

• Report directly to the Vice President of Customer Success.

• Oversee vendor relationships, internal team performance, and KPI delivery for major clients.

• Engage in regular meetings with senior leadership and key client representatives.

⛳️ Requirements

• Bachelor's degree or an equivalent combination of education and/or experience (Required).

• A minimum of 7 years of experience leading Call Center operations with at least 500+ FTE (Required).

• Experience in leading Vendor Operations with over 500 FTE (Preferred).

• Background in pharmacy services, healthcare services, or regulated clinical settings (Preferred).

• Proven experience managing patient experience outcomes for large or enterprise clients, including SLA and KPI performance (Preferred).

• Experience collaborating with product and technology teams to enhance patient experience through tools and workflow design (Preferred).

• Comprehensive knowledge of patient experience principles across healthcare or pharmacy services, pharmacy operations, patient journeys, patient experience metrics, and regulatory/compliance considerations such as HIPAA (Required).

• Familiarity with cost drivers in pharmacy or healthcare operations, digital patient experience platforms, and enterprise client relationships (Preferred).

• Strong leadership skills within large, front-line-heavy organizations (Required).

• Data-driven problem-solving abilities, including root cause analysis and trend identification (Required).

• Excellent stakeholder management and communication skills (Required).

• Escalation management expertise for critical patient and client issues (Required).

• Strong change management skills (Preferred).

• Ability to balance patient experience quality with operational efficiency and cost constraints (Required).

• Capacity to influence without direct authority (Required).

• Proficiency in articulating patient experience risks and opportunities to executive leadership (Required).

• Skill in building accountability for patient experience outcomes (Required).

• Capability to lead and scale patient experience functions, formulate strategy, define KPIs, and drive continuous improvement (Required).

• Ability to design and scale operating models to enhance consistency and quality (Preferred).

• Ability to foresee patient experience risks and modify strategy and operations accordingly (Preferred).

• Ability to represent the patient voice during executive planning discussions (Preferred).

• Ability to navigate ambiguity during periods of growth, system changes, or regulatory shifts (Preferred).

• Ability to connect patient experience outcomes to retention, cost, and client satisfaction (Preferred).

• Capability to remain stationary for extended durations while writing or reviewing documentation.

• Ability to work on a computer for the entirety of the shift.

• Capacity to attend virtual meetings with cross-functional teams.

🏝️ Benefits

• Hybrid remote work arrangement.

• Flexible schedule with occasional night and weekend hours based on business needs.

• Cross-functional collaboration with senior leadership and key client representatives.

• Inclusive work environment with a commitment to diversity.

• Equal employment opportunity.