Position SummaryReporting to the Director of Patient Experience, the Senior Manager, Patient Experience acts as the Director's right hand, translating strategy into day-to-day execution across our patient care organization. This role ensures we deliver consistent, high-quality patient experience while hitting service, quality, and cost targets. The Senior Manager owns the operational rigor that keeps our largest accounts running smoothly, stepping in on significant escalations, driving process and efficiency improvements, and representing the Patient Experience organization in the Director's absence.
Key Responsibilities- Strategy execution: Translate the Director's patient experience strategy and client commitments into concrete operational plans, staffing models, and process changes.
- KPI ownership: Own execution-level performance against patient experience KPIs (CSAT, NPS, resolution time, service level targets) across the accounts and teams you oversee.
- Escalation management: Serve as the next point of escalation above the Manager level for significant client or patient issues, resolving what you can and looping in the Director when an issue needs executive visibility.
- Cost and efficiency: Partner with the Director on cost-per-fill and efficiency initiatives, identifying opportunities to reduce manual work and improve throughput without sacrificing quality.
- Cross-functional partnership: Work with operations, product, clinical, and finance teams to implement process and tooling improvements identified by the Director or surfaced from frontline data.
- Data and reporting: Monitor trends across patient experience, staffing, and cost metrics; flag risks and opportunities to the Director before they become larger issues.
- Coverage and continuity: Represent the Patient Experience organization in internal leadership meetings and, when needed, client-facing conversations when the Director is unavailable.
- Process improvement: Lead cross-team process and quality improvement initiatives, ensuring consistency across the Patient Care Managers and their teams.
- Culture and development: Help build a high-performance culture across the broader Patient Care organization, supporting recruiting, onboarding, and leadership development at the Manager level.
Qualifications- Education: Bachelor's degree or equivalent combination of education and/or experience.
- Experience: 5+ years of experience leading call center or patient experience operations, including at least 2 years managing a team of managers or supervisors (Required). Experience in pharmacy services, healthcare services, or regulated clinical environments (Preferred). Experience owning or supporting patient experience KPIs, such as CSAT, NPS, or SLA performance, for large or strategic accounts (Preferred). Experience partnering with product or technology teams to improve workflows or tooling (Preferred).
- Knowledge: Knowledge of patient experience principles, pharmacy operations and patient journeys, and PX performance metrics; working knowledge of relevant regulatory and compliance considerations such as HIPAA (Required). Knowledge of cost-per-fill or service delivery economics, and familiarity with CRM or call center technology platforms (Preferred).
- Skills: Strong people leadership skills, with experience coaching and developing managers and supervisors (Required). Data-driven problem-solving skills, including root-cause analysis and translating insights into operational changes (Required). Strong stakeholder management and communication skills, able to work across clinical, operations, product, and commercial partners (Required). Escalation management skills, with sound judgment in resolving high-impact issues (Required). Change-management skills, particularly in improving frontline processes and behaviors (Preferred).
- Ability: Ability to translate strategic direction into clear operational plans and hold a team of managers accountable to them (Required). Ability to represent the Patient Experience organization credibly in internal and client-facing settings (Required). Ability to balance patient experience quality with operational efficiency and cost constraints (Required). Ability to build ownership and accountability for outcomes across a multi-layered team (Preferred).
Work Environment- Location: : Hybrid preferred (Columbus, OH)
- Schedule: : 8:00 A.M. to 5:00 P.M. Monday through Friday, with occasional evening or weekend availability as determined by the needs of the business
- Regular meetings with the Director of Patient Experience, senior leadership, and Patient Care Managers, along with occasional client-facing meetings.
Key Essential Functions- Must be able to remain in a stationary position for extended periods while reviewing documentation or performance data
- Must be able to work on a computer for the entire shift
- Must be able to attend virtual and in-person meetings with cross-functional teams and, on occasion, client representatives
Employment ClassificationStatus: Full-time
FLSA: Exempt
Salary Description
$85,000-$105,000
