Digital Patient Experience Architect

AnewHealth

2d•Remote

About The Position

AnewHealth is one of the nation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs—wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states. The Digital Patient Experience Architect will own the enterprise solution identification, roadmap, implementation, and adoption of AnewHealth’s patient-facing digital engagement ecosystem. The role will focus on reducing patient friction, improving digital adoption, increasing early patient confidence, supporting packet completeness and readiness, reducing avoidable contacts, and enabling a more proactive Health Navigator experience. The Digital Patient Experience Architect will translate enterprise patient experience standards, journey requirements, and communications governance into digital requirements, product priorities, workflow design, launch readiness criteria, and post-launch performance management.

Requirements

Bachelor’s degree in Product Management, Digital Experience, Healthcare Administration, Business, Marketing, Communications, Human-Computer Interaction, Information Systems, or related field.
6+ years of progressive experience in digital engagement, digital product management, patient/customer experience, healthcare technology, digital transformation, or related fields.
Experience developing roadmaps, defining business and user requirements, prioritizing digital improvements, and partnering with Product/IT teams through launch and post-launch optimization.
Experience leading cross-functional initiatives with Product, IT, Operations, Compliance, Legal, Analytics, Telecoms, Growth, and/or business stakeholders.
Experience using engagement data to identify friction, improve adoption, reduce avoidable contacts, and measure performance against defined outcomes.
Strong digital strategy and product-thinking skills, with the ability to translate patient needs, journey requirements, and enterprise priorities into actionable roadmaps and measurable outcomes.
Demonstrated ability to lead complex, cross-functional initiatives in a matrixed environment without relying solely on direct authority.
Strong understanding of patient journey design, digital adoption, friction reduction, and how digital engagement impacts trust, retention, operational efficiency, and patient confidence.
Ability to define digital engagement KPIs, interpret performance data, identify root causes, and convert insights into prioritized improvement plans.
Strong executive communication and storytelling skills, including the ability to clearly articulate risks, tradeoffs, recommendations, expected impact, and performance outcomes.
Strong project and roadmap leadership skills, including requirements definition, dependency tracking, issue escalation, launch readiness, adoption planning, and post-launch monitoring.
Strong judgment in regulated environments, including comfort partnering with Compliance and Legal on patient-facing workflows, digital outreach, consent language, AI-enabled interactions, and service recovery use cases.
Ability to partner effectively with Product and IT to translate digital patient experience needs into user stories, workflow requirements, instrumentation needs, and release priorities.

Nice To Haves

Master's or PharmD degree
Healthcare experience, including pharmacy, payer, provider, care delivery, patient access, patient onboarding, medication management, contact center, or digital health experience.
Experience with AI-enabled engagement solutions and omnichannel orchestration.
Experience improving operational outcomes through digital engagement, including adoption improvement, contact deflection, workflow automation, or readiness optimization.
Familiarity with Microsoft 365, Power Platform, CRM tools, SMS/email platforms, contact center platforms, patient portals, app analytics, product analytics, chat platforms, and AI/automation vendor solutions.
Strong understanding of healthcare operations, medication management workflows, patient onboarding, refill readiness, start-of-care processes, and service recovery.

Responsibilities

Develop and maintain the digital patient experience roadmap, prioritizing initiatives that improve adoption, reduce friction, increase self-service completion, support early patient confidence, and drive measurable outcomes across referral/conversion, start of care, engagement center, medication readiness, refill readiness, and ongoing retention.
Translate journey enablement playbooks, service recovery standards, and approved patient communications requirements into digital channel requirements, workflow logic, launch readiness criteria, and post-launch optimization plans.
Serve as the enterprise owner for digital touchpoint performance, including adoption, engagement, completion, drop-off, escalation rate, avoidable contact reduction, digital containment, time-to-fix, and patient confidence indicators.
Lead the transformation of the digital front door experience, ensuring patients have a clear, guided, and confidence-building path from initial outreach through education, activation, account creation, medication confirmation, and next-step completion.
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.
Partners with Patient Experience Design & Delivery, Product, IT, Operations, Growth, Compliance, Legal, Telecoms, Patient Insights & Analytics, and AI/automation vendors to ensure digital touchpoints are coordinated, measurable, and continuously improved.
Lead continuous improvement routines for digital engagement performance, including monitoring friction signals, identifying root causes, recommending prioritized fixes, coordinating resolution with accountable teams, and measuring whether changes improved patient experience and operational performance
Own the performance and optimization strategy for AI-enabled patient engagement capabilities.
Define and maintain digital readiness standards for major operational, product, policy, and technology changes that impact patients, including digital launch readiness, channel monitoring, workflow validation, and post-launch performance review.
Identify digital experience gaps that create avoidable contacts, escalations, readiness delays, medication completeness issues, or patient confusion, and create prioritized improvement plans with clear owners, expected impact, and measurable success criteria
Create executive-level reporting and narratives that connect digital engagement performance to enterprise outcomes, including patient trust, retention, UE savings, avoidable contact reduction, medication completeness, packet readiness, digital adoption, and operational scalability.
Embody AnewHealth’s Core Values in all communications and interactions.
Other duties as assigned.