Senior Manager, Patient Insights

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Patient Insights based in the United States.

This role leads the transformation of patient feedback, experience data, and operational signals into actionable strategies that improve healthcare experiences. The successful candidate will help identify patient friction points, uncover root causes, and guide initiatives that strengthen trust, engagement, and retention. Working across patient experience, operations, clinical, digital, analytics, and business teams, this position connects insights with meaningful improvements throughout the patient journey. The role combines strategic thinking, communications expertise, and analytical capabilities to influence enterprise-wide experience initiatives. This is an opportunity to shape patient-centered programs in a collaborative, mission-driven healthcare environment. The ideal candidate will bring strong storytelling abilities, healthcare knowledge, and a passion for improving outcomes through data-driven insights.

Accountabilities:: The Senior Manager, Patient Insights will own the development and execution of patient insight strategies, transforming qualitative and quantitative feedback into recommendations that improve patient experiences. This role serves as a strategic partner across multiple functions, ensuring patient signals are understood, prioritized, and translated into measurable improvements.

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.

Influence patient experience strategies by connecting feedback, communications, operational realities, and business priorities.

Requirements:

The ideal candidate is an experienced patient experience, customer insights, healthcare strategy, or communications professional with a strong ability to convert complex information into actionable recommendations. They should have excellent strategic thinking, communication skills, and experience collaborating with cross-functional teams.

Bachelor’s degree in Communications, Marketing, Healthcare Administration, Business, Public Health, Health Informatics, Customer Experience, Data Analytics, or a related field required.

Master’s degree preferred.

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.

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.

Familiarity with analytics tools, CRM platforms, BI dashboards, survey platforms, contact center reporting, and AI-enabled classification tools preferred.

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.

Benefits:

The position offers a comprehensive benefits package designed to support employee well-being, professional growth, and flexibility.

Fully remote work opportunity.

Medical, dental, and vision insurance coverage.

Flexible spending account options.

Company-paid life insurance and short-term disability benefits.

Voluntary benefit programs.

401(k) retirement plan.

Paid time off and paid holidays.

Opportunities to contribute to impactful healthcare and patient experience initiatives.

Collaborative environment focused on innovation, quality improvement, and meaningful outcomes.

Potential travel opportunities for key meetings, conferences, and team events.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1