Job Description:
About the Role:
We are seeking a highly motivated and experienced Vice President of Member Experience to join our team. The Vice President, Member Experience will play a critical role in shaping a member experience strategy that drives a differentiated, best in class experience for the underserved communities we care for. You will serve as a stakeholder champion for setting a culture for service excellence and work cross functionally to guide and measure our member facing operations. You will report to our Chief Product Officer.
Responsibilities:
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Set a vision and strategy for a differentiated, best in class member experience, including in-person, virtual and digital experiences. Set the operational strategy to bring those conceptual pieces to life
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Develop and execute the patient experience strategy, aligning it with the company's mission, values, and goals.
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Lead and manage a team of patient experience professionals, providing guidance, coaching, and support to ensure the delivery of exceptional patient care.
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Collaborate with cross-functional teams, including clinical staff, operations, and administration, to identify and implement initiatives that enhance the patient experience.
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Develop and implement patient-centered care programs and initiatives that promote patient satisfaction, engagement, and loyalty.
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Conduct regular assessments and analysis of patient feedback, surveys, and other data to identify areas for improvement and implement action plans.
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Establish and monitor key performance indicators (KPIs) to measure and track patient experience metrics, such as patient satisfaction scores, wait times, and communication effectiveness.
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Implement and oversee patient communication strategies, including effective use of technology, to ensure clear and timely communication with patients and their families.
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Collaborate with clinical staff to develop and implement patient education programs and materials that empower patients to actively participate in their own care.
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Ensure compliance with regulatory requirements and industry standards related to patient experience and satisfaction.
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Stay up-to-date with industry trends, best practices, and innovations in patient experience to continuously improve and innovate our patient care processes.
Requirements for the Role:
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7+ years of leadership experience required.
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5+ years of healthcare experience required.
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Experience working in tech-enabled services.
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Experience scaling teams in both start-up environments and mid sized growth stage companies.
We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance, life insurance, retirement benefits, participation in the company’s equity program, paid time off, including vacation and sick leave. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. The expected salary range for this position is:
$199,360 - $280,000
Cityblock values diversity as a core tenet of the work we do and the populations we serve. We are an equal opportunity employer, indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.
Covid 19 Update - Please Read:
Cityblock requires those hired into this position to provide proof that they have received the COVID-19 vaccine. Any individuals subject to this requirement may submit for consideration a request to be exempted from the requirement (based on a valid religious or medical reason) on forms to be provided by Cityblock. Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption. Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed. This vaccination requirement is based, in part, on recently established government requirements. The requirement is also based on the safety and effectiveness of the vaccine in protecting against COVID-19, and our shared responsibility for the health and safety of members, colleagues, and community.
The COVID-19 pandemic has severely impacted the health and lives of people around the world, including the vulnerable populations Cityblock serves. As a healthcare provider, Cityblock holds ourselves to the highest standards when promoting the health and safety of those who we serve. Given that the COVID-19 vaccines are one of the most powerful tools to fight this disease and save lives, Cityblock is implementing a COVID-19 booster mandate for Washington, D.C. employees under the guidance of local/state mandates.
Medical Clearance (for Member-Facing Roles):
You must complete Cityblock’s medical clearance requirements, which include, but may not be limited to, evidence of immunity to MMR, Hepatitis B, Varicella, and a TB screen, or have an approved medical or religious accommodation that precludes you from being vaccinated against these diseases.