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 Readiness:
Own the Patient Experience workforce and capacity planning model, including demand forecasting, workload distribution, staffing needs, productivity assumptions, and coverage strategies
Develop staffing, resource, and budget recommendations, including hiring priorities, training capacity, and deployment of resources to support growth, changing volume, and evolving patient and client needs; monitor productivity and costs against budget and recommend investments or adjustments to executive leadership
Lead Patient Experience operational readiness for new client implementations, formulary changes, benefit transitions, and service model changes, including procedures, training, communication, and escalation pathways
Coordinate internal teams and external service partners to maintain service continuity, effective handoffs, and clear accountability across workflows
Service Performance, Reporting, and Accountability:
Establish and manage operational KPIs and performance routines, including service levels, turnaround time, productivity, case aging, resolution quality, patient satisfaction, and trend-based improvement actions
Deliver consistent manager-level, departmental, and executive-ready reporting that communicates results, risks, root causes, corrective actions, and progress against commitments
Use operational data, patient feedback, satisfaction results, and service trends to identify performance gaps, forecast emerging needs, and prioritize improvements to access, communication, navigation, and resolution outcomes
Quality Assurance, Process Governance, and Continuous Improvement:
Oversee a standardized quality assurance and coaching framework across Patient Experience interactions and case documentation, partnering with designated quality and training resources
Ensure operational procedures, knowledge resources, workflows, and escalation standards are…