Senior Manager, Patient Services Innovation And AI Strategy

Patient Services AI Innovation Leader

Location: Boston, MA or New Haven, CT

This is what you will do:

You will lead the discovery, planning, and delivery of innovative Patient Services solutions that elevate service quality, efficiency, and the overall patient experience. Partnering closely with Patient Services Strategy and Operations, you will translate business needs into AI use cases, steward a 3–5 year Innovation and AI strategic plan, and manage a diverse vendor ecosystem to deliver measurable outcomes. You will set performance targets, monitor and adjust AI effectiveness, and ensure responsible practices across the lifecycle allowing investments to realize tangible value.

You will be responsible for:

• Innovation opportunity identification and assessment: Collaborate with Patient Services Strategy and Operations to surface high-value use cases; conduct feasibility, impact, and risk assessments and develop business cases with clear benefits, costs, and success metrics.
• Vendor and partner management: Perform vendor manager functions across internal and external PS AI vendors; define SOWs/SLAs; manage delivery, performance, and renewals; drive continuous optimization, including updating and adjusting AI performance to exceed expected outcomes.
• Multi-year AI strategic planning: Drive the maintenance and management of a rolling 3–5 year strategic plan for AI within Patient Services; align to enterprise priorities and regulatory requirements; maintain awareness of patient services industry trends and emerging AI capabilities.
• AI performance and value realization: Establish KPIs (quality, accuracy, patient satisfaction); monitor performance and model drift; coordinate updates and tuning; track benefits (efficiency, quality, experience) and communicate outcomes to senior leaders.
• Implementation leadership: Lead pilots and scaled deployments; define scope, timelines, and change control; align cross-functional stakeholders (PS operations, IT, data/analytics); manage risks, dependencies, and cutover plans.

You will need to have:

• Experience: 6+ years in healthcare/biopharma, consulting, or operations driving technology-enabled transformation, with 3+ years focused on AI/advanced analytics initiatives.
• AI solutioning: Ability to translate business problems into AI use cases; assess feasibility, data needs, risks, and ROI; define success metrics and operationalization plans.
• Vendor management: Proven success managing multiple vendors/partners, contracts, and SLAs; holding vendors accountable to outcomes; negotiating scope, pricing, and timelines.
• Measurement and optimization: Hands-on experience defining and tracking AI performance KPIs; coordinating updates and change management to improve results.
• Strategic planning: Experience building and maintaining multi-year technology roadmaps and aligning them to business and regulatory priorities.
• Stakeholder leadership: Strong influence skills across Patient Services Strategy, Operations, IT, Data/Analytics, Compliance, and Legal; ability to lead without formal authority in a matrix.
• Communication: Exceptional written and verbal communication, including executive-level storytelling; ability to explain complex technical concepts to non-technical audiences.
• Process and governance: Discipline in documentation, risk/issue management, and adherence to responsible AI standards; comfort establishing and enforcing operating procedures.
• Education: Bachelor's degree in business, health administration, engineering, computer science, data science, or related field.

We would prefer for you to have:

• Industry background: Experience in patient services, rare disease, specialty pharma, hub services, or payer/provider environments; familiarity with PHI/PII and privacy frameworks.
• Tools and platforms: Exposure to AI/ML platforms and cloud services (e.g., Azure, AWS, GCP), contact center AI, and CRM/workflow integrations (e.g., Salesforce, ServiceNow).
• Responsible AI and compliance: Experience operationalizing ethical AI, bias testing, privacy-by-design, validation/qualification in regulated settings.
• Change management: Prosci/ADKAR or similar experience driving adoption and training for frontline and supervisor populations.
• Financial acumen: Ability to build business cases, forecast benefits/costs, and track value realization across a multi-year roadmap.
• Credentials: PMP or Agile certification; AI/ML or analytics certifications a plus; advanced degree preferred (MBA, MS in Analytics/Data Science).

Our mission is to build an inclusive environment where equal employment opportunities are available to all applicants and employees. In furtherance of that mission, we welcome and consider applications from all qualified candidates, regardless of their protected characteristics. If you have a disability or special need that requires accommodation, please complete the corresponding section in the application form.