Lead Director, Patient Experience
About The Position
Oak Street Health, a part of CVS Health, helps older adults stay healthier and live fuller lives through its 230 centers across 27 states. Their value-based care model consistently delivers better patient experiences and outcomes. As a Lead Director, Patient Experience, this role is critical in supporting Oak Street Health patients, providers, and the business by improving patient experience. The Lead Director will oversee scaled initiatives and capabilities aimed at enhancing patient experience (NPS), engaged Oak St. Health membership, and STARs performance through payer CAHPS programs. This individual will partner with cross-functional business leaders to achieve organizational performance goals and foster member engagement, owning the strategic agenda for improving patient experience. From opportunity identification through execution, this leader will ensure stepwise improvements in experience year over year and serve as the primary liaison with payer partners on CAHPS strategy and performance. This individual will oversee a growing team of approximately 2-5 team members responsible for corporate strategy functions. The role is highly cross-functional, collaborating with leaders across central service operations, field operations, patient engagement, technology, product, population health, learning, human resources, managed care operations, and other teams to achieve organizational goals. This role reports to the AVP, Patient Experience & Field Execution.
Requirements
- Bachelor’s degree required
- Minimum of 4 years of leadership experience in healthcare operations, with proven experience leading large scale change initiatives (enterprise-level strategic initiatives or projects directly affecting multi-million dollar budgets)
- Minimum of 7 years experience in strategy and planning
- Proven ability to identify opportunities, create value, and deliver measurable impact at scale.
- Strong business acumen with the ability to translate experiential initiatives into business and financial outcomes.
- Exceptional communication, collaboration, and executive influence skills.
- Demonstrated success influencing decisions and driving outcomes across all levels of an organization.
- Strong critical thinking, judgment, and problem-solving skills in fast-paced, ambiguous environments.
- Self-starter with a high degree of adaptability and accountability.
- Ability to travel 5-10%.
Nice To Haves
- Master’s degree (e.g., MBA, MHA, MPH, MPP) preferred
- Experience with communication operations and/or employee experience technology preferred.
Responsibilities
- Responsible for all major patient experience strategic initiatives.
- Deploy Sr. Manager and Analyst to drive improvements in NPS, net membership, and/or CAHPS performance.
- Translate impact to primary KPIs and economic value for the business.
- Accountable for organization’s NPS performance against annual targets.
- Responsible for developing, organizing, and execution of PX strategic plan to maintain and/or improve patient experience at OSH.
- Support operational partners (Field and Central) with identifying and deploying experiential best practices.
- Partner with Enterprise CX team to identify trends and thematic PX opportunities and synthesize into strategies.
- Serve as PX SME for Payer QBRs and dedicated CAHPS performance sessions.
- Develop CAHPS strategic plans for high priority payer quality ladders.
- Oversee strategic roadmap for patient portal enrollment and portal experience.
Benefits
- Mission-focused career impacting change and measurably improving health outcomes for medicare patients
- Paid vacation, sick time, and investment/retirement 401K match options
- Health insurance, vision, and dental benefits
- Opportunities for leadership development and continuing education stipends
- New centers and flexible work environments
- Opportunities for high levels of responsibility and rapid advancement
- medical, dental, and vision coverage
- paid time off
- retirement savings options
- wellness programs
- other resources, based on eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Director
