Executive Director, Patient Experience - Oak St Health

Executive Director Of Patient Experience

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 leader of all strategic patient experience initiatives, continuous improvement efforts, and is the primary strategic leader overseeing CAHPS (Consumer Assessment of Healthcare Providers and Systems) performance at Oak St. Health. This leadership role will drive large, scaled initiatives with the aim of improving Experience (NPS), engaged Oak St. Health membership, and STARs performance through Payer CAHPS programs. This individual will also oversee centralized service recovery strategy and operations to address and resolve over 20,000 service failures across the footprint.

This role is responsible for leading the Oak St. PX Strategy function leading all scaled change efforts. This responsibility includes service recovery strategy, and all inflight PX change strategies across the footprint. They will be responsible for organizing and setting the strategic agenda with the VP of Patient Experience and activate their team to deliver assessed value and opportunity. They will also serve as the primary liaison with payer partners on CAHPS strategy and performance. This individual will oversee a team of ~15 team members split between 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: centralized service ops, field ops, patient engagement, technology, product, population health, learning, human resources, manage care operations and other teams to achieve improvements listed above.

This role reports up to the VP, Patient Experience and will serve as 'right-hand' for all things Oak St. Patient Experience.

Core Responsibilities:

• Oversee the following teams and functions
• Service Recovery Strategy and Operations: Strategically advance and develop the service recovery strategy at Oak St. to ensure no issues go unresolved and we preemptively intervene to avoid attrition. Continue to diversify how our centralized service recovery team (Executive Escalations) is deployed to address experiential issues timely and mitigate the possibility of attrition. Oversee centralized service recovery operations with Sr. Manager to ensure effectiveness, efficiency, team engagement and goals are clearly defined and met. Oversee team of 11 in 2025 with opportunity to grow 2-3x in 12-18 months.
• Patient experience strategy: Responsible for all major patient experience strategic initiatives. Deploy Sr. Manager and 3 Analysts to drive improvements in NPS, net membership, CAHPS performance, and/or Annual Wellness Visit completion. Translate impact to primary KPIs and economic value for the business
• CAHPS Performance: 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. Supported by CAHPS Program Manager.
• 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 collaborate effectively (in all channels) with large teams as well as senior executive leaders.
• Excellent ability to influence decision making at all levels of the organization
• Proven ability to think critically and exercise sound judgment in a fast-paced environment
• Exceptional analytical and conceptual problem-solving skills
• A self-starter and someone who easily navigates ambiguity
• Ability to travel 5-10%
• US work authorization
• Someone who embodies being 'Oaky'

Pay Range

The typical pay range for this role is:

$131,500.00 - $303,195.00

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. This position also includes an award target in the company's equity award program.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We anticipate the application window for this opening will close on: 06/24/2025