Senior Manager, Patient Insights
New
Based in the United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 7+ years
- Required Skills
- Data analytics
Requirements
- Bachelor’s degree in Communications, Marketing, Healthcare Administration, Business, Public Health, Health Informatics, Customer Experience, Data Analytics, or a related field required.
- 7+ years of progressive experience in patient experience, customer experience, healthcare strategy, patient communications, insights, service design, operations enablement, or related fields.
- Proven experience translating patient or customer feedback, surveys, complaints, sentiment data, and operational signals into improvement strategies.
- Strong background in patient or customer communications strategy, including messaging, education, channel strategy, and service recovery.
- Experience creating executive-ready presentations, narratives, recommendations, and strategic insights.
- Demonstrated ability to collaborate with operations, clinical, product, technology, analytics, compliance, and business teams.
- Strong analytical mindset with the ability to interpret qualitative and quantitative data.
- Excellent written and verbal communication skills with the ability to influence stakeholders and drive alignment.
- Strong organizational skills with experience managing insight repositories, reporting processes, and governance frameworks.
- Ability to operate effectively in regulated healthcare environments requiring sound judgment and attention to compliance.
- Master’s degree preferred.
- Healthcare experience preferred, particularly within pharmacy, payer, provider, patient access, medication management, digital health, or care delivery environments.
- Experience with Voice of Customer or Voice of Patient programs, NPS, surveys, journey mapping, sentiment analysis, or closed-loop improvement processes preferred.
Responsibilities
- Lead Voice of Patient insight synthesis across surveys, NPS feedback, complaints, escalations, patient interactions, reviews, sentiment data, digital engagement metrics, and operational signals.
- Translate patient insights into prioritized recommendations that improve trust, retention, engagement, medication readiness, and overall journey effectiveness.
- Own closed-loop insight processes, from identifying key themes through validation, prioritization, implementation, and impact measurement.
- Analyze patient friction points across the full journey, including onboarding, early engagement, ongoing support, and retention stages.
- Develop strategies that improve digital patient experiences, workflow enablement, readiness processes, and appropriate escalation pathways.
- Partner with operations, clinical, product, technology, growth, compliance, and analytics teams to validate root causes and drive improvement initiatives.
- Support AI-enabled sentiment analysis programs by helping define themes, classifications, quality review approaches, and actionability standards.
- Maintain a prioritized patient insights roadmap, ensuring key themes are assigned, tracked, and resolved effectively.
- Support measurement strategies for major initiatives by defining baseline insights, success indicators, and post-launch performance reviews.
- Create executive-level insight reports highlighting trends, key drivers, actions, progress, and recommendations.
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