Senior Manager, Patient Insights

ExactCare Pharmacy, Inc.

Job Overview

Location

US - Remote

Job Type

Full-time

Full Job Description

📋 Description

• Lead the Patient Experience COE’s insight translation function, turning patient feedback, sentiment, complaints, escalations, journey signals, and communications performance into clear, prioritized recommendations that improve the patient experience.
• Partner closely with Patient Communications, Digital Patient Experience, Growth, Operations, Clinical, Product/IT, Compliance, and Analytics/BI teams to connect patient signals to journey improvements, communications strategy, service recovery needs, and closed-loop action tracking.
• Bring a strong patient communications and strategy background, with the ability to synthesize qualitative and quantitative inputs into executive-ready narratives and practical improvement plans.
• 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 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

• 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.
• Strong background in patient or customer communications strategy, including the ability to understand how messaging, education, channel strategy, and service recovery influence patient trust and behavior.
• Experience translating patient/customer feedback, sentiment, complaints, surveys, or operational signals into actionable recommendations and improvement priorities.

🏖️ Benefits

• Comprehensive benefit package for full-time employees that includes medical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits, 401(k), Paid Time Off and paid holidays.
• Medical, dental and vision coverage are effective 1st of the month following date of hire.
• Equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment.

Skills & Technologies

Senior

Remote

Degree Required

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ExactCare Pharmacy, Inc.

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About ExactCare Pharmacy, Inc.

ExactCare is a national long-term care pharmacy that partners with health plans, providers and patients to provide medication management solutions for chronic, complex and high-risk populations. The company dispenses and synchronizes medications for patients managing multiple chronic conditions, offers adherence packaging, clinical support and 24/7 pharmacy access, and delivers services through home delivery, on-site clinics and integrated technology platforms. Founded in 2009 and headquartered in Valley View, Ohio, ExactCare serves tens of thousands of patients across the United States and is accredited by URAC and the Accreditation Commission for Health Care.

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