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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.
Basic Qualifications:
Experience
- Minimum ten (10) years of experience in a large-scale health plan and/or care delivery system or consumer focused health plan and/or care delivery, business, or a related field.
- Minimum ten (10) years of progressive leadership experience in best-in-class service approaches, change management, strategic planning and a service leader at growing and developing consumer loyalty or closely related field.
Education
- Bachelors degree or equivalent in Health Administration, Business Administration, Business, Economics, or related field
License, Certification, Registration
Additional Requirements:
- Experience in consumer, member, and/or patient care satisfaction and continuous performance improvement.
- Demonstrated success in managing large scale systems.
- Demonstrated success in leading significant organizational change and exercising senior leadership decision making.
- Experience in effectively translating a large amount of complex customer, clinical, market, and consumer data from multiple sources into a clear value proposition, articulating and communicating value proposition to a range of external and internal audiences.
- Proven ability to lead and manage through influence and change.
- Proven capability to motivate change and galvanize action through synthesis and interpretation of outcome data.
- Demonstrated success in meeting/exceeding performance expectations, with consistent delivery of results to the satisfaction of internal and external customers and stakeholders.
- Proven ability to balance execution of the strategic vision through leadership and delegation, with a willingness and competence to dive into the details as required.
- Proven ability to develop dynamic, constructive working relationships and partnerships with operational and physician partners.
- Leadership experience working with regulatory agencies and dealing with integrated care delivery systems and coordinated care issues.
- Successful experience managing a broad range of operational and organizational issues, such as organizational redesign, improving internal operations, financial turnaround, creating a performance-oriented organization, and change management.
- Demonstrated expertise in project management, problem solving, and collaborative working skills.
- Demonstrated leadership capabilities, including but not limited to:
- Developing dynamic, constructive working relationships and partnerships with operational, physician and Labor partners. Excellent interpersonal skills (negotiation, listening and verbal/written communication skills) characterized by effective interactions with a diverse range of internal and external constituents, stakeholders, and audiences.
- Demonstrated political savvy – able to operate in politically complex situations and remain effective.
- Demonstrated ability to function collaboratively in a multi-entity partnership environment.
- Decisiveness, action-orientation, personal integrity, capability to persevere in difficult situations and a focus on strategic leadership issues is highly desired. Incumbent should also possess an open, collaborative leadership style that promotes teamwork and partnership while achieving desired results.
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