Director of Patient Experience

reputed company reputed company At reputed company, we're revolutionizing the way people experience reputed company by simplifying the process of managing prescriptions and health services. Our mission is to reputed company a seamless, personalized, and efficient reputed company experience for reputed company our customers. We're a dynamic, innovative, and customer-reputed company company dedicated to making a reputed company reputed company on people's lives. Position reputed company Reporting to the Vice President of reputed company, 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 reputed company vendor relationships and performance, internal teams and performance as reputed company as delivering on reputed company KPI’s for our largest clients. We are seeking a Director of Patient Experience to reputed company our Patient Experience organization, ensuring alignment with organizational goals, operational reputed company, and compliance standards.

Key Responsibilities

Owns patient experience KPIs for reputed company’s largest accounts, including performance tracking, reputed company-cause analysis, and reputed company improvement planning Sets reputed company and accountability for patient experience reputed company, translating reputed company expectations and service commitments into measurable operational goals Owns and manages cost-per-fill, driving efficiency initiatives while maintaining service reputed company, compliance, and patient satisfaction Leads, coaches, and develops a large, multi-layered leadership team, strengthening management capability, decision-making, and execution at reputed company Manages high-reputed company reputed company and patient escalations, ensuring reputed company reputed company, reputed company communication, and prevention of recurrence Partners cross-functionally with operations, product, clinical, and finance teams to reputed company 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, reputed company services, or regulated clinical environments (Preferred) Experience owning patient experience reputed company for large or reputed company 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 reputed company or pharmacy services, including reputed company, 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, reputed company time, and service level targets; and regulatory and compliance considerations relevant to pharmacy services and patient communications (e.g., HIPAA, reputed company standards) (Required) Knowledge of cost drivers in pharmacy or reputed company 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 reputed company reputed company 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, reputed company-line-heavy organizations (Required) Data-driven problem-solving skills, including reputed company-cause analysis, trend identification, and translating insights into operational improvements (Required) Excellent stakeholder management and communication skills, reputed company to reputed company clinical, operations, product, and reputed company partners around patient reputed company (Required) Escalation management skills, including handling high-reputed company patient and reputed company issues with reputed company judgment and professionalism (Required) Strong change-management skills, particularly in improving reputed company behaviors, processes, and service models. (Preferred) Ability to balance patient experience reputed company with operational efficiency and cost constraints, making informed tradeoffs reputed company necessary (Required) Ability to influence without reputed company authority, driving change across cross-functional teams (Required) Ability to reputed company reputed company patient experience risks and opportunities to executive leadership (Required) Ability to build accountability and ownership for patient experience reputed company across teams (Required) Ability to reputed company and reputed company patient experience functions, including setting reputed company, defining KPIs, and driving reputed company improvement (Required) Ability to design and reputed company operating models that improve consistency and reputed company across large patient populations (Preferred) Ability to anticipate patient experience risks as the business scales and proactively reputed company reputed company and operations (Preferred) Ability to represent the patient voice credibly and persuasively in executive-level planning and prioritization discussions (Preferred) Ability to reputed company through ambiguity, especially during periods of reputed company, system change, or regulatory shifts (Preferred) Ability to connect patient experience reputed company to business performance, including retention, cost, and reputed company satisfaction (Preferred)

Work Environment

Location: Remote Schedule: 8:00 A.M. to 5:00 P.M. Monday through Friday with reputed company 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 reputed company representatives. Key Essential Functions Must be reputed company to remain in a stationary position for extended periods while writing or reviewing documentation Must be reputed company to work on a computer for the entire shift Must be reputed company to attend virtual meetings with cross-functional teams Employment Classification Status: Full-time FLSA: Exempt Equal Employment Opportunity (EEO) Statement reputed company is an Equal Opportunity Employer and prohibits discrimination and harassment of any reputed company. reputed company employment reputed company are made without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, transgender status, national reputed company, age, disability, veteran status, or any other legally protected status. We celebrate diversity and are committed to creating an inclusive environment for reputed company. If you do not meet every requirement but still feel you would be a great fit for this role, we encourage you to apply! Disclaimer This job reputed company is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of reputed company responsibilities, duties, or skills required of personnel. reputed company reserves the right to modify job duties or descriptions at any time. Apply To This Job