Lead Director, Patient Experience

CVS Health Corporation; United States; Remote; USD 100,000 - 232,000; Full time

Job summary

Oak Street Health, a part of CVS Health, is looking for a Lead Director, Patient Experience to advance patient experience across our network. You will lead strategic PX initiatives, drive NPS and payer CAHPS performance, and collaborate with field operations, product, and enterprise CX to improve member engagement.

You will oversee a growing team of 2–5 and report to the AVP, Patient Experience & Field Execution, shaping the strategic agenda for PX improvements.

Qualifications

• Minimum of 4 years of leadership experience in healthcare operations and large-scale change initiatives.
• Minimum of 7 years of experience in strategy and planning.
• Proven ability to translate experiential initiatives into business and financial outcomes.
• Exceptional communication, collaboration, and executive influence skills.

Responsibilities

• Lead patient experience strategy and major PX initiatives.
• Deploy Sr. Manager and Analyst to drive improvements in NPS, membership, and CAHPS.
• Translate impact to KPIs and economic value for the business.
• Accountable for NPS performance against annual targets.
• Develop PX strategic plans and coordinate with Field and Central partners.
• Partner with Enterprise CX to identify PX opportunities and synthesize strategies.
• Oversee CAHPS strategy and payer QBRs; develop CAHPS plans for priority ladders.
• Oversee portal enrollment and digital experience roadmap.

Skills

Leadership

Strategic thinking

Healthcare operations

Executive communication

Cross-functional collaboration

Education

Bachelor's degree

Master's degree preferred

Tools

CAHPS strategy

CRM systems

Job description

We're building a world of health around every individual - shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger - helping to simplify health care one person, one family and one community at a time.

Company: Oak Street Health

Title: Lead Director, Patient Experience

Location: Remote

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 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, manage care operations and other teams to achieve organizational goals. This role reports up to the AVP, Patient Experience & Field Execution.

Core Responsibilities:

• Patient experience strategy: 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
• CAHPS performance and strategy: Serve as PX SME for Payer QBRs and dedicated CAHPS performance sessions
• Develop CAHPS strategic plans for high priority payer quality ladders
• Portal enrollment and digital experience: Oversee strategic roadmap for patient portal enrollment and portal experience

What are we looking for?

• 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%.

Why Oak Street Health?

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. Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.

Oak Street Health 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

Pay Range

Pay Range The typical pay range for this role is: $100,000.00 - $231,540.00 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company’s equity award program. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments. We anticipate the application window for this opening will close on: 12/25/2026

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.