Executive Director, Patient Experience - Oak St Health

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

The Executive Director of Patient Experience (PX) is the primary leader accountable for improving patient experience at Oak Street Health.  This individual will lead cross-functional strategies and continuous improvement efforts that drive improved experience across the footprint. This leadership role will oversee scaled initiatives and capabilities with the aim of improving patient experience (NPS), engaged Oak St. Health membership, and STARs performance through payer CAHPS programs. 

This leader will be responsible for building and overseeing operations of our omni-channel patient communication capability;  determining when and how we communicate with our patients.  Our communication platform enables us to keep patients engaged beyond the in-clinic.  The Executive Director of PX will partner with cross-functional business leaders to build optimized patient communication journeys that help us achieve our organizational performance goals and foster member engagement.  This individual will also own the strategic agenda for improving patient experience at Oak St. Health.  From opportunity identification through execution, this leader will ensure Oak Street Health continues to make stepwise improvements in experience, year over year. They will also serve as the primary liaison with payer partners on CAHPS strategy and performance.

This individual will oversee a growing team of ~6-10 team members split between communication operations and corporate strategy functions. This role is highly cross-functional, and will work closely with other leaders across the organization to identify, design, plan, execute, monitor, and sustain change efforts including but not limited to: central service operations, field operations, patient engagement, technology, product, population health, learning, human resources, manage care operations and other teams to achieve organizational goals. 

This role reports up to the VP, Operations and will serve as the patient experience leader  at Oak St. 

Core Responsibilities:

• Oversee the following teams and functions
  • Patient communication strategy and operations: Design, develop, execute and optimize all patient communication programs leveraging our omnichannel communication technology stack.  Great opportunity to digitize the patient experience and foster engagement beyond brick-and-mortar clinics.  Will oversee a Lead Director and growing communications operations team
  • Patient experience strategy: Responsible for all major patient experience strategic initiatives.  Deploy Sr. Manager and Analyst to drive improvements in NPS, net membership, and/or CAHPS performance.  Translate impact to primary KPIs and economic value for the business
  • Experience Performance and Insights: Oversee ingestion of payer CAHPS data, track performance, and identify primary opportunities.  Represent Oak Street in payer meetings and partner with payer representatives on CAHPS and patient experience initiatives.  Partner with CVS Enterprise Customer Experience team to measure patient experience via survey capabilities.  Co-lead Patient Experience Steering Committees to align on primary opportunities and priorities for the business.  Share experiential insights back to business to drive action and track performance of inflight initiatives.  Supported by Sr. Manager of Patient Experience Performance and Insights.
  • Other duties, as assigned

What are we looking for?

• Bachelor’s degree required, Master’s degree (e.g., MBA, MHA, MPH, MPP) preferred
• Minimum of 4 years of leadership experience in healthcare operations, with proven experience leading large scale change initiatives (enterprise-level strategic initiatives or projects directly affecting multi-million dollar budgets)
• Minimum of 10 years experience in strategy and planning (e.g., management consulting experience)
• Executive presence and professionalism to represent Oak Street with payer partners
• A nose for value and a track record of driving scaled impact
• Translational muscle to demonstrate and communicate business and financial impact from experiential initiatives
• Ability to communicate and colla