Thomas Jefferson University · 5 months ago
VP Customer Experience - JHP - Hybrid
Philadelphia, PA
Full-time
Hybrid
Director/Executive
10+ years expThomas Jefferson University is a not-for-profit managed health care organization dedicated to providing a broad range of health coverage options. The Vice President of Customer Experience (CX) will lead a member-focused strategy across various health programs, ensuring service excellence and compliance while enhancing customer satisfaction and retention.
Continuing EducationE-LearningEdTechEducationHigher EducationMedicalNon ProfitSTEM EducationTrainingUniversities
Responsibilities
Develop and implement a unified CX strategy aligned with the organization’s mission and the unique needs of each line of business
Define and operationalize key member journey touchpoints, including onboarding, redetermination, grievances, and care navigation
Partner across functions to embed service excellence and drive a member-first culture throughout the organization
Lead initiatives to improve CAHPS, NPS, grievance rates, and call center satisfaction
Design outreach and engagement models to increase redetermination, recertification, preventive care, and value-added service utilization
Collaborate with Training and Quality teams to embed service standards across all member-facing functions
Launch coaching, recognition, and feedback programs to increase frontline engagement and accountability
Champion equitable service delivery across language, geography, culture, and ability
Collaborate with DEI and Health Equity leaders to assess and reduce disparities in CX outcomes
Build and maintain CX dashboards to monitor KPIs across all channels and product lines
Leverage member feedback, survey data, call trends, and complaints to drive continuous improvement and innovation
Lead and manage a high-performing team of directors and managers
Oversee the implementation of quality monitoring, service recovery, member education, and escalation protocols
Serve as the CX lead for regulatory audits, accreditations (e.g., NCQA), and enterprise transformation efforts
Partner with IT, Digital, and Marketing to enhance self-service tools and expand omnichannel support
Develop strategic, operational, and tactical plans to achieve business goals
Drive member growth and retention through exceptional service delivery
Balance workload and demand across service channels to optimize the member experience
Recruit, develop, and retain a high-performing team; foster a culture of accountability, innovation, and excellence
Monitor and improve performance through coaching, metrics, and process improvement
Maintain strong internal and external relationships to support business outcomes
Manage departmental budget and ensure alignment with financial and service goals
Other duties as assigned
Qualification
Required
Bachelor's degree in business, Public Health, Healthcare Administration, or related field required
10+ years of progressive leadership experience in managed care or healthcare customer service
Deep knowledge of Medicaid, Medicare, MLTSS, CHIP, and ACA requirements and populations
Demonstrated success leading CX transformation initiatives
Proven experience managing cross-functional teams and operationalizing strategy
Preferred
Master's degree in healthcare administration, Business, or related field preferred
Experience with NCQA accreditation or CAHPS strategy development
Background in community-based or member advocacy work
Bilingual or multilingual proficiency is a plus
Fifteen years' experience in multi-product healthcare insurance setting with a minimum of 10 years in a senior level management position
Benefits
Medical (including prescription)
Supplemental insurance
Dental
Vision
Life and AD&D insurance
Short- and long-term disability
Flexible spending accounts
Retirement plans
Tuition assistance
Voluntary benefits
Company
Thomas Jefferson University
Thomas Jefferson University is a university and healthcare system that offers academic programs in business, healthcare, and engineering.
10001+ employees
H1B Sponsorship
Thomas Jefferson University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (50)
2024 (56)
2023 (54)
2022 (45)
2021 (61)
2020 (41)
Funding
Current Stage
Late StageTotal Funding
$0.46MKey Investors
Foundation for Opioid Response EffortsAARPKnow Diabetes by Heart
2025-07-30Grant· $0.46M
2022-06-29Grant
2021-04-01Grant
Leadership Team
Bruce Meyer
Senior Executive VP, Thomas Jefferson University and Chief Physician Executive
Recent News
Medical Xpress - latest medical and health news stories
2025-12-08
Company data provided by crunchbase