AffirmedRx, a Public Benefit Corporation

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

Vice President, Client Management

Pricing Analyst

• Develop pricing and underwriting responses to bids and RFPs, ensuring consistency, efficiency, and alignment with business objectives
• Work closely with other relevant teams to prepare and submit bid responses, as well as support follow up questions, as needed
• Implement pricing strategies and underwriting policies in alignment with the company’s overall business objectives
• Analyze market trends, competitor pricing and industry dynamics to formulate effective pricing and underwriting approaches
• Translate the unique offerings of AffirmedRx into common industry terms
• Conduct comprehensive pricing analyses to determine optimal pricing structures for pharmacy pricing model
• Monitor and evaluate the performance of existing pricing strategies and make recommendations for adjustment as needed
• Develop and/or incorporate rebate projections into overall pricing for bids and evaluate areas for future potential improvement
• Conduct precursor analyses (claims repricing, rebate forecasting, disruptions, savings projections) to be used in development of comprehensive pricing offers
• Stay informed about industry trends, regulatory changes, and market dynamics that may impact pricing and underwriting
• Conduct market research to understand customer behavior, competitive landscapes, and emerging opportunities and incorporate into overall and bid specific strategies
• Validate, edit, and draft narrative responses to financial and pricing related RFP questions
• Periodically review and update database responses to ensure consistency with evolving strategies and go to market messaging
• Collaborate with business development in negotiating pricing terms and conditions with clients
• Ensure contracts align with underwriting guidelines and pricing strategies
• Participate in pre-bid, finalist, and other sales meetings as the pricing SME helping to articulate AffirmedRx’s unique pricing model and guarantee structure to the market
• Communicate pricing and underwriting strategies, decisions, and updates to internal stakeholders
• Provide insights and recommendations based on data analysis and market intelligence

Pricing Manager

Operations

• Serve as the day-to-day point of contact for claims processing and contact center vendors, fostering strong working relationships to ensure smooth operations and service delivery
• Manage day-to-day vendor interactions, addressing any challenges, concerns, or questions that may arise and ensuring that issues are resolved promptly
• Coordinate with internal teams to communicate vendor capabilities, limitations, and updates, aligning vendor performance with client needs and expectations
• Track and monitor vendor performance guarantees, including claims processing turnaround times, call center response times, and other key performance indicators (KPIs) to ensure SLA adherence
• Identify and escalate issues, performance deviations, and service disruptions, managing the resolution process to ensure timely and effective outcomes
• Collaborate with the vendor and internal teams to implement corrective actions when performance does not meet agreed-upon standards
• Provide reporting and analytical support to the Client Management team, ensuring that data related to vendor performance, claims processing, and contact center activities is captured, analyzed, and delivered in a timely manner
• Develop and maintain regular performance dashboards and reports to keep internal stakeholders informed of vendor performance, trends, and any emerging issues
• Utilize reporting tools to identify opportunities for operational improvements and service delivery enhancements
• Collaborate with both vendors and internal teams to identify and implement process improvements aimed at enhancing the efficiency, quality, and accuracy of claims processing and contact center operations
• Monitor ongoing service delivery and propose strategies to optimize workflows, reduce errors, and improve the overall member experience
• Ensure that the vendor's services are compliant with all regulatory and contractual requirements
• Work closely with internal teams, including Client Management and Member Experience, to ensure seamless communication and integration between vendors and internal systems or processes
• Act as a liaison between internal stakeholders and vendors to ensure alignment on expectations, timelines, and key deliverables
• Provide support for any client-facing meetings or discussions related to vendor performance, issues, or ongoing improvements

Service Operations Manager

Customer Success Manager

• Serve as a senior clinical expert providing advanced clinical insight, data interpretation, and strategic recommendations to strengthen Client Success Partner (CSP)-led client engagements and planning
• Attend client meetings alongside CSPs as a clinical authority, contributing subject-matter expertise and program updates while remaining a support function rather than the primary relationship owner
• Lead the development of pre-meeting clinical briefs, talking points, and data-driven insights to ensure CSPs are fully prepared for client discussions
• Translate complex clinical findings into clear, actionable strategies that align with client goals and drive measurable outcomes
• Support and contribute to finalist presentations by providing clinical narrative development, data validation, and executive-level clinical positioning to strengthen win strategy
• Translate formulary strategy decisions, drug pipeline developments, rebate considerations, and policy changes into clear, executive-level client narratives that align with broader business objectives
• Ensure CSPs are equipped with timely, accurate, and actionable insights related to formulary updates, utilization management criteria, high-cost drug strategies, and evolving market trends
• Serve as a liaison between Formulary Strategy and Client Success, driving consistent, two-way communication and alignment across teams
• Guide and support CSPs in articulating the clinical and financial rationale behind key decisions in a way that resonates with client stakeholders
• Lead the analysis of pharmacy and clinical data to identify trends, risks, and opportunities, translating insights into actionable, client-focused strategies that drive outcomes
• Provide strategic oversight for clinical program requirements, including formulary optimization, utilization management strategies, adherence initiatives, and specialty cost-containment efforts
• Develop and deliver executive-level clinical content for business reviews, client reporting, presentations, and finalist presentations, ensuring a compelling and data-driven narrative
• Ensure all client recommendations and clinical strategies are grounded in accurate, data-driven insights and aligned with organizational objectives
• Provide leadership and oversight to CSPs navigating clinical and benefit change requests, ensuring alignment with clinical appropriateness, operational feasibility, and financial considerations such as rebates
• Collaborate cross-functionally with Clinical Operations, Pricing, and PCA/UM teams to validate strategy and execution prior to client communication
• Guide CSPs in clearly articulating the rationale, impact, and value of clinical changes to client stakeholders
• Oversee implementation of approved clinical and benefit changes to ensure accuracy, consistency, and alignment with intended outcomes
• Serve as a strategic partner across Formulary Strategy, Clinical Operations, PCA/UM, Clinical Programs, Reporting/Analytics, and Client Success leadership
• Provide a unified, enterprise-level clinical perspective to ensure alignment, operational clarity, and consistent client messaging
• Act as a trusted advisor to internal stakeholders, fostering collaboration and driving clinical excellence across the organization

Associate Vice President – Patient Experience

Vice President, Client Management

Pricing Manager

Service Operations Manager

Director, Clinical Client Success