Lead Director, Patient Experience

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Manage large-scale initiatives and capabilities aimed at enhancing patient experience (NPS), fostering Oak Street Health membership engagement, and improving STARs performance through payer CAHPS programs.

• Take ownership of the strategic agenda for elevating patient experience at Oak Street Health.

• Collaborate with cross-functional business leaders to meet organizational performance objectives and enhance member engagement.

• Lead the identification of opportunities through execution to achieve year-over-year enhancements in patient experience.

• Act as the primary point of contact with payer partners regarding CAHPS strategy and performance.

• Supervise a growing team comprising approximately 2-5 members focused on corporate strategy functions.

• Coordinate with central service operations, field operations, patient engagement, technology, product, population health, learning, human resources, managed care operations, and other teams.

• Spearhead significant patient experience strategic initiatives.

• Deploy Senior Managers and Analysts to enhance NPS, net membership, and/or CAHPS performance.

• Convert initiative impact into primary KPIs and economic value for the organization.

• Oversee organizational NPS performance in alignment with annual targets.

• Develop, organize, and implement the patient experience strategic plan.

• Assist Field and Central operational partners in identifying and applying experiential best practices.

• Collaborate with the Enterprise CX team to spot trends and thematic patient experience opportunities, synthesizing them into actionable strategies.

• Serve as the patient experience subject-matter expert for payer QBRs and dedicated CAHPS performance sessions.

• Formulate CAHPS strategic plans for high-priority payer quality ladders.

• Manage the strategic roadmap for patient portal enrollment and the portal experience.

• Report to the AVP, Patient Experience & Field Execution.

⛳️ Requirements

• A Bachelor's degree is required.

• At least 4 years of leadership experience in healthcare operations.

• Demonstrated experience leading large-scale change initiatives, including enterprise-level strategic projects that directly impact multi-million-dollar budgets.

• Minimum of 7 years of experience in strategy and planning.

• Proven track record in identifying opportunities, creating value, and delivering measurable results at scale.

• Strong business acumen with the capability to translate experiential initiatives into business and financial outcomes.

• Exceptional skills in communication, collaboration, and executive influence.

• Proven success in influencing decisions and driving outcomes at all organizational levels.

• Strong critical thinking, judgment, and problem-solving abilities in fast-paced and ambiguous environments.

• Experience with communication operations and/or employee experience technology is preferred.

• Self-starter with a high degree of adaptability and accountability.

• Ability to travel 5-10%.

• A Master's degree (e.g., MBA, MHA, MPH, MPP) is preferred.

🏝️ Benefits

• A mission-driven career that contributes to meaningful change and significantly improves health outcomes for Medicare patients.

• Paid vacation and sick leave.

• Investment/retirement 401K matching options.

• Health insurance, vision, and dental coverage.

• Leadership development opportunities.

• Continuing education stipends.

• New centers and adaptable work environments.

• Opportunities for substantial responsibility and swift career advancement.

• Medical, dental, and vision benefits.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being.