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Associate Vice President – Patient Experience
Location
United States
Posted
15 days ago
Salary
0
Seniority
Mid Level
Job Description
Associate Vice President – Patient Experience
AffirmedRx, a Public Benefit Corporation
• Own and articulate the enterprise-wide patient experience vision and multi-year strategy, ensuring alignment with broader company goals and growth objectives • Define the service model, standards, and patient experience philosophy that Directors and their teams operationalize • Anticipate shifts across the PBM, payer, and healthcare landscape — regulatory, competitive, and clinical — and position the function to lead through them • Serve as the executive voice of the patient internally, ensuring patient needs are represented in product, clinical, commercial, and operational decisions • Lead a multi-layered organization through direct reports at the Director level, who in turn manage the Managers and Patient Care Advocates, building a structure that scales with the business • Develop and coach senior leaders, building a deep bench of talent and clear succession across the function • Set the culture for the organization — grounded in empathy, accountability, and patient-centered care, and hold leaders accountable for sustaining it • Define workforce strategy, including staffing models, capacity planning, and the build/partner decisions that support efficient scaling • Partner with the executive leadership team on the health, performance, and strategic direction of the Patient Experience function • Build and own senior-level relationships with external stakeholders — health plans, manufacturers, providers, pharmacies, and third-party financial assistance partners — to expand the resources and access available to patients • Represent the organization in high-stakes escalations, strategic negotiations, and industry forums • Drive transformation of the patient experience through technology, automation, and process redesign, partnering with Product, IT, and Data to bring new capabilities to scale • Champion patient insights, journey mapping, and voice-of-the-patient programs to continuously evolve the service model • Set the enterprise standard for quality and compliance, ensuring programs meet all regulatory requirements while remaining patient-first • Own the Patient Experience function’s budget and P&L, balancing cost-effective operations with investment in patient outcomes • Define the metrics that matter — patient satisfaction (NPS/CSAT), outcomes, retention, resolution, and efficiency — and hold the organization accountable to them • Translate data into strategy, using analytics to determine where to invest, where to improve, and how to demonstrate the function’s value to the business
Job Requirements
- Doctor of Pharmacy (Pharm.D.) or advanced degree in a related field, or equivalent depth of experience in clinical pharmacy / healthcare; advanced business or leadership credentials (e.g., MBA, MHA) a plus
- 15+ significant senior leadership experience in healthcare, PBM, payer, or provider settings, including experience leading leaders (managing Directors and Managers) and multi-team or multi-site organizations
- A track record of setting strategy and delivering measurable improvements in patient experience, outcomes, and operational performance at scale
- Deep fluency in pharmacy and medical benefit structures, copay assistance, prior authorization, appeals, and the broader healthcare regulatory environment
- Executive presence and exceptional communication skills, with the ability to influence at the C-suite level and represent the organization externally
- Demonstrated success leading transformation across technology, process, and culture within a large or growing organization
- Strong financial and analytical acumen, with experience owning a budget or P&L and making data-driven investment decisions
- Deep empathy for patients and an unwavering commitment to patient confidentiality and ethical standards
- Ability to work in a private, quiet workspace for remote work
- Ability to travel up to 30% for leadership meetings, team development, partner engagements, and conferences
Benefits
- Competitive compensation, including health, dental, vision and other benefits
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