Senior Vice President Patient Experience

Pediatric Associates Family of Companies; Orlando (FL); Hybrid; USD 150,000 - 200,000; Full time

Job summary

A leading healthcare company is seeking a Senior Vice President Patient Experience to oversee unified patient service operations. This role involves establishing a strategy for service excellence, managing healthcare call centers, and integrating AI tools to enhance patient outcomes. The ideal candidate will have over 15 years of experience in healthcare leadership, a Master’s degree, and a proven record of improving service quality metrics. This position offers flexibility in working conditions, including remote options.

Qualifications

• 15+ years in healthcare service/operations leadership, especially in call centers.
• Proven record improving CSAT, NPS, and CAHPS in healthcare.
• Experience with AI-enabled contact center tools.

Responsibilities

• Lead enterprise patient experience strategy across service channels.
• Embed AI features in frontline workflows.
• Operationalize a unified outbound campaign framework.

Skills

Strong communication and storytelling

Executive presence

Culture-building

Campaign strategy and execution

Workforce management

Cross-departmental collaboration

Education

Master’s Degree in Health care, User Experience, or relevant area

Tools

Campaign orchestration tools

CRM platforms

Job description

Overview

Join to apply for the Senior Vice President Patient Experience role at Pediatric Associates Family of Companies.

The Senior Vice President of Patient Experience will lead Pediatric Associates’ enterprise-wide patient service and call center operations, unifying teams, workflows, and culture under a single vision of service excellence. This executive will build a dynamic, high-performing organization that delivers industry-leading access, empathy, and resolution for families, while embedding AI-enabled tools and insights to scale service quality. The SVP will also create a unified framework for outbound patient campaigns to ensure consistent, coordinated, and measurable outreach across care, retention, and growth programs. The goal is to make PA the recognized leader in pediatric service quality with the highest CSAT, NPS, and CAHPS results.

Responsibilities

This list may not include all of the duties that may be assigned.

• Establish and lead the enterprise patient experience strategy, spanning call centers, service teams, and digital service channels.
• Partner with VP, Contact Center Platform to embed AI features (real-time agent assistance, translation, QA, predictive staffing) into frontline workflows.
• Define and embed a service culture rooted in empathy, speed, and reliability across all patient touchpoints.
• Oversee workforce management, training, QA, CSAT/NPS programs to ensure consistently excellent experiences.
• Create and operationalize a unified outbound campaign framework (appointment reminders, wellness visits, care gap closures, satisfaction surveys, retention campaigns) that consolidates outreach across departments.
• Build feedback loops from patients and providers into service design and operations.
• Align patient experience outcomes with Stars, CAHPS, and value-based care performance.
• Represent the voice of the patient in enterprise strategy, payor relationships, and growth initiatives.

Supervisory Responsibilities

Oversee all call center functions, patient experience, and patient engagement areas.

Qualifications

EDUCATION: Master’s Degree in Health care, User Experience, Human Center Design or relevant area required.

EXPERIENCE:

• 15+ years in healthcare service/operations leadership, including enterprise-scale call centers required.
• Proven record improving CSAT, NPS, and CAHPS in healthcare or adjacent consumer industries required.
• Experience deploying AI-enabled contact center tools and outbound engagement platforms required.

Knowledge, Skills and Abilities

• Strong track record in building high-performing cultures and driving measurable service quality.
• Knowledge of campaign orchestration tools, CRM platforms, and healthcare communications compliance.
• Strong communication and storytelling to represent the voice of the patient.
• Executive presence for influencing enterprise strategy and external partnerships.
• Culture-building to unify teams around service excellence.
• Executive-level leadership with experience managing large, cross-functional teams.
• Change management and organizational transformation.
• Workforce management including staffing models, training programs, and performance metrics.
• Campaign strategy and execution for patient outreach and retention.
• Cross-departmental collaboration and stakeholder alignment.

Typical Working Conditions

• Full time remote/telework OR May rotate working in the office and remote/telework.
• Limited travel for leadership meetings and team planning.

Seniority level

• Executive

Employment type

• Full-time

Job function

• Industries: Hospitals and Health Care