Remote Lead Director, Patient Experience & CX Strategy

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

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.