Executive Director, Patient Experience - Oak St Health - CVS : Job Details

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 2-3 x 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...Director, Executive, Health, Patient, Experience, Operations, Retail, Business Services