Remote Lead Director, Patient Experience & CX Strategy

CVS Health Corporation; Illinois; Hybrid; USD 139,000 - 232,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) match

Paid time off

Job summary

Oak Street Health, part of CVS Health, seeks a Lead Director, Patient Experience to drive strategic PX initiatives and partner with cross-functional leaders. The role emphasizes improving patient experience, NPS, membership engagement, and CAHPS outcomes across the network.

The successful candidate will lead a small team (2–5) and collaborate with payer partners, technology, and operations to translate initiative value into financial impact, while shaping the patient journey from enrollment to

Qualifications

• Bachelor's degree required; Master's preferred.
• 4+ years leadership in healthcare operations with multi-million budgets.
• 7+ years in strategy and planning.
• Identify opportunities, create value and deliver impact at scale.
• Strong business acumen translating initiatives into outcomes.
• Exceptional communication, collaboration and executive influence.
• Proven ability to influence decisions across all levels.
• Critical thinking, judgment and problem-solving in fast-paced settings.
• Experience with communication operations or employee experience tech preferred.
• Self-starter with adaptability and accountability.
• Willingness to travel 5–10%.

Responsibilities

• Lead patient experience strategy and major PX initiatives.
• Drive improvements in NPS, membership, and CAHPS performance.
• Develop and execute PX strategic plan with measurable impact.
• Partner with Enterprise CX to identify PX opportunities.
• Oversee talent (2–5 members) and cross-functional collaboration.
• Serve as liaison with payer partners on CAHPS strategy.

Skills

Leadership

Healthcare ops

Strategy & planning

Executive communication

Cross-functional collaboration

Change management

CAHPS strategy

Travel willing

Education

Bachelor's degree

Master's degree

Job description

Oak Street Health, part of CVS Health, seeks a Lead Director, Patient Experience to drive strategic PX initiatives and partner with cross-functional leaders. The role emphasizes improving patient experience, NPS, membership engagement, and CAHPS outcomes across the network.

The successful candidate will lead a small team (2–5) and collaborate with payer partners, technology, and operations to translate initiative value into financial impact, while shaping the patient journey from enrollment to