Sr Mgr,Patient Experience

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Company: Oak Street Health

Title: Sr. Manager of Patient Experience Strategy

Role Description

Oak Street Health®, a part of CVS Health, helps older adults stay healthier and live fuller lives through our 230 centers across 27 states. Our value-based care model helps us consistently deliver better patient experiences and outcomes.

As a value-based care organization, Oak Street Health must keep members enrolled and engaged in the Oak Street Health care model year over year. Seamless and differentiated experiences are essential to Oak Street’s success as it informs a patient’s decision to continue care or not.

The Patient Experience team maintains a strategic agenda to continuously improve the moments that matter for patients along their care journey. This agenda ranges from reinforcing existing points of differentiation (e.g., Oaky staff behaviors), improving processes to streamline care, redesigning operations to eliminate painpoints, and innovating the care model to create moments that surprise and delight. The Patient Experience agenda is constructed to maintain market leading NPS while pushing the organization to new experiential heights all with the aim to lower attrition and improve net membership growth year over year.

As a Sr. Manager, Patient Experience Strategy, you will play a critical role in supporting our Oak Street Health patients, providers and business by overseeing key strategies for patient experience. This leader will be largely responsible for ensuring we have the right strategy to effectively address patient needs when a patient contacts Oak Street Health for support. This experience of ‘responsiveness’ is a primary pain point for patients today and is leading to material friction and likely attrition of our patient panel.

This individual will be a leader on the Patient Experience team reporting directly to the VP of Patient Experience.

Core Responsibilities

• Advance Digital Engagement: Help shape the patient portal strategy to drive enrollment and patient engagement and collaborate with cross-functional stakeholders to develop and execute initiatives to optimize patient experience
• Operationalize Attrition Strategy: Partner with Patient Communications and Engagement teams to define the patient attrition strategy by identifying journey pain points, analyzing operational metrics, and developing performance improvement initiatives
• Refine Service Performance: Collaborate with central operations to design and implement standardized "First Call Resolution" (FCR) workflows, leveraging tech platforms to achieve the organization's responsiveness goals
• Standardize Support Frameworks: Collaborate with Product and Central Operations to develop and deploy consistent operational playbooks that ensure high-quality service and issue resolution across OSH
• Build Centralized Capabilities: Drive the development of new operational function (e.g., QA frameworks, training) to create a more consistent and reliable patient support experience
• Execute Responsiveness Standards: Support the definition of new clinical responsiveness metrics and oversee the day-to-day execution of SLAs to optimize patient journey
• Manage PX team: Oversee PX Analyst
• Cross-Functional Strategy Support: Serve as a key partner across OSH domains (e.g., Communications, Product, Central Operations, Population Health) to support patient experience initiatives
  
  

What we’re looking for

• Is a true self-starter and is eager to tackle tough problems
• Collaborates cross-functionally and communicates at an executive level
• Has an eye for the customer and will advocate for our patients from day #1
• Maintains a high bar for experience and role models appropriately
• Can expertly oversee and execute a strategic project plan to completion
• Is comfortable with ambiguity
• A willingness to learn as well as give and receive feedback
• Someone eager to change healthcare
• Someone who embodies being Oaky
  
  

What does being Oaky look like?

• Radiating positive energy
• Assuming good intentions
• Creating an unmatched patient experience
• Driving clinical excellence
• Taking ownership and delivering results
• Being relentlessly determined
  
  

Why Oak Street Health?

Oak Street Health is on a mission to rebuild healthcare as it should be, providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient communities, and focused on the quality of care over volume of services. We are an organization on the move! With over 200+ locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oaky values and passion for our mission.

Oak Street Health Benefits

• Mission-focused career impacting change and measurably improving health outcomes for medicare patients
• Paid vacation, sick time, and investment/retirement 401K match options
• Health insurance, vision, and dental benefits
• Opportunities for leadership development and continuing education stipends
• New centers and flexible work environments
• Opportunities for high levels of responsibility and rapid advancement
  
  

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.

Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health

Pay Range

The Typical Pay Range For This Role Is

$82,940.00 - $182,549.00

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 offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 10/30/2026

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