Senior Manager, Patient Insights

About the role

AnewHealth is one of the nation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs—wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states.

Responsibilities

• 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.
• Ownclosed-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 (e.g., refill readiness, insurance changeover, etc.).
• 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.
• 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.

Qualifications

• Bachelor's degree in Communications, Marketing, Healthcare Administration, Business, Public Health, Health Informatics, Customer Experience, Data Analytics, or related field. Master’s degree preferred.
• Required: 7+ years of progressive experience in patient experience, customer experience, patient communications, healthcare strategy, insights, marketing strategy, service design, operations enablement, or related disciplines.
• Required: Experience translating patient/customer feedback, sentiment, complaints, surveys, or operational signals into actionable recommendations and improvement priorities.
• Required: 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.
• Required: Experience developing executive-ready narratives, recommendations, and readouts that synthesize multiple inputs into clear business and patient experience implications.
• Required: 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.