PRIMARY FUNCTION
The Senior Vice President of Patient Experience will lead Pediatric Associates’ enterprise-wide patient service and call center operations, unifying teams, workflows, and culture under a single vision of service excellence. This executive will build a dynamic, high-performing organization that delivers industry-leading access, empathy, and resolution for families, while embedding AI-enabled tools and insights to scale service quality. The SVP will also create a unified framework for outbound patient campaigns to ensure consistent, coordinated, and measurable outreach across care, retention, and growth programs. The goal is to make PA the recognized leader in pediatric service quality with the highest CSAT, NPS, and CAHPS results.
ESSENTIAL DUTIES AND RESPONSIBILITIES
This list may not include all of the duties that may be assigned.
Establish and lead the enterprise patient experience strategy, spanning call centers, service teams, and digital service channels. Partner with VP, Contact Center Platform to embed AI features (real-time agent assistance, translation, QA, predictive staffing) into frontline workflows. Define and embed a service culture rooted in empathy, speed, and reliability across all patient touchpoints. Oversee workforce management, training, QA, CSAT/NPS programs to ensure consistently excellent experiences. Create and operationalize a unified outbound campaign framework (appointment reminders, wellness visits, care gap closures, satisfaction surveys, retention campaigns) that consolidates outreach across departments. Build feedback loops from patients and providers into service design and operations. Align patient experience outcomes with Stars, CAHPS, and value-based care performance. Represent the voice of the patient in enterprise strategy, payor relationships, and growth initiatives.
SUPERVISORY RESPONSIBILITIES
Oversee all call center functions, patient experience, and patient engagement areas.
QUALIFICATIONS
EDUCATION: Master’s Degree in Health care, User Experience, Human Center Design or relevant area required.
EXPERIENCE:
15+ years in healthcare service/operations leadership, including enterprise-scale call centers required. Proven record improving CSAT, NPS, and CAHPS in healthcare or adjacent consumer industries required. Experience deploying AI-enabled contact center tools and outbound engagement platforms required.
KNOWLEDGE, SKILLS AND ABILITIES
Strong track record in building high-performing cultures and driving measurable service quality. Knowledge of campaign orchestration tools, CRM platforms, and healthcare communications compliance. Empathy-driven service design. Strong communication and storytelling to represent the voice of the patient. Executive presence for influencing enterprise strategy and external partnerships. Culture-building to unify teams around service excellence. Executive-level leadership with experience managing large, cross-functional teams. Change management and organizational transformation. Workforce management including staffing models, training programs, and performance metrics. Campaign strategy and execution for patient outreach and retention. Cross-departmental collaboration and stakeholder alignment.TYPICAL WORKING CONDITIONS
Non-patient facing. Full time remote/telework OR May rotate working in the office and remote/telework. Limited travel for leadership meetings and team planning.
OTHER PHYSICAL REQUIREMENTS
PERFORMANCE REQUIREMENTS
Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations.
The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to be an accurate reflection of the general nature of level of the job.