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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in synthesizing patient insights and feedback into actionable recommendations that enhance patient experience and operational effectiveness. Proficient in developing communication strategies and collaborating cross-functionally to drive improvements in patient engagement and satisfaction.
Highest-signal resume keywords
Patient Experience StrategyVoice of Patient ProgramsSentiment AnalysisCross-Functional CollaborationExecutive-Ready Narratives
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Patient Feedback TranslationOperational Signal AnalysisJourney MappingData AnalyticsClosed-Loop Improvement Systems
Soft Skills
Communication StrategyStakeholder EngagementProblem Solving
Tools & Technologies
AI-Enabled Sentiment ToolsSurvey AnalyticsTheme Taxonomy Development
Industry Keywords
Healthcare AdministrationCustomer ExperiencePatient OnboardingDigital HealthMedication Management
About the role
Key responsibilities & impact- Lead Voice of Patient insight synthesis across key patient signal sources, including surveys, NPS, complaints, escalations, patient calls, reviews, sentiment themes, digital engagement signals, communications performance, and operational friction points.
- Translate patient feedback and experience signals into prioritized recommendations that improve patient trust, clarity, retention, digital adoption, medication completeness, packet readiness, and overall journey reliability.
- Own closed-loop insight tracking for the Patient Experience COE, including the process for moving from signal identification to theme validation, prioritization, action, implementation, and outcome measurement.
- Review and refresh the top patient friction drivers by journey stage, including referral/conversion, start of care, first 90 days, engagement center interactions, and ongoing support and retention.
- 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.
- Partner with Patient Experience leadership to ensure insights inform journey enablement playbooks, patient-facing readiness standards, communications governance, and service recovery planning.
- Partner with Operations, Clinical, Growth, and partner-facing teams to validate root causes, understand frontline workflow implications, and identify experience insights that impact referral conversion, onboarding completion, patient activation, partner confidence, and practical execution.
- Support AI-driven patient sentiment initiatives by helping define theme taxonomy, QA sampling approaches, classification logic, escalation categories, and actionability standards.
- Maintain a prioritized patient insights backlog, ensuring high-impact themes are documented, routed to the right owners, and tracked through resolution or decision.
- Support experience measurement for major initiatives, pilots, change events, and transformation workstreams by defining baseline patient signals, expected impact, leading indicators, and post-launch insight readouts.
- Create monthly insight readouts for Patient Experience leadership and cross-functional partners, including key themes, top drivers, actions in flight, ownership, status, measurable movement over time, and any future recommendations with respective ROI.
Requirements
What you’ll need- Bachelor's degree in Communications, Marketing, Healthcare Administration, Business, Public Health, Health Informatics, Customer Experience, Data Analytics, or related field
- 7+ years of progressive experience in patient experience, customer experience, patient communications, healthcare strategy, insights, marketing strategy, service design, operations enablement, or related disciplines
- Experience translating patient/customer feedback, sentiment, complaints, surveys, or operational signals into actionable recommendations and improvement priorities
- Strong background in patient or customer communications strategy
- Experience developing executive-ready narratives, recommendations, and readouts that synthesize multiple inputs into clear business and patient experience implications
- Experience partnering cross-functionally with Operations, Clinical, Product/IT, Growth, Compliance, Analytics, or business leaders to validate root causes and drive action from insights
- Preferred: Healthcare experience including pharmacy, payer, provider, care delivery, patient access, patient onboarding, contact center, medication management, or digital health experience
- Preferred: Experience with Voice of Customer or Voice of Patient programs, NPS/survey programs, complaints and escalations analysis, sentiment analysis, journey mapping, or closed-loop improvement systems.
- Preferred: Experience supporting AI-enabled sentiment, text classification, survey analytics, or patient feedback categorization, including QA validation and theme taxonomy development
Benefits
Comp & perks- Medical/dental/vision
- Flexible spending
- Company-paid life insurance and short-term disability
- Voluntary benefits
- 401(k)
- Paid Time Off
- Paid holidays