Apply on Employer Site

Jefferson Health · 22 hours ago

VP Customer Experience - JHP - Hybrid

Philadelphia, PA

Full-time

Hybrid

Director/Executive

10+ years exp

Jefferson Health is a nationally ranked healthcare provider dedicated to creating unparalleled value in health care and education. They are seeking a Vice President of Customer Experience to lead a member-focused strategy across various healthcare programs while ensuring service excellence and compliance. The role involves overseeing customer service operations, driving process improvements, and enhancing member satisfaction and retention.

Hospital & Health Care

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

Customer Experience StrategyHealthcare AdministrationManaged Care KnowledgeCross-Functional LeadershipNCQA AccreditationBilingual ProficiencyProcess ImprovementTeam DevelopmentRegulatory ComplianceCultural Responsiveness

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

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

Jefferson Health

Thomas Jefferson University and Thomas Jefferson University Hospitals are partners in providing excellent clinical and compassionate care for our patients in the Philadelphia region, educating the health professionals of tomorrow in a variety of disciplines and discovering new knowledge that will define the future of clinical care.

Founded in 1995

Philadelphia, PA, US

5001-10000 employees