Director, Patient Experience

AffirmedRx is on a mission to improve health care outcomes by bringing clarity, integrity, and trust to pharmacy benefit management. We are committed to making pharmacy benefits easy to understand, straightforward to access and always in the best interest of employers and the lives they impact. We accomplish this by bringing total clarity to business practices, leading with clinical approaches, and utilizing state-of-the-art technology.

Join us in improving health care outcomes for all!  We promise to do what’s right, always.

Position Summary:

The Director, Patient Experience serves as the senior operational leader for the Patient Experience function, accountable for the development and execution of the operating strategy and for scalable, consistent, high-quality service delivery. This role leads assigned managers and operational teams and owns workforce and capacity planning, service performance, quality assurance, process governance, operational readiness, and continuous improvement. Working directly with executive leadership and cross-functional partners, the Director establishes priorities, makes operational decisions within delegated authority, and ensures measurable results that support the patient experience and organizational objectives.

What you will do:

Operational Leadership and Management:

• Set Patient Experience operational priorities and lead day-to-day execution across functions, aligning staffing, workflows, service standards, and departmental plans with company objectives
• Lead, coach, and develop assigned managers and operational leaders; establish clear expectations, accountability, succession planning, and consistent management practices
• Develop and execute the Patient Experience operating plan and roadmap, establishing priorities, accountable owners, timelines, performance measures, and regular executive-level reviews
• Make timely operational decisions; identify and mitigate service risks, direct corrective actions, and elevate material strategic, financial, or compliance matters to executive leadership

**Workforce Planning, Capacity, and Operational ...

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