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The Patient Experience Principal is responsible for shaping and driving patient experience improvement across CenterWell Primary Care. Partnering closely with clinical, operational, marketing, digital, and enterprise teams, the Patient Experience Principal ensures patient experience insights inform priorities, decisions, and ways of working across the Primary Care Organization. The Patient Experience Principal focuses on a holistic view of patient experience and leads efforts that move beyond any single metric.

While anchored in Primary Care, this role partners closely with other CenterWell Experience leaders to surface and translate patient insights into improvements across the broader CenterWell ecosystem.
The Patient Experience Principal operates with significant autonomy, influences across a matrixed organization, and serves as a trusted advisor to senior leaders on experience strategy and transformation.

Key Responsibilities

Patient Experience Measurement & Insight

• Lead the patient experience strategy for Primary Care, ensuring a holistic view of experience that integrates quantitative and qualitative patient feedback.
• Oversee experience measurement approaches, including transactional and relationship NPS and other voice‑of‑the‑patient inputs, ensuring patient experience data is translated into actionable insights that inform priorities, decisions, and improvement efforts.
• Partner with Quality and Stars stakeholders to align CAHPS and HOS insights to experience improvement priorities that strengthen patient trust, access, and engagement.

Experience Improvement & Transformation

• Influence experience improvement and transformation initiatives that enhance in‑clinic and end‑to‑end patient experiences.
• Partner with cross‑functional teams to address experience friction points related to access, care delivery, service, and communication.

Patient Voice & Advisory Engagement (PFACs)

• Partner with market, clinical, and operational leaders to support the establishment and evolution of Patient and Caregiver Advisory Councils (PFACs).
• Ensure PFAC insights are systematically captured, synthesized, and translated into actionable experience and operational improvements.
• Help define standards, governance, and success measures for ongoing patient advisory engagement.

Service Recovery & Experience Governance

• Design and evolve service recovery strategies that address patient concerns consistently and effectively.
• Establish governance routines that promote accountability, learning, and continuous improvement across patient experience initiatives.
• Partner with operational and clinical leaders to strengthen service recovery capabilities across Primary Care.

Vendor & Partner Management

• Manage relationships with patient experience‑related vendors and partners, ensuring tools and services support experience goals and deliver value.
• Evaluate and evolve experience platforms and capabilities to support insight generation and improvement efforts.

Cross‑Business Experience Integration & Partnership

• Partner closely with Experience leaders for CenterWell Pharmacy and Home Health to identify, assess, and surface patient experience opportunities that span multiple lines of business.
• Integrate patient insights across Primary Care, Pharmacy, and Home Health to highlight cross‑journey friction points, handoff challenges, and opportunities to improve the end‑to‑end CenterWell patient experience.
• Support alignment of experience standards, principles, and priorities across CenterWell while respecting line‑of‑business ownership and accountability.

Experience Leadership & Capability Building

• Serve as a strategic partner and advisor to clinical, operational, marketing, digital, and enterprise leaders on patient experience strategy and priorities.
• Advance patient experience maturity across Primary Care by helping teams understand, interpret, and act on patient experience data.
• Encourage patient‑centered thinking and decision‑making at all levels of the organization.

Use your skills to make an impact
 

Required Qualifications

• Bachelor’s degree required; advanced degree a plus.
• 8–12+ years of experience in patient experience, consumer experience, healthcare operations, service design, transformation, or related fields.
• Experience working with NPS, VoP, CAHPS, HOS or other experience measurement programs in healthcare or primary care settings.
• Demonstrated experience leading complex, cross‑functional initiatives in matrixed organizations.
• Strong expertise i