Sr Mgr,Patient

Sr. Manager of Patient Experience Strategy

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.

At Oak Street Health, a part of CVS Health, we help older adults stay healthier and live fuller lives through our 230 centers across 27 states. Our value‑based care model consistently delivers 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 our success as they inform a patient’s decision to continue care.

• 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 functions (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 analysts and manage 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.

• Self‑starter, eager to tackle tough problems;
• Collaborates cross‑functionally and communicates at an executive level;
• Empathy for the customer and advocates for our patients from day#1;
• Maintains a high bar for experience and role‑models appropriately;
• Expertly oversees and executes strategic project plans to completion;
• Comfortable with ambiguity;
• Willingness to learn as well as give and receive feedback;
• Passion for improving healthcare;
• Embodies Oak Street Health values such as: radiating positive energy, assuming good intentions, creating an unmatched patient experience, driving clinical excellence, taking ownership, and being relentlessly determined.

• Mission‑focused career impacting change and measurably improving health outcomes for Medicare patients;
• Paid vacation, sick time, and 401k match options;
• Health, vision, and dental insurance;
• Leadership development and continuing education stipends;
• Opportunities for high levels of responsibility and rapid advancement;
• Flexible work environments and new centers.

Typical pay range: $82,940.00–$. The actual base salary will depend on experience, education, geography, and other factors.

Oak Street Health is an equal‑opportunity employer. All qualified applicants are encouraged to apply.

Qualified applicants with arrest or conviction records will be considered in accordance with all federal, state, and local laws. The application window will close on October
30,2026.