Lead Director, Patient Experience

CVS Health

. Oversee scaled initiatives and capabilities to improve patient experience (NPS), engaged Oak Street Health membership, and STARs performance through payer CAHPS programs .

Posted 9/30/2026full-timeRemote • Illinois • United StatesSenior💰 $100,000 - $231,540 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading strategic initiatives to enhance patient experience and engagement, with a strong focus on CAHPS performance and organizational goals. Proven ability to translate strategic plans into measurable outcomes and drive cross-functional collaboration.

Highest-signal resume keywords

Patient Experience StrategyLeadership in Healthcare OperationsChange ManagementBusiness AcumenCommunication and Collaboration Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Strategic PlanningChange InitiativesKPI DevelopmentData AnalysisPerformance Improvement

Soft Skills

Critical ThinkingProblem-SolvingExecutive InfluenceAdaptabilityCollaboration

Tools & Technologies

Employee Experience TechnologyPatient Engagement Tools

Certifications & Qualifications

Bachelor's DegreeMaster's Degree (MBA, MHA, MPH, MPP) Preferred

Industry Keywords

Patient ExperienceNPSCAHPSHealthcare OperationsPayer Partnerships

About the role

Key responsibilities & impact

Oversee scaled initiatives and capabilities to improve patient experience (NPS), engaged Oak Street Health membership, and STARs performance through payer CAHPS programs
Own the strategic agenda for improving patient experience at Oak Street Health
Partner with cross-functional business leaders to achieve organizational performance goals and foster member engagement
Lead opportunity identification through execution to deliver year-over-year improvements in patient experience
Serve as primary liaison with payer partners on CAHPS strategy and performance
Oversee a growing team of approximately 2-5 team members focused on corporate strategy functions
Work with central service operations, field operations, patient engagement, technology, product, population health, learning, human resources, managed care operations, and other teams
Lead major patient experience strategic initiatives
Deploy Senior Managers and Analysts to improve NPS, net membership, and/or CAHPS performance
Translate initiative impact into primary KPIs and economic value for the business
Own organizational NPS performance against annual targets
Develop, organize, and execute the patient experience strategic plan
Support Field and Central operational partners with identifying and deploying experiential best practices
Partner with the Enterprise CX team to identify trends and thematic patient experience opportunities and synthesize them into strategies
Serve as patient experience subject-matter expert for payer QBRs and dedicated CAHPS performance sessions
Develop CAHPS strategic plans for high-priority payer quality ladders
Oversee the strategic roadmap for patient portal enrollment and portal experience
Report to the AVP, Patient Experience & Field Execution

Requirements

What you’ll need

Bachelor’s degree required
Minimum of 4 years of leadership experience in healthcare operations
Proven experience leading large-scale change initiatives, including enterprise-level strategic initiatives or projects directly affecting multi-million-dollar budgets
Minimum of 7 years of experience in strategy and planning
Proven ability to identify opportunities, create value, and deliver measurable impact at scale
Strong business acumen with the ability to translate experiential initiatives into business and financial outcomes
Exceptional communication, collaboration, and executive influence skills
Demonstrated success influencing decisions and driving outcomes across all levels of an organization
Strong critical thinking, judgment, and problem-solving skills in fast-paced, ambiguous environments
Experience with communication operations and/or employee experience technology preferred
Self-starter with a high degree of adaptability and accountability
Ability to travel 5-10%
Master’s degree (e.g., MBA, MHA, MPH, MPP) preferred

Benefits

Comp & perks

Mission-focused career impacting change and measurably improving health outcomes for Medicare patients
Paid vacation and sick time
Investment/retirement 401K match options
Health insurance, vision, and dental benefits
Leadership development opportunities
Continuing education stipends
New centers and flexible work environments
Opportunities for high levels of responsibility and rapid advancement
Medical, dental, and vision coverage
Paid time off
Retirement savings options
Wellness programs
Other resources supporting physical, emotional, and financial well-being