Senior Director, Patient Experience & CX Strategy

8350 Oak Street Health MSO LLC; Illinois; Remote; USD 100,000 - 232,000; Full time

Benefits offered by this job

Health insurance

401K match

Paid vacation

Job summary

Oak Street Health, part of CVS Health, is seeking a Lead Director, Patient Experience to drive patient experience across our network. You will own the PX strategy, improve NPS and CAHPS, and partner with field operations, central teams and payer partners to deliver measurable improvements.

Qualifications include a Bachelor's degree (Master's preferred), 4+ years in healthcare operations leadership and 7+ years in strategy. Strong executive communication and travel 5-10% are required.

Qualifications

• Bachelor's degree required; master's preferred.
• Minimum 4 years of healthcare operations leadership experience with large-scale change initiatives.
• Minimum 7 years in strategy and planning; translate experiential initiatives into business outcomes.
• Excellent communication, collaboration, and executive influence skills.
• Ability to travel 5-10%.
• Experience with patient experience, CX, CAHPS is preferred.

Responsibilities

• Lead patient experience strategy and drive improvements in NPS and CAHPS.
• Oversee PX strategic plan and align with KPI targets.
• Partner with Field and Central teams to deploy experiential best practices.
• Own CAHPS strategy and payer QBRs.
• Oversee portal enrollment and digital experience roadmap.

Skills

Leadership

Strategy

Healthcare operations

Change management

Executive communication

Travel flexibility

Education

Bachelor's degree

Master's degree

Job description

Oak Street Health, part of CVS Health, is seeking a Lead Director, Patient Experience to drive patient experience across our network. You will own the PX strategy, improve NPS and CAHPS, and partner with field operations, central teams and payer partners to deliver measurable improvements.

Qualifications include a Bachelor's degree (Master's preferred), 4+ years in healthcare operations leadership and 7+ years in strategy. Strong executive communication and travel 5-10% are required.