Position SummaryReporting to the Vice President of Customer Success, the Director of Patient Experience will be responsible for the overall performance of a large call center assisting patients in multiple channels for our most strategic accounts. This position also owns all vendor relationships and performance, internal teams and performance as well as delivering on all KPI's for our largest clients.
We are seeking a Director of Patient Experience to lead our Patient Experience organization, ensuring alignment with organizational goals, operational excellence, and compliance standards.
Key Responsibilities- Owns patient experience KPIs for the company's largest accounts, including performance tracking, root-cause analysis, and continuous improvement planning
- Sets strategy and accountability for patient experience outcomes, translating client expectations and service commitments into measurable operational goals
- Owns and manages cost-per-fill, driving efficiency initiatives while maintaining service quality, compliance, and patient satisfaction
- Leads, coaches, and develops a large, multi-layered leadership team, strengthening management capability, decision-making, and execution at scale
- Manages high-impact client and patient escalations, ensuring timely resolution, clear communication, and prevention of recurrence
- Partners cross-functionally with operations, product, clinical, and finance teams to align cost, experience, and service delivery priorities
- Uses data and insights to drive performance improvement, identifying trends, risks, and opportunities across patient experience, cost, and operational execution
Qualifications- Education: Bachelor's degree or equivalent combination of education and/or experience (Required)
- Licensure/Certification: None
- Experience:
- 7 years of experience leading Call Center operations with at least 500+ FTE (Required)
- Experience leading Vendor Operations with over 500 FTE (Preferred)
- Experience in pharmacy services, healthcare services, or regulated clinical environments (Preferred)
- Experience owning patient experience outcomes for large or enterprise clients, including SLA and KPI performance (Preferred)
- Experience partnering closely with product and technology teams to improve patient experience through tooling and workflow design (Preferred)
- Knowledge, Skills, & Abilities:
- Knowledge of patient experience principles across healthcare or pharmacy services, including access, timeliness, communication, and trust; pharmacy operations and patient journeys, including prescription fulfillment, support interactions, escalations, and adherence impacts; patient experience metrics and performance management, such as CSAT, NPS, complaint rates, resolution time, and service level targets; and regulatory and compliance considerations relevant to pharmacy services and patient communications (e.g., HIPAA, quality standards) (Required)
- Knowledge of cost drivers in pharmacy or healthcare operations, including cost-per-fill and service delivery economics; digital patient experience platforms, such as CRM systems, call center technology, self-service tools, or chat automation; and enterprise client relationships and service commitments for large or strategic accounts (Preferred)
- Strong people leadership skills, with experience coaching and developing managers and senior leaders across large, front-line-heavy organizations (Required)
- Data-driven problem-solving skills, including root-cause analysis, trend identification, and translating insights into operational improvements (Required)
- Excellent stakeholder management and communication skills, able to align clinical, operations, product, and commercial partners around patient outcomes (Required)
- Escalation management skills, including handling high-impact patient and client issues with sound judgment and professionalism (Required)
- Strong change-management skills, particularly in improving frontline behaviors, processes, and service models. (Preferred)
- Ability to balance patient experience quality with operational efficiency and cost constraints, making informed tradeoffs when necessary (Required)
- Ability to influence without direct authority, driving change across cross-functional teams (Required)
- Ability to clearly articulate patient experience risks and opportunities to executive leadership (Required)
- Ability to build accountability and ownership for patient experience outcomes across teams (Required)
- Ability to lead and scale patient experience functions, including setting strategy, defining KPIs, and driving continuous improvement (Required)
- Ability to design and scale operating models that improve consistency and quality across large patient populations (Preferred)
- Ability to anticipate patient experience risks as the business scales and proactively adjust strategy and operations (Preferred)
- Ability to represent the patient voice credibly and persuasively in executive-level planning and prioritization discussions (Preferred)
- Ability to lead through ambiguity, especially during periods of growth, system change, or regulatory shifts (Preferred)
- Ability to connect patient experience outcomes to business performance, including retention, cost, and client satisfaction (Preferred)
Work Environment- Location: Remote
- Schedule: 8:00 A.M. to 5:00 P.M. Monday through Friday with night and weekend hours on occasion as determined by the needs of the business and cross-facility travel as needed
- Regular meetings with internal senior leadership teams. This position will also have meetings with key client representatives.
Key Essential Functions- Must be able to remain in a stationary position for extended periods while writing or reviewing documentation
- Must be able to work on a computer for the entire shift
- Must be able to attend virtual meetings with cross-functional teams
Employment ClassificationStatus: Full-time
FLSA: Exempt
Salary Description
$122,000 - $150,000
