Chief Consumer & Patient Experience Leader

Kaiser Permanente; Oakland (CA); On-site; USD 350,000 - 650,000; Full time

Job summary

KAISER Permanente in Oakland, California is seeking a Senior Vice President, Chief Consumer & Patient Experience Officer to lead and transform KAISER's consumer and patient experience across markets and channels. This role will drive the experience vision, strategy, and governance in collaboration with medical groups to deliver top-tier outcomes across health plans and care delivery settings.

The role requires 10+ years in large-scale health plans or care delivery with a track record in

Qualifications

• Minimum ten (10) years of experience in a large-scale health plan and/or care delivery system or consumer focused health plan and/or care delivery, business, or a related field.
• Minimum ten (10) years of progressive leadership experience in best-in-class service approaches, change management, strategic planning and a service leader at growing and developing consumer loyalty or closely related field.

Responsibilities

• Setting the consumer and patient experience vision, strategy, and roadmap, aligning with KP's brand value proposition for the enterprise.
• Overseeing the development and progression of key operational relationships with Medical Groups, Health Plan Operations, Digital, Marketing, Data & Analytics, and Care Delivery Operations teams.
• Building and maintaining an agile consumer and patient experience organization with governance and change management plans.
• Creating and executing a performance management system to monitor experience metrics and identify improvement opportunities.
• Delivering industry leading feedback/listening tools to identify and address consumer pain points.

Education

Bachelor's degree in Health Administration, Business Administration, Business, Economics, or related field

Job description

KAISER Permanente in Oakland, California is seeking a Senior Vice President, Chief Consumer & Patient Experience Officer to lead and transform KAISER's consumer and patient experience across markets and channels. This role will drive the experience vision, strategy, and governance in collaboration with medical groups to deliver top-tier outcomes across health plans and care delivery settings.

The role requires 10+ years in large-scale health plans or care delivery with a track record in