Sr Mgr,Patient Experience
About The Position
Oak Street Health, a part of CVS Health, is dedicated to helping older adults live healthier and fuller lives through its value-based care model, which emphasizes better patient experiences and outcomes. The organization operates 230 centers across 27 states. To ensure continued success and growth, Oak Street Health focuses on member enrollment and engagement, making seamless and differentiated patient experiences crucial. The Patient Experience team drives a strategic agenda to enhance patient interactions throughout their care journey. This involves reinforcing existing strengths, streamlining care processes, redesigning operations to eliminate pain points, and innovating the care model to create exceptional moments. The ultimate goals are to maintain market-leading Net Promoter Score (NPS), elevate the patient experience, reduce attrition, and improve net membership growth. As a Sr. Manager, Patient Experience Strategy, you will be instrumental in supporting Oak Street Health patients, providers, and the business by leading key patient experience strategies. A primary focus will be ensuring effective strategies are in place to address patient needs when they contact Oak Street Health for support, as 'responsiveness' is identified as a significant pain point contributing to patient friction and potential attrition. This role reports directly to the VP of Patient Experience.
Requirements
- A true self-starter eager to tackle tough problems.
- Ability to collaborate cross-functionally and communicate at an executive level.
- Customer-focused with a commitment to advocating for patients.
- Maintains a high standard for experience and role models appropriately.
- Proficiency in overseeing and executing strategic project plans to completion.
- Comfort with ambiguity.
- Willingness to learn and provide/receive feedback.
- Eagerness to drive change in healthcare.
- Embodies 'Oaky' values: Radiating positive energy, assuming good intentions, creating unmatched patient experiences, driving clinical excellence, taking ownership, delivering results, and being relentlessly determined.
Responsibilities
- Advance Digital Engagement: Shape patient portal strategy to drive enrollment and engagement, collaborating with cross-functional teams to optimize patient experience.
- Operationalize Attrition Strategy: Define patient attrition strategy by identifying journey pain points, analyzing operational metrics, and developing performance improvement initiatives in partnership with Patient Communications and Engagement teams.
- Refine Service Performance: Design and implement standardized 'First Call Resolution' (FCR) workflows with central operations, utilizing tech platforms to meet organizational responsiveness goals.
- Standardize Support Frameworks: Develop and deploy consistent operational playbooks with Product and Central Operations to ensure high-quality service and issue resolution across Oak Street Health.
- Build Centralized Capabilities: Drive the development of new operational functions, such as QA frameworks and training, to enhance the consistency and reliability of patient support.
- Execute Responsiveness Standards: Support the definition of new clinical responsiveness metrics and oversee daily execution of SLAs to optimize the patient journey.
- Manage PX team: Oversee PX Analyst.
- Cross-Functional Strategy Support: Act as a key partner across various Oak Street Health domains (Communications, Product, Central Operations, Population Health) to support patient experience initiatives.
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
