Senior Director, Patient Experience & Strategy

Oak Street Health, part of CVS Health; Springfield (IL); Remote; USD 100,000 - 232,000; Full time

Benefits offered by this job

Paid vacation & sick time

401K match

Health, vision, and dental benefits

Leadership development stipends

Flexible work environments

Career advancement opportunities

Job summary

Oak Street Health is seeking a Lead Director, Patient Experience to drive strategy across patient experience initiatives, NPS improvement, and payer CAHPS programs. You will lead a small team and partner with cross‑functional leaders to set and execute the PX agenda.

This role reports to the AVP, Patient Experience & Field Execution and requires 4+ years in healthcare operations leadership and 7+ years in strategy.

Qualifications

• Bachelor’s degree required; Master’s degree preferred.
• 4+ years of leadership experience in healthcare operations with enterprise-level initiatives.
• 7+ years of experience in strategy and planning.
• Proven ability to translate experiential initiatives into business and financial outcomes.
• Excellent communication, collaboration, and executive influence skills.
• Willingness to travel 5–10%.

Responsibilities

• Lead patient experience strategy and KPI alignment.
• Oversee CAHPS performance initiatives with payer partners.
• Oversee digital experience and patient portal roadmap.
• Partner with cross-functional leaders to design, plan, and execute PX improvements.
• Serve as primary liaison with payer partners on CAHPS strategy.

Skills

Leadership experience

Strategy development

Executive communication

Change management

Cross-functional collaboration

Problem solving

Education

Bachelor’s degree

Master’s degree preferred

Job description

Oak Street Health is seeking a Lead Director, Patient Experience to drive strategy across patient experience initiatives, NPS improvement, and payer CAHPS programs. You will lead a small team and partner with cross‑functional leaders to set and execute the PX agenda.

This role reports to the AVP, Patient Experience & Field Execution and requires 4+ years in healthcare operations leadership and 7+ years in strategy.