Associate Vice President, Patient Experience

AffirmedRx is on a mission to improve health care outcomes by bringing clarity, integrity, and trust to pharmacy benefit management. We are committed to making pharmacy benefits easy to understand, straightforward to access and always in the best interest of employers and the lives they impact. We accomplish this by bringing total clarity to business practices, leading with clinical approaches, and utilizing state-of-the-art technology.

Join us in improving health care outcomes for all! We promise to do what’s right, always.

Position Summary:

The AVP, Patient Experience is a senior leader responsible for setting the vision, strategy, and standards for how AffirmedRx serves and advocates for patients across the pharmacy benefits journey. Reporting to the SVP, this role owns the Patient Experience function end to end, with Directors of Patient Care Advocacy leading Managers and Patient Care Advocates who deliver day-to-day care. The AVP defines what excellence looks like by establishing the service model, standards, and overall patient experience philosophy. This leader translates patient needs into enterprise strategy, builds a scalable operating model, and partners across the business to drive measurable improvements in outcomes, satisfaction, and retention. Additionally, the AVP is accountable for performance, quality, and continuous improvement while building the teams, governance, and culture needed to scale with the organization.

What you will do:

Strategy & Vision:

• 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

Organizational & People Leadership:

• 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

Executive & External Engagement:

• 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

Innovation & Transformation:

• 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

Performance & Financial Stewardship:

• 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

 

What you 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

 

What you get:

· To impact industry change in the pharmacy benefits management space, while delivering the highest quality patient outcomes

· To work in a culture where people thrive because when OUR team thrives, OUR business thrives

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

Note:

AffirmedRx is committed to providing equal employment opportunities to all employees and applicants for employment. Remote employees are expected to maintain a professional work environment free of distractions to ensure optimal performance and collaboration.