Lead Director, Patient Experience

Job not on LinkedIn

🔥 25 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $100k - $231.5k / year

⏰ Full Time

🟠 Senior

👔 Director

👻 Ghost score 0%

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CVS Health

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1963

🏥 Healthcare

⚕️ Healthcare Insurance

🛒 Retail

Healthcare • Healthcare Insurance • Retail

CVS Health is a leading American healthcare company dedicated to improving health access and affordability. The company focuses on a comprehensive approach that includes health services, health insurance, and pharmacy benefits management. Through its subsidiaries, such as Aetna and CVS Caremark, CVS Health offers a range of services that facilitate wellness, condition management, and affordable prescription drug coverage. CVS Health operates neighborhood pharmacies, provides mail-order pharmacy services, and manages specialty medication programs, aiming to make healthcare convenient and accessible for everyone. Driven by a mission to connect people with essential care services, CVS Health is committed to fostering healthier communities and supporting the wellbeing of all individuals.

📋 Description

• Oversee scaled initiatives and capabilities to improve patient experience (NPS), engaged Oak Street Health membership, and STARs performance through payer CAHPS programs • Own the strategic agenda for improving patient experience at Oak Street Health • Partner with cross-functional business leaders to achieve organizational performance goals and foster member engagement • Lead opportunity identification through execution to deliver year-over-year improvements in patient experience • Serve as primary liaison with payer partners on CAHPS strategy and performance • Oversee a growing team of approximately 2-5 team members focused on corporate strategy functions • Work with central service operations, field operations, patient engagement, technology, product, population health, learning, human resources, managed care operations, and other teams • Lead major patient experience strategic initiatives • Deploy Senior Managers and Analysts to improve NPS, net membership, and/or CAHPS performance • Translate initiative impact into primary KPIs and economic value for the business • Own organizational NPS performance against annual targets • Develop, organize, and execute the patient experience strategic plan • Support Field and Central operational partners with identifying and deploying experiential best practices • Partner with the Enterprise CX team to identify trends and thematic patient experience opportunities and synthesize them into strategies • Serve as patient experience subject-matter expert for payer QBRs and dedicated CAHPS performance sessions • Develop CAHPS strategic plans for high-priority payer quality ladders • Oversee the strategic roadmap for patient portal enrollment and portal experience • Report to the AVP, Patient Experience & Field Execution

🎯 Requirements

• Bachelor’s degree required • Minimum of 4 years of leadership experience in healthcare operations • Proven experience leading large-scale change initiatives, including enterprise-level strategic initiatives or projects directly affecting multi-million-dollar budgets • Minimum of 7 years of 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% • Master’s degree (e.g., MBA, MHA, MPH, MPP) preferred

🏖️ Benefits

• Mission-focused career impacting change and measurably improving health outcomes for Medicare patients • Paid vacation and sick time • Investment/retirement 401K match options • Health insurance, vision, and dental benefits • Leadership development opportunities • 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 supporting physical, emotional, and financial well-being