Director, Patient Experience

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

📋 Description

• Act as the primary operational leader for the Patient Experience function.

• Establish operational priorities and oversee daily execution across various functions.

• Guide, mentor, and develop managers and operational leaders.

• Create and implement the Patient Experience operating plan and roadmap.

• Make critical operational decisions, address service risks, direct corrective measures, and escalate significant issues.

• Manage workforce and capacity planning, which includes demand forecasting, workload allocation, staffing requirements, productivity expectations, and coverage strategies.

• Formulate staffing, resource, and budget recommendations while tracking productivity and costs.

• Lead operational preparedness for client implementations, formulary modifications, benefit transitions, and changes in service models.

• Collaborate with internal teams and external service providers to ensure service continuity and accountability.

• Set and oversee operational KPIs and performance routines.

• Produce reports suitable for managers, departments, and executive audiences.

• Utilize operational data, patient feedback, satisfaction metrics, and service trends to prioritize enhancements.

• Supervise quality assurance and coaching frameworks.

• Ensure that procedures, knowledge resources, workflows, and escalation protocols are documented and compliant.

• Conduct root-cause analysis and implement corrective actions for recurring challenges and operational inefficiencies.

• Advocate for cross-functional process enhancements and the adoption of changes.

• Collaborate with Client Management, Clinical, Implementations, IT, Compliance, and vendor teams.

• Provide leadership oversight for complex or systemic escalations.

• Represent Patient Experience in executive and cross-functional reviews and enterprise planning.

⛳️ Requirements

• Bachelor’s degree in healthcare administration, business, operations, or a related field, or equivalent relevant experience; advanced degree or professional certification is preferred.

• Over 10 years of progressive leadership experience in healthcare operations, patient/member services, contact center operations, pharmacy benefits, insurance, or similar environments.

• Proven experience in managing managers or complex cross-functional operations.

• Demonstrated accountability for operational performance, workforce or capacity planning, quality initiatives, reporting, and process improvements.

• Strong knowledge of pharmacy benefit management, benefit administration, patient navigation, and relevant operational processes is preferred.

• Ability to define operational KPIs, analyze trends, present insights suitable for executives, and translate findings into actionable plans.

• Exceptional leadership, communication, judgment, and stakeholder management abilities; capable of influencing across teams and vendor relationships.

• Familiarity with CRM/case management tools, reporting platforms, workforce management systems, and standard business productivity software.

• Understanding of applicable privacy, compliance, and service standards; commitment to confidentiality and ethical practices.

• Ability to juggle competing priorities, manage organizational change, and thrive in a fast-paced, evolving environment.

• Willingness to travel 10–20% for meetings, training, and organizational requirements.

🏝️ Benefits

• Competitive compensation package, including health, dental, vision, and additional benefits.

• Opportunity to influence industry change in the pharmacy benefits management sector while ensuring high-quality patient outcomes.

• A culture that fosters personal and professional growth.

• Flexible remote work arrangement.