Director, Patient Experience

Location: Remote. Other location: Louisville, Kentucky, United States. Travel of up to 10–20% is required for meetings, training, and organizational needs.

Company

hirify.global improves healthcare outcomes through transparent, clinically informed, technology-enabled pharmacy benefit management.

What you will do

• Set Patient Experience priorities and lead day-to-day execution across staffing, workflows, service standards, and departmental plans.
• Lead, coach, and develop managers and operational leaders while establishing accountability, succession planning, and consistent management practices.
• Own operating plans, workforce and capacity planning, forecasting, staffing recommendations, productivity, budgets, and operational readiness for client implementations, formulary changes, benefit transitions, and service model changes.
• Establish KPIs and reporting for service levels, turnaround time, productivity, case aging, resolution quality, patient satisfaction, risks, root causes, and corrective actions.
• Oversee quality assurance, coaching, procedures, knowledge resources, escalation standards, privacy and compliance alignment, and continuous improvement.
• Partner with Client Management, Clinical, Implementations, IT, Compliance, and vendors to resolve complex escalations and improve end-to-end patient and client service delivery.

Requirements

• Bachelor’s degree in healthcare administration, business, operations, or a related field, or equivalent relevant experience.
• 10+ years of progressive leadership experience in healthcare operations, patient/member services, contact center operations, pharmacy benefits, insurance, or related settings, including management of managers or complex cross-functional operations.
• Experience owning operational performance, workforce or capacity planning, quality programs, reporting, and process improvement.
• Ability to define operational KPIs, analyze trends, present executive-ready insights, and convert findings into practical action plans.
• Strong leadership, communication, judgment, stakeholder management, and cross-functional influence skills, including vendor relationships.
• Experience with CRM or case management tools, reporting platforms, workforce management tools, and standard business productivity software.
• Knowledge of applicable privacy, compliance, and service standards, with commitment to confidentiality and ethical practices.
• Ability to balance competing priorities, manage organizational change, and operate effectively in a fast-paced, growing environment.
• Willingness to travel up to 10–20% for meetings, training, and organizational needs.

Nice to have

• Advanced degree or applicable professional certification.
• Strong understanding of pharmacy benefit management, benefit administration, patient navigation, and related operational processes.

Culture & Benefits

• Opportunity to contribute to change in the pharmacy benefits management industry and improve patient outcomes.
• Culture focused on employee and organizational growth.
• Competitive compensation with health, dental, vision, and other benefits.
• Remote employees are expected to maintain a professional, distraction-free work environment that supports performance and collaboration.