[Hiring] Lead Director, Patient Experience @CVS Health

Role Description

Oak Street Health®, a part of CVS Health, helps older adults stay healthier and live fuller lives through our 230 centers across 27 states. Our value-based care model helps us consistently deliver better patient experiences and outcomes.

As a Lead Director, Patient Experience you will play a critical role in supporting our Oak Street Health patients, providers and business by improving patient experience at Oak Street Health. The Lead Director will oversee scaled initiatives and capabilities with the aim of improving patient experience (NPS), engaged Oak St. Health membership, and STARs performance through payer CAHPS programs.

The Lead Director of PX will partner with cross-functional business leaders to help us achieve our organizational performance goals and foster member engagement. This individual will also own the strategic agenda for improving patient experience at Oak St. Health. From opportunity identification through execution, this leader will ensure Oak Street Health continues to make stepwise improvements in experience, year over year. They will also serve as the primary liaison with payer partners on CAHPS strategy and performance.

This individual will oversee a growing team of ~2-5 team members overseeing corporate strategy functions. This role is highly cross-functional and will work closely with other leaders across the organization to identify, design, plan, execute, monitor, and sustain change efforts including but not limited to:

• Central service operations
• Field operations
• Patient engagement
• Technology
• Product
• Population health
• Learning
• Human resources
• Managed care operations

This role reports up to the AVP, Patient Experience & Field Execution.

Core 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 executing 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.

Qualifications

• Bachelor’s degree required, Master’s degree (e.g., MBA, MHA, MPH, MPP) preferred.
• 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.
• Experience with communication operations and/or employee experience technology preferred.
• Self-starter with a high degree of adaptability and accountability.
• Ability to travel 5-10%.

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.

Company Description

Oak Street Health is on a mission to “Rebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient’s communities, and focused on the quality of care over volume of services. We’re an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody “Oaky” values and passion for our mission.