VP Customer Experience - JHP

Job Details

The Vice President of Customer Experience (CX) leads a member-focused strategy across Medicaid, Medicare, ACA, CHIP, and MLTSS, overseeing customer service operations and the member call center. This role drives service excellence through multi-channel engagement, process improvement, and evidence-based onboarding. The VP ensures regulatory compliance, equitable access, and cultural responsiveness while aligning cross-functional efforts to improve satisfaction and retention. Key priorities include quality management, workforce planning, operational efficiency, and technology adoption. Success is measured by service quality, compliance, performance metrics, and strategic impact.

Job Description

Education:

• Bachelor’s degree in business, Public Health, Healthcare Administration, or related field required
• Master’s degree in healthcare administration, Business, or related field preferred

Experience:

• 10+ years of progressive leadership experience in managed care or healthcare customer service
• Deep knowledge of Medicaid, Medicare, MLTSS, CHIP, and ACA requirements and populations
• Demonstrated success leading CX transformation initiatives
• Proven experience managing cross-functional teams and operationalizing strategy

Preferred:

• Experience with NCQA accreditation or CAHPS strategy development
• Background in community-based or member advocacy work
• Bilingual or multilingual proficiency is a plus
• Fifteen years’ experience in multi-product healthcare insurance setting with a minimum of 10 years in a senior level management position

Work Shift

Workday Day (United States of America)

Worker Sub Type

Regular

Primary Location Address

1101 Market, Philadelphia, Pennsylvania, United States of America

Nationally ranked, Jefferson, which is principally located in the greater Philadelphia region, Lehigh Valley and Northeastern Pennsylvania and southern New Jersey, is reimagining health care and higher education to create unparalleled value. Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic/programmatic, clinical and applied research. Thomas Jefferson University, home of Sidney Kimmel Medical College, Jefferson College of Nursing, and the Kanbar College of Design, Engineering and Commerce, dates back to 1824 and today comprises 10 colleges and three schools offering 200+ undergraduate and graduate programs to more than 8,300 students.