Digital Patient Experience Architect

About this 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.

Job Details

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, and 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.

• Partners with Patient Experience Design & Delivery, Product, IT, Operations, Growth, Compliance, Legal, Telecoms, Patient Insights & Analytics, and AI/automation vendors 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, including digital launch readiness, channel monitoring, workflow validation, and post-launch performance review.

• 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, including patient trust, retention, UE savings, avoidable contact reduction, medication completeness, packet readiness, digital adoption, and operational scalability.

• Embody AnewHealth’s Core Values in all communications and interactions.

• Other duties as assigned.

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. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job.  Not all of the duties may be assigned to a position.

Qualifications: These represent the desired qualifications of the ideal candidate. They are not meant to limit consideration for candidates who do not meet all of the standards listed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education • 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.

Experience • Required: 6+ years of progressive experience in digital engagement, digital product management, patient/customer experience, healthcare technology, digital transformation, or related fields.

• Required: Experience developing roadmaps, defining business and user requirements, prioritizing digital improvements, and partnering with Product/IT teams through launch and post-launch optimization.

• Required: Experience leading cross-functional initiatives with Product, IT, Operations, Compliance, Legal, Analytics, Telecoms, Growth, and/or business stakeholders.

• Required: Experience using engagement data to identify friction, improve adoption, reduce avoidable contacts, and measure performance against defined outcomes.

• Preferred: Healthcare experience, inc

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