Job Details

The Sr. Manager, Patient Insights will lead the Patient Experience COE’s insight translation function, turning patient feedback, sentiment, complaints, escalations, journey signals, and communications performance into clear, prioritized recommendations that improve the patient experience. This role is accountable for helping the organization understand where patient friction occurs, why it matters, and what actions should be prioritized to improve trust, reduce avoidable contacts, strengthen retention, and support measurable experience improvement.

This role will partner closely with Patient Communications, Digital Patient Experience, Growth, Operations, Clinical, Product/IT, Compliance, and Analytics/BI teams to connect patient signals to journey improvements, communications strategy, service recovery needs, and closed-loop action tracking. The Sr. Manager, Patient Insights will bring a strong patient communications and strategy background, with the ability to synthesize qualitative and quantitative inputs into executive-ready narratives and practical improvement plans.

Responsibilities

• Lead Voice of Patient insight synthesis across key patient signal sources, including surveys, NPS, complaints, escalations, patient calls, reviews, sentiment themes, digital engagement signals, communications performance, and operational friction points.

• Translate patient feedback and experience signals into prioritized recommendations that improve patient trust, clarity, retention, digital adoption, medication completeness, packet readiness, and overall journey reliability.

• Own closed-loop insight tracking for the Patient Experience COE, including the process for moving from signal identification to theme validation, prioritization, action, implementation, and outcome measurement.

• Review and refresh the top patient friction drivers by journey stage, including referral/conversion, start of care, first 90 days, engagement center interactions, and ongoing support and retention (e.g., refill readiness, insurance changeover, etc.).

• Own the digital enablement strategy for the Health Navigator experience, including guided workflows that support packet completeness, missing information resolution, packet readiness, readiness gates, progress visibility, escalation triggers, and appropriate human handoffs.

• Partner Patient Experience leadership to ensure insights inform journey enablement playbooks, patient-facing readiness standards, communications governance, and service recovery planning.

• Partner with Operations, Clinical, Growth, and partner-facing teams to validate root causes, understand frontline workflow implications, and identify experience insights that impact referral conversion, onboarding completion, patient activation, partner confidence, and practical execution.

• Support AI-driven patient sentiment initiatives by helping define theme taxonomy, QA sampling approaches, classification logic, escalation categories, and actionability standards.

• Maintain a prioritized patient insights backlog, ensuring high-impact themes are documented, routed to the right owners, and tracked through resolution or decision.

• Support experience measurement for major initiatives, pilots, change events, and transformation workstreams by defining baseline patient signals, expected impact, leading indicators, and post-launch insight readouts.

• Create monthly insight readouts for Patient Experience leadership and cross-functional partners, including key themes, top drivers, actions in flight, ownership, status, measurable movement over time, and any future recommendations with respective ROI.

The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned consistent with knowledge, skills, and abilities required for the job. Not all duties may be assigned to a position.

Qualifications: These represent the desired qualifications of the ideal candidate. They are not meant to limit consideration for candidates who do not meet all the standards listed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Bachelor's degree in Communications, Marketing, Healthcare Administration, Business, Public Health, Health Informatics, Customer Experience, Data Analytics, or related field. Master’s degree preferred.

Experience

• Required: 7+ years of progressive experience in patient experience, customer experience, patient communications, healthcare strategy, insights, marketing strategy, service design, operations enablement, or related disciplines.

• Required: Experience translating patient/customer feedback, sentiment, complaints, surveys, or operational signals into actionable recommendations and improvement priorities.

• Required: Strong background in patient or customer communications strategy, including the ability to understand how messaging, education, channel strategy, and service recovery influence patient trust and behavior.

• Required: Experience developing executive-ready narratives, recommendations, and readouts that synthesize multiple inputs into clear business and patient experience implications.

• Required: Experience partnering cross-functionally with Operations, Clinical, Product/IT, Growth, Compliance, Analytics, or business leaders to validate root causes and drive action from insights.

• Preferred: Healthcare experience, including pharmacy, payer, provider, care delivery, patient access, patient onboarding, contact center, medication management, or digital health experience.

• Preferred: Experience with Voice of Customer or Voice of Patient programs, NPS/survey programs, complaints and escalations analysis, sentiment analysis, journey mapping, or closed-loop improvement systems.

• Preferred: Experience supporting AI-enabled sentiment, text classification, survey analytics, or patient feedback categorization, including QA validation and theme taxonomy development.

Skills & Abilities

• Required: Strong synthesis and strategic thinking skills, with the ability to connect patient signals, communications needs, operational realities, and enterprise priorities.

• Required: Excellent written and verbal communication skills, with the ability to create crisp executive narratives, recommendations, and decision-ready materials.

• Required: Strong understanding of patient journey design, patient communications, service recovery, and how experience breakdowns impact trust, retention, and operational performance.

• Required: Ability to translate ambiguous patient feedback into clear themes, root-cause hypotheses, prioritized actions, and measurable success criteria.

• Required: Strong stakeholder management skills, with the ability to influence without authority and drive alignment across cross-functional teams.

• Required: Strong analytical orientation, including comfort interpreting dashboards, surveys, qualitative feedback, call themes, complaints, escalations, and performance trends.

• Required: Strong governance discipline, including the ability to maintain insight backlogs, closed-loop trackers, theme taxonomies, and recurring reporting cadences.

• Required: Comfort operating in regulated healthcare environments where patient-facing content, patient signals, and service recovery recommendations require appropriate review and judgment.

• Preferred: Familiarity with survey tools, CRM systems, contact center reporting, sentiment tools, BI dashboards, digital engagement metrics, and AI-enabled classification tools.

• Preferred: Familiarity with pharmacy operations, medication management workflows, patient onboarding, refill readiness, digital engagement, and start-of-care processes.

Physical/Mental Demands: This position is administrative in nature and will present physical demands requisite to a position requiring: hearing, seeing, sitting, standing, talking, and walking. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. May be necessary to work extended hours as needed.

Expected Hours of Work: Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. This may be considered a remote position based on manager discretion.

Travel: Travel may be required for key enterprise or department meetings, site visits, or conferences.

This is a remote position.

AnewHealth offers a comprehensive benefit package for full-time employees that includesmedical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits,401(k), Paid Time Off and paid holidays. Medical, dental and vision coverage are effective 1st of the month following date of hire.