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|Job Category :
|Oak Street Health
|Director of Patient Experience CAHPS/HOS
|213 N Racine Ave, Chicago, IL 60607
|Job Description :
|Company: Oak Street Health
Title: Director, Patient Experience CAHPS/HOS
Oak Street Health is a rapidly growing company of primary care centers for adults on Medicare in medically-underserved communities where there is little to no quality healthcare. Oak Street’s care is based on an entirely new model that is based on value for its patients, not on volume of services. The company is accountable for its patients’ health, spending more than twice as long with its patients and taking on the risks and costs of their care. For more information, visit http://www.oakstreethealth.com.
The Director of Consumer Assessment of Healthcare Provider and Systems (CAHPS)/Health Outcome Survey (HOS) will be responsible for driving communication and alignment to support CAHPS/HOS performance on Stars. This role is an opportunity to equip payer and internal partners on Oak Street performance on patient experience and to work on one of the highest organizational priorities in 2022. The Director of CAHPS/HOS will report to the VP of Patient Engagement / Experience.
Partner with ‘Voice of Customer’ team to create mechanisms to collect patient feedback, understand patient experience broadly, and identify opportunities for specific payers and markets in CAHPS/HOS performance.
Oversee CAHPS/HOS roadmap identifying quick wins and long term strategies to drive CAHPS/HOS and overall Stars performance.
Implement operational strategies in partnership with Population Health on operational leaders to support CAHPS/HOS performance.
Represent Oak Street in payer meetings on CAHPS/HOS broader patient experience investments.
Develop cross-functional partnerships with Population Health and Divisional Leadership to ensure performance across the Oak Street Health footprint.
Other duties as assigned.
What we’re looking for:
This is an exciting opportunity to own Stars strategy and payer relationships in a value based care organization that is changing the way healthcare is delivered.
Minimum of 5 years of provider-based patient experience work
Experience with CAHPS/HOS
Relationship management experience
Analytical and data savvy
Strong intellectual curiosity, willing to get into the weeds to thoroughly understand questions
Ability to develop business cases, ROI analysis, and financial analysis
Incredible level of organization and detail orientation
Passion for excellence, willing to go the extra mile to achieve objectives and ensure consistently high quality work product
Quick learner comfortable with a high level of ambiguity
Ability to succinctly summarize large amounts of information
Strong accountability and discipline against timelines and deliverables
Collaborative working style, able to work cross functionally
Bachelor’s degree required
US work authorization
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
Why Oak Street?
Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:
Collaborative and energetic culture
Fast-paced and innovative environment
Competitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefits
Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers.
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