AffirmedRx, a Public Benefit Corporation

Implementation Specialist

• Lead and drive client implementation projects
• Partner with internal cross-functional areas such as Clinical, Eligibility and Benefits, and external vendors to ensure all client requirements are met and supported throughout the implementation process
• Create a detailed action plan which considers a fixed timeline and can evaluate risks
• Develop the implementation project plan and track progress relative to the plan through weekly update calls and action log maintenance
• Establish client relationships and ensure client satisfaction, starting day one of Implementation
• Assess risks and establish contingency plans
• Communicate project status clearly and concisely to stakeholders, including executive levels
• Drive project teams to specific milestones, while effectively collaborating with key internal and external stakeholders to deliver high quality and predictable outcomes
• Manage work and inputs from a variety of stakeholders
• Establish collaborative working relationships and develop optimized cross-functional processes
• Proactively identify business risks and develop high quality strategies & tactics to effectively mitigate
• Conduct “lessons learned” and feedback meetings post-implementation to improve processes for the future

Implementation Manager

• Support implementation activities for new clients, renewing clients and TPA (Third Party Administrators) changes by executing assigned tasks and deliverables throughout the implementation life cycle
• Assist with coordinating onboarding timelines, milestones, and documentation in alignment with established project plans
• Track implementation progress and help ensure tasks are completed on schedule and according to quality standards
• Maintain and organize implementation artifacts, including client documentation, configuration files, and meeting materials
• Identify risks, issues, or gaps and escalate appropriately to Implementation Managers
• Help validate information received from clients and partners for accuracy and completeness
• Work closely with Implementation Managers, Client Success Managers, and internal teams to ensure seamless handoffs and alignment
• Support coordination with vendors and external partners to facilitate data exchanges, testing, and readiness activities
• Participate in implementation meetings by preparing agendas, taking notes, and tracking follow-ups
• Contribute to internal process improvements aimed at enhancing efficiency and client experience
• Assist in monitoring key implementation metrics and service-level commitments
• Ensure documentation and deliverables support downstream client success and performance guarantees
• Help identify opportunities to improve workflows and reduce friction for clients and internal stakeholders

Client Implementation Specialist

Art Director

• Serve as the senior PBM subject matter expert and strategic advisor to clients, consultants, and internal leadership across implementation and ongoing benefit strategy
• Lead high-impact discovery and design sessions with clients, consultants, and cross-functional stakeholders to define complex benefit structures, including formulary strategy, cost-sharing models, accumulator logic, specialty tiers, step therapy protocols, and regulatory considerations
• Shape and influence client benefit strategies by aligning industry best practices, market trends, and AffirmedRx platform capabilities
• Anticipate risk and proactively address gaps in benefit design or documentation, partnering with senior implementation and account leadership to drive resolution
• Provide executive-level oversight and guidance on benefit configuration, ensuring alignment between intended design and system build
• Act as the escalation point for complex benefit design or configuration issues, driving resolution through deep expertise and cross-functional collaboration
• Influence best practices for benefit setup within the adjudication platform, ensuring consistency, scalability, and accuracy
• Lead and drive technology change initiatives related to adjudication systems and benefit capturing enhancements, partnering with IT and platform teams to evaluate, prioritize, and implement system improvements that reduce configuration error, improve accuracy, and scale with organizational growth
• Own the testing strategy and validation framework for PBM benefits, ensuring comprehensive coverage of complex plan structures and edge cases
• Oversee end-to-end testing validation, ensuring benefit logic, cost-share structures, accumulators, and compliance requirements function as designed
• Drive cross-functional alignment during UAT cycles, ensuring efficient defect resolution and timely remediation
• Provide executive summaries of go-live readiness, including risk assessments, issue tracking, and mitigation strategies
• Ensure all implementations meet the highest standards of accuracy, compliance, and client expectations prior to go-live
• Build and lead the Benefit Design & Requirements function, including defining team structure, hiring strategy, and capability roadmap
• Hire, coach, and develop a high-performing team, establishing clear roles, expectations, and career progression pathways
• Establish KPIs and performance metrics to measure quality, efficiency, and client outcomes
• Drive continuous improvement initiatives based on implementation retrospectives, root cause analysis, and client feedback
• Ensure all processes and documentation meet regulatory, audit, and contractual compliance requirements
• Partner with senior leadership to align function priorities with broader organizational goals and growth strategy

Director – Benefit Design and Requirements

Vice President

• Own and articulate the enterprise-wide patient experience vision and multi-year strategy, ensuring alignment with broader company goals and growth objectives
• Define the service model, standards, and patient experience philosophy that Directors and their teams operationalize
• Anticipate shifts across the PBM, payer, and healthcare landscape — regulatory, competitive, and clinical — and position the function to lead through them
• Serve as the executive voice of the patient internally, ensuring patient needs are represented in product, clinical, commercial, and operational decisions
• Lead a multi-layered organization through direct reports at the Director level, who in turn manage the Managers and Patient Care Advocates, building a structure that scales with the business
• Develop and coach senior leaders, building a deep bench of talent and clear succession across the function
• Set the culture for the organization — grounded in empathy, accountability, and patient-centered care, and hold leaders accountable for sustaining it
• Define workforce strategy, including staffing models, capacity planning, and the build/partner decisions that support efficient scaling
• Partner with the executive leadership team on the health, performance, and strategic direction of the Patient Experience function
• Build and own senior-level relationships with external stakeholders — health plans, manufacturers, providers, pharmacies, and third-party financial assistance partners — to expand the resources and access available to patients
• Represent the organization in high-stakes escalations, strategic negotiations, and industry forums
• Drive transformation of the patient experience through technology, automation, and process redesign, partnering with Product, IT, and Data to bring new capabilities to scale
• Champion patient insights, journey mapping, and voice-of-the-patient programs to continuously evolve the service model
• Set the enterprise standard for quality and compliance, ensuring programs meet all regulatory requirements while remaining patient-first
• Own the Patient Experience function’s budget and P&amp;L, balancing cost-effective operations with investment in patient outcomes
• Define the metrics that matter — patient satisfaction (NPS/CSAT), outcomes, retention, resolution, and efficiency — and hold the organization accountable to them
• Translate data into strategy, using analytics to determine where to invest, where to improve, and how to demonstrate the function’s value to the business

Associate Vice President – Patient Experience

• Define and execute the strategic vision, operating model, goals, and long-term roadmap for the Client Management organization
• Serve as executive sponsor and strategic leader for key client, broker, and consultant relationships
• Represent the voice of the client within executive leadership discussions and influence organizational priorities, service models, and business decisions
• Drive enterprise accountability for client experience, satisfaction, retention, and strategic relationship performance
• Own accountability for client retention outcomes across the book of business, leading strategies that strengthen executive relationships, deepen long-term partnerships, and proactively address renewal and at-risk dynamics
• Provide executive oversight of strategic account planning and client health monitoring, identifying retention risk early and mobilizing cross-functional response to protect and grow client relationships
• Partner closely with Sales and Growth leadership to support new business pursuits, RFP responses, and finalist presentations, contributing client management expertise and operational credibility to win strategies
• Identify and synthesize client-level trends across the book of business — including utilization patterns, formulary dynamics, satisfaction indicators, and emerging client needs — and translate them into action for individual clients and AffirmedRx more broadly
• Lead, mentor, and develop a high-performing Client Management leadership team and broader organization
• Drive organizational effectiveness, succession planning, leadership development, and talent strategy

Implementation Manager

Client Implementation Specialist

Director – Benefit Design and Requirements

Associate Vice President – Patient Experience

Vice President, Client Management