Digital Patient Experience Architect

Role Description

The Digital Patient Experience Architect will own the enterprise solution identification, roadmap, implementation, and adoption of AnewHealth’s patient-facing digital engagement ecosystem. The role will focus on:

• Reducing patient friction
• Improving digital adoption
• Increasing early patient confidence
• Supporting packet completeness and readiness
• Reducing avoidable contacts
• Enabling a more proactive Health Navigator experience

The Digital Patient Experience Architect will translate enterprise patient experience standards, journey requirements, and communications governance into digital requirements, product priorities, workflow design, launch readiness criteria, and post-launch performance management.

Responsibilities

• Develop and maintain the digital patient experience roadmap, prioritizing initiatives that improve adoption, reduce friction, increase self-service completion, support early patient confidence, and drive measurable outcomes across referral/conversion, start of care, engagement center, medication readiness, refill readiness, and ongoing retention.
• Translate journey enablement playbooks, service recovery standards, and approved patient communications requirements into digital channel requirements, workflow logic, launch readiness criteria, and post-launch optimization plans.
• Serve as the enterprise owner for digital touchpoint performance, including adoption, engagement, completion, drop-off, escalation rate, avoidable contact reduction, digital containment, time-to-fix, and patient confidence indicators.
• Lead the transformation of the digital front door experience, ensuring patients have a clear, guided, and confidence-building path from initial outreach through education, activation, account creation, medication confirmation, and next-step completion.
• 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 with various teams to ensure digital touchpoints are coordinated, measurable, and continuously improved.
• Lead continuous improvement routines for digital engagement performance, including monitoring friction signals, identifying root causes, recommending prioritized fixes, coordinating resolution with accountable teams, and measuring whether changes improved patient experience and operational performance.
• Own the performance and optimization strategy for AI-enabled patient engagement capabilities.
• Define and maintain digital readiness standards for major operational, product, policy, and technology changes that impact patients.
• Identify digital experience gaps that create avoidable contacts, escalations, readiness delays, medication completeness issues, or patient confusion, and create prioritized improvement plans with clear owners, expected impact, and measurable success criteria.
• Create executive-level reporting and narratives that connect digital engagement performance to enterprise outcomes.
• Embody AnewHealth’s Core Values in all communications and interactions.
• Other duties as assigned.

Qualifications

• Bachelor’s degree in Product Management, Digital Experience, Healthcare Administration, Business, Marketing, Communications, Human-Computer Interaction, Information Systems, or related field.
• Master’s or PharmD degree preferred.

Requirements

• 6+ years of progressive experience in digital engagement, digital product management, patient/customer experience, healthcare technology, digital transformation, or related fields.
• Experience developing roadmaps, defining business and user requirements, prioritizing digital improvements, and partnering with Product/IT teams through launch and post-launch optimization.
• Experience leading cross-functional initiatives with Product, IT, Operations, Compliance, Legal, Analytics, Telecoms, Growth, and/or business stakeholders.
• Experience using engagement data to identify friction, improve adoption, reduce avoidable contacts, and measure performance against defined outcomes.
• Preferred: Healthcare experience, including pharmacy, payer, provider, care delivery, patient access, patient onboarding, medication management, contact center, or digital health experience.
• Preferred: Experience with AI-enabled engagement solutions and omnichannel orchestration.
• Preferred: Experience improving operational outcomes through digital engagement, including adoption improvement, contact deflection, workflow automation, or readiness optimization.

Skills & Abilities

• Strong digital strategy and product-thinking skills, with the ability to translate patient needs, journey requirements, and enterprise priorities into actionable roadmaps and measurable outcomes.
• Demonstrated ability to lead complex, cross-functional initiatives in a matrixed environment without relying solely on direct authority.
• Strong understanding of patient journey design, digital adoption, friction reduction, and how digital engagement impacts trust, retention, operational efficiency, and patient confidence.
• Ability to define digital engagement KPIs, interpret performance data, identify root causes, and convert insights into prioritized improvement plans.
• Strong executive communication and storytelling skills, including the ability to clearly articulate risks, tradeoffs, recommendations, expected impact, and performance outcomes.
• Strong project and roadmap leadership skills, including requirements definition, dependency tracking, issue escalation, launch readiness, adoption planning, and post-launch monitoring.
• Strong judgment in regulated environments, including comfort partnering with Compliance and Legal on patient-facing workflows, digital outreach, consent language, AI-enabled interactions, and service recovery use cases.
• Ability to partner effectively with Product and IT to translate digital patient experience needs into user stories, workflow requirements, instrumentation needs, and release priorities.
• Preferred: Familiarity with Microsoft 365, Power Platform, CRM tools, SMS/email platforms, contact center platforms, patient portals, app analytics, product analytics, chat platforms, and AI/automation vendor solutions.
• Preferred: Strong understanding of healthcare operations, medication management workflows, patient onboarding, refill readiness, start-of-care processes, and service recovery.

Schedule

This is a full-time position with an expectation to work an average of 40 hours per week and be available outside of normal business hours to meet customer expectations on an ad-hoc basis. Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed. This may be considered a remote position based on manager discretion.

Travel

Travel may be required for special organization or department events, department team meetings, trade shows, conferences, and other client engagements.

Supervisory

No. May provide day-to-day direction to contractors or dotted-line resources as the function scales.

Benefits

• Comprehensive benefit package for full-time employees including medical/dental/vision.
• Flexible spending.
• Company-paid life insurance and short-term disability.
• Voluntary benefits.
• 401(k).
• Paid Time Off and paid holidays.
• Medical, dental, and vision coverage effective 1st of the month following date of hire.