Director, Patient Experience Analytics

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.

Job Details

The Director, Patient Experience Analytics will own the measurement and insights engine for the AnewHealth Care Experience (ACE) Patient Experience Center of Excellence (COE). This role is accountable for building and governing the Patient Experience KPI framework and reporting layer, integrating and validating Voice of Patient (VoP) signals across channels, and translating experience signals into quantified drivers that inform prioritization and closed-loop improvement. The Director will serve as the primary owner of experience measurement strategy, analytics execution, and ELT-ready narrative reporting, ensuring the organization can identify top friction points, track improvements, and link experience work to outcomes such as retention, conversion, speed to service, delight, and avoidable contact reduction. This role also enables AI-driven patient sentiment programs by creating the data pipelines, validation standards, and operational QA loops required to generate reliable, actionable insights.

Responsibilities

• Own the ACE Patient Experience COE measurement strategy and KPI framework, including metric definitions, governance rules, calculation logic, and standard reporting cadences aligned to journey phases (0–90 days and 90+).

• Build and maintain executive-ready dashboards and recurring performance readouts (weekly/monthly/quarterly), ensuring reporting is trusted, consistent, and decision-oriented.

• Establish and maintain a unified VoP taxonomy and driver framework (themes, sub-themes, severity, journey stage, channel), including QA standards, sampling processes, and ongoing validation to ensure signal integrity.

• Integrate and validate experience signals across sources (e.g., NPS/sentiment surveys, complaint and escalation workflows, contact drivers, digital engagement telemetry, communications performance), ensuring data consistency and a single source of truth for experience insights.

• Quantify top friction drivers using rate + impact analyses (cohort/segment/journey-stage breakdowns), and produce clear prioritization inputs that partner teams can act on within their roadmaps.

• Own closed-loop measurement and improvement tracking, including the operational reporting system that connects shipped changes to outcome movement and highlights what changed, what moved, and what did not.

• Lead experience attrition and retention analytics, identifying leading indicators, validating driver contributions, segmenting cohorts, and supporting the enterprise’s ability to predict and prevent churn.

• Support AI-driven patient sentiment initiatives by preparing labeled datasets, auditing model outputs, defining confidence thresholds, measuring classification accuracy, and operationalizing sentiment into actionable themes and driver reduction plans.

• Partner with IT, Product, Operations, Patient Experience, and Growth leaders to define instrumentation and data requirements for experience-critical touchpoints (portal/SMS/email flows, service recovery events, intake milestones), ensuring telemetry exists to measure adoption, friction, and outcomes.

• Produce ELT-ready experience narratives that connect patient experience signals to enterprise outcomes (retention, conversion, speed to service, delight, contact reduction), including clear recommendations, risks, and tradeoffs.

• Support M&A and partnership integrations by establishing experience measurement baselines, aligning KPI definitions and VoP taxonomy across acquired/partner populations, and delivering post-integration reporting that tracks friction drivers, adoption, and retention impact through the closed-loop improvement model.

• Drive continuous improvement of the analytics operating model, including documentation of data sources, metric lineage, refresh cycles, and stakeholder enablement on how to use experience reporting consistently.

The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs