Director, Patient Experience Design & Optimization
About The Position
As the Director of Patient Experience (PX) Design & Process Optimization, you will spearhead the strategy, design, and enhancement of the end-to-end patient experience within our Patient Services organization. You will play an integral role in defining how we measure PX effectiveness, identify opportunities for operational enhancement, and optimize content and messaging across various touchpoints. Your efforts will ensure experiences are consistent, empathetic, and aligned with industry best practices. Acting as a cross-functional leader and trusted partner, you will collaborate with Patient Services, Commercial, Compliance, Marketing, and Technology teams to drive alignment, change adoption, and measurable impact. Additionally, you will manage a small team of PX and process excellence professionals. This role is vital to delivering Patient Services excellence and differentiation, contributing significant value to patients, brands, and the enterprise.
Requirements
- 10+ years of experience in patient experience design and process optimization.
- Proven leadership experience managing cross-functional teams.
- Strong analytical skills, with the ability to leverage data insights to drive decision-making.
- Exceptional communication skills, both written and verbal.
- Bachelor’s degree in Healthcare Management, Business Administration, or a related field.
Nice To Haves
- Experience with automation, self-service, and AI-enabled insights in healthcare settings.
- Knowledge of health literacy guidelines and cultural competency best practices.
Responsibilities
- Lead therapeutic area-specific PX touchpoint management and optimization, ensuring alignment with our overarching PX strategy.
- Support and inform PX touchpoint mapping across patient journeys, including processes, handoffs, and customer interactions.
- Partner with Data Science & Operations to assess the effectiveness of patient touchpoints using quantitative and qualitative insights.
- Identify experience gaps and optimization opportunities; develop clear business cases for change grounded in data and patient impact.
- Define and track impact metrics to measure the effectiveness of experience improvements over time.
- Own the end-to-end acquisition experience strategy, focusing on process and patient experience optimization.
- Establish and oversee program KPIs, ensuring execution and accountability.
- Partner with Data Science to evaluate the effectiveness of adherence programs and identify opportunities for improvement.
- Lead end-to-end process reviews to identify friction points across Patient Services.
- Oversee development and optimization of talking points, scripts, templates, and educational content used in patient interactions.
- Maintain a deep understanding of PX trends, regulatory shifts, and competitive approaches across the healthcare ecosystem.
- Build, develop, and manage the PX Design & Governance team, fostering a patient-first culture and high employee engagement.
Benefits
- Medical, Dental, Vision, & Life insurances
- Fitness & Wellness programs including a fitness reimbursement
- Short- and Long-Term Disability insurance
- A minimum of 15 days of paid vacation and an additional end-of-year shutdown time off (Dec 26-Dec 31)
- Up to 12 company paid holidays + 3 paid days off for Personal Significance
- 80 hours of sick time per calendar year
- Paid Maternity and Parental Leave benefit
- 401(k) program participation with company matched contributions
- Employee stock purchase plan
- Tuition reimbursement of up to $10,000 per calendar year
- Employee Resource Groups participation
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
1,001-5,000 employees
