Director, Patient Experience & Service Excellence

AffirmedRx, PBC; United States; Remote; USD 140,000 - 190,000; Full time

Job summary

AffirmedRx, PBC is seeking a Director of Patient Experience to lead the patient experience operations, ensure scalable, high‑quality service, and partner with executive leadership across the organization.

The role drives workforce planning, quality assurance, and continuous improvement while directing managers and supporting growth in a fast‑paced environment. Remote options may be available, with travel up to 20% as needed.

Qualifications

• Bachelor’s degree in healthcare administration, business, operations, or related field (advanced degree or certification preferred).
• 10+ years of progressive leadership experience in healthcare operations, patient/member services, contact center operations, pharmacy benefits, insurance, or related settings, including managing managers or complex cross-functional operations.
• Demonstrated ownership of operational performance, workforce/capacity planning, quality programs, reporting, and process improvement.
• Strong understanding of pharmacy benefit management, benefit administration, patient navigation, and related operational processes preferred.
• Ability to define operational KPIs, analyze trends, present executive-ready insights, and turn findings into practical action plans.
• Excellent leadership, communication, judgment, and stakeholder management skills; ability to influence across teams and vendor relationships.
• Experience with CRM/case management tools, reporting platforms, workforce management tools, and standard business productivity software.
• Knowledge of applicable privacy, compliance, and service standards; commitment to confidentiality and ethical practices.
• Ability to balance competing priorities, manage organizational change, and operate effectively in a fast-paced, growing environment.
• Willingness to travel up to 10-20 % for meetings, training, and organizational needs.

Responsibilities

• Operational Leadership and Management: Set Patient Experience priorities; lead day-to-day execution; develop and coach managers; establish a clear operating plan and roadmap; make timely operational decisions.
• Workforce Planning, Capacity, and Operational Readiness: Own workforce planning model; staffing, budgeting, and deployment; ensure readiness for new client implementations and service changes.
• Service Performance, Reporting, and Accountability: Establish KPIs; deliver executive-ready reporting; analyze trends and drive improvements in access, navigation, and resolution.
• Quality Assurance, Process Governance, and Continuous Improvement: Oversee QA framework; ensure procedures and privacy/compliance; drive root-cause analysis and cross-functional improvements.
• Cross-Functional Collaboration and Patient Experience: Partner with Client Management, Clinical, Implementations, IT, Compliance, and vendors; oversee escalations; participate in executive reviews.
• What you get: To impact industry change in pharmacy benefits management; work in a culture where the team thrives; competitive compensation with health benefits.

Skills

Leadership

Stakeholder management

Communication

Strategic thinking

Problem solving

Education

Bachelor’s degree in healthcare administration, business, operations, or related field

Tools

CRM/case management tools

Reporting platforms

Workforce management tools

Job description

AffirmedRx, PBC is seeking a Director of Patient Experience to lead the patient experience operations, ensure scalable, high‑quality service, and partner with executive leadership across the organization.

The role drives workforce planning, quality assurance, and continuous improvement while directing managers and supporting growth in a fast‑paced environment. Remote options may be available, with travel up to 20% as needed.