Associate Vice President – Patient Experience

AffirmedRx, a Public Benefit Corporation

Senior leader responsible for patient experience strategy and operational excellence at AffirmedRx. Advocating for patients while improving overall health care outcomes through innovative solutions.

Posted 6/4/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

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&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

Requirements

What you’ll need

Doctor of Pharmacy (Pharm.D.) or advanced degree in a related field, or equivalent depth of experience in clinical pharmacy / healthcare; advanced business or leadership credentials (e.g., MBA, MHA) a plus
15+ significant senior leadership experience in healthcare, PBM, payer, or provider settings, including experience leading leaders (managing Directors and Managers) and multi-team or multi-site organizations
A track record of setting strategy and delivering measurable improvements in patient experience, outcomes, and operational performance at scale
Deep fluency in pharmacy and medical benefit structures, copay assistance, prior authorization, appeals, and the broader healthcare regulatory environment
Executive presence and exceptional communication skills, with the ability to influence at the C-suite level and represent the organization externally
Demonstrated success leading transformation across technology, process, and culture within a large or growing organization
Strong financial and analytical acumen, with experience owning a budget or P&L and making data-driven investment decisions
Deep empathy for patients and an unwavering commitment to patient confidentiality and ethical standards
Ability to work in a private, quiet workspace for remote work
Ability to travel up to 30% for leadership meetings, team development, partner engagements, and conferences

Benefits

Comp & perks

Competitive compensation, including health, dental, vision and other benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

patient experience strategybudget managementP&L ownershipdata analyticspatient satisfaction metricsoperational performance improvementregulatory compliancetransformation leadershipcapacity planningjourney mapping

Soft Skills

executive presencecommunication skillsinfluenceempathycoachingaccountabilitystrategic thinkingrelationship buildingteam leadershipcultural setting

Certifications

Doctor of Pharmacy (Pharm.D.)MBAMHA