Senior Vice President, Chief Consumer & Patient Experience Officer

Job Summary:

The Chief Consumer & Patient Experience Officer is a key leader at the national level and the accountable executive for leading and transforming KPs consumer and patient experience across all markets and channels. This includes the oversight and management of the consumer experience vision, strategy, operating model, and functions to address market and consumer and patient expectations. In collaboration with the medical group, this position will be accountable for consumer and patient experience outcomes, performance management, and will lead consumer experience strategies across health plan and care delivery settings.

Essential Responsibilities:

• Setting the consumer and patient experience vision, strategy, and roadmap, aligning with KPs brand value proposition for the KP enterprise, including execution plans, investments, and resource planning required to achieve the vision and deliver best-in-class consumer experience.
• Enhancing the ability of all markets to achieve top decile consumer and patient experience outcomes across health plan and care delivery, and position Kaiser Permanente as a member experience leader in the industry and beyond.
• Overseeing the development and progression of key operational relationships with the Permanente Medical Groups, Health Plan Operations, Digital, Marketing, Data & Analytics, Care Delivery Operations teams for the achievement of the highest Consumer Experience outcomes.
• Building and maintaining an agile, responsive consumer and patient experience operating in a governance model.
• Builds a modern consumer and patient experience organization and capability, including the recruitment of key leaders as necessary.
• Creating and executing a performance management system to monitor and oversee consumer and patient experience metrics, pain points, and improvement plans across the enterprise.
• Delivering industry leading consumer and patient feedback/listening tools to identify and address consumer pain points and proactively meet or exceed consumer expectations.
• Builds a service-oriented culture at all levels of the enterprise, and associated change management plans to drive the culture.
• Jointly accountable with national function and market leaders for the end-to-end performance of the consumer and patient experience throughout member services, call centers, digital, and care delivery experience.
• Accountable for all KFH/HP consumer and patient experience survey results and improvement to best practice levels.
• Works with Digital Leader to ensure the member experience is effectively incorporated into KPs digital front door.
• Proactively identifies opportunities to improve the member service experience through new systems, processes, tools, and/or products. Actively engages national and market stakeholders across the health plan and delivery system in pursuit of experience enhancements to position KP as an industry leader and contribute to overall business success.
• Accountable for service recovery strategies within markets to benefit and improve member experience - leading the resolution of day-to-day escalated member issues - and leading lessons learned and root cause analysis to reduce future issues.
• Works directly with National Health Plan leaders to support and promote achieving high member satisfaction with the National Health Plan. Measured by in depth collection of data and comprehensive analytics. Prioritize opportunities to reduce complaints and grievances, solve service gaps and improve services across Medical Centers and Care Delivery Operations.
• Develop consumer experience strategy based on a consumer segmentation model.
• Critical collaborator on consumer acquisition and ensures the consumer experience meets the needs of current and future members and new consumer segments.