Senior Manager, Patient Insights

Position Overview

This role, based in the United States, leads the transformation of patient feedback, experience data, and operational indicators into strategic actions that enhance healthcare experiences. The Senior Manager, Patient Insights collaborates across various teams including patient experience, operations, clinical, digital, analytics, and business units to identify patient pain points, uncover root causes, and guide initiatives that improve trust, engagement, and retention throughout the patient journey. The position combines strategic vision, communications expertise, and analytical skills to influence organization-wide patient experience programs in a mission-driven healthcare setting.

Key Responsibilities

• Lead synthesis of Voice of Patient insights across diverse data sources such as surveys, net promoter scores, complaints, patient interactions, reviews, sentiment data, digital engagement metrics, and operational signals.
• Transform patient feedback into prioritized strategic recommendations enhancing trust, retention, engagement, medication readiness, and overall journey effectiveness.
• Manage closed-loop insight processes from theme identification to validation, prioritization, implementation, and performance measurement.
• Analyze friction points across the patient journey stages including onboarding, initial engagement, ongoing support, and retention.
• Develop and implement strategies to improve digital patient experiences, workflow effectiveness, readiness processes, and escalation protocols.
• Collaborate with cross-functional teams — operations, clinical, product, technology, growth, compliance, and analytics — to validate root causes and drive improvements.
• Support AI-driven sentiment analysis initiatives by defining thematic frameworks, classifications, quality assurance methods, and actions to be taken.
• Maintain a prioritized patient insights roadmap, ensuring accountability for key themes through to resolution.
• Design measurement frameworks for major initiatives, establishing baseline insights, success criteria, and post-implementation evaluations.
• Produce executive-level insight reports highlighting trends, drivers, progress, and actionable recommendations.
• Shape patient experience strategy by integrating feedback, communications, operational input, and business goals.

Candidate Requirements

• Bachelor's degree in Communications, Marketing, Healthcare Administration, Business, Public Health, Health Informatics, Customer Experience, Data Analytics, or related field required; Master's degree preferred.
• At least 7 years of progressive experience in patient experience, customer insights, healthcare strategy, patient communications, insights analysis, service design, or operations enablement.
• Proven expertise in converting patient or customer feedback, surveys, complaints, sentiment data, and operational metrics into actionable improvement actions.
• Strong foundation in patient or customer communications strategy, including messaging, education, channel planning, and service recovery.
• Experience crafting executive-ready presentations, narratives, and strategic recommendations.
• Demonstrated ability to work cross-functionally with operations, clinical, product, technology, analytics, compliance, and business teams.
• Prior healthcare sector experience preferred, especially in pharmacy, payer, provider, patient access, medication management, digital health, or care delivery.
• Familiarity with Voice of Customer/Patient programs, NPS, surveys, journey mapping, sentiment analysis, and closed-loop improvement methodologies preferred.
• Experience with analytics tools, CRM systems, business intelligence dashboards, survey platforms, contact center reporting, and AI-enabled classification tools beneficial.
• Strong analytical capabilities to interpret both qualitative and quantitative data.
• Excellent written and verbal communication skills to influence stakeholders and foster alignment.
• Strong organizational skills managing insight repositories, reporting processes, and governance structures.
• Ability to operate adeptly in regulated healthcare environments with high standards of compliance and sound judgment.

Benefits

• Opportunity to work fully remotely.
• Comprehensive medical, dental, and vision insurance plans.
• Access to flexible spending accounts.
• Company-covered life insurance and short-term disability benefits.
• Various voluntary benefits programs.
• Participation in 401(k) retirement plan.
• Paid time off and holidays.
• Chance to contribute to meaningful healthcare and patient experience initiatives.
• Work in a collaborative environment that values innovation, quality enhancement, and impactful outcomes.
• Potential travel for important meetings, conferences, and team gatherings.