Director, Patient Experience
Job description
Who You Are
You’re a collaborative professional, driven by the potential to make a meaningful impact in healthcare. The challenges of healthcare don’t deter you—instead, you see them as opportunities to find innovative solutions that benefit the partners, people, and communities we serve. Honest Health’s commitment to purpose, innovation, communities, and kindness resonates with you, inspiring you to bring commitment, creativity, and compassion into your work. You’re ready to join a team focused on reimagining primary care for a healthier future that benefits all.
Does this sound like you? If so, we should talk.
Who We Are
At Honest Health, we believe in purpose and partnership to lead the transformation in primary care. Our team of healthcare experts and clinicians collaborates with a range of stakeholders—from health systems, physician organizations, and payers to providers, practices, and patients — to deliver innovative solutions that elevate care, control costs, and support long-term health. Guided by our core values, we’re creating a value-driven model that creates lasting benefits for everyone, now and into the future.
For us, that's just an Honest day’s work.
Your Role
As the Director, Patient Experience, you will be responsible for owning and improving CAHPS (Consumer Assessment of Healthcare Providers and Systems) and patient experience strategies for our providers and members. You will be our subject matter expert on CAHPS and other patient experience metrics, work with provider partners to identify barriers to a high-quality member experience, and design, implement, measure, and refine tactics to improve patient experience. Our members are the core of our business, and this role is focused on ensuring best-in-class experiences. You will be a critical partner within our Quality team and work closely across the organization with our market leadership, care delivery staff, and analytics teams.
Primary Functions of the Director, Patient Experience Include:
- Act as the CAHPS subject matter expert and strategy lead:
- Oversee the administration of the Official CAHPS survey for ACO REACH (Realizing Equity, Access, and Community Health).
- Identify a method for measuring CAHPS performance for Medicare and ACO REACH throughout the year.
- Create CAHPS improvement toolkits for practices.
- Be the voice of the patient to inspire improvement and develop differentiated experiences for the people we serve.
- Take the insights and feedback you have developed and lead the change by creating actionable improvement with internal departments and joint-venture partners, measuring the success.
- Collaborate across the organization to develop a patient experience approach from onboarding, ongoing engagement, and retention.
- Perform other related duties as assigned.
How You Qualify
You reviewed the Who You Are section of this job posting and immediately felt the need to read on. This makes you a match for our innovative culture. You accept things change quickly in a startup environment and are willing to pivot quickly on priorities.
- Must have reliable access to high-speed internet to ensure seamless remote work communication and productivity
- Bachelor's or master's degree in Healthcare Administration or a similar field
- You have CAHPS experience with Medicare Advantage and/or ACO (Accountable Care Organization) REACH (Realizing Equity, Access, and Community Health), along with at least 5 years in patient engagement or experience improvement within healthcare
- You have 7+ years experience working with health care providers, payers, or vendors
- You are detailed-oriented and have strong project management skills
- You are an exceptional communicator through multiple means, including written, oral, presentation slides
- You are data-driven and use data to make strategic decisions
- Occasional travel may be required
The base pay range for this role is $129,700.00 - $152,300.00. Compensation takes into account several factors including but not limited to a candidate’s experience, education, skills, licensure and certifications, and organizational needs. Base pay is just one piece of the total rewards program offered by Honest. Eligible roles also qualify for short-term incentives and a comprehensive benefits package.
How You are Supported
Full time team members may be eligible for:
Competitive Compensation
- Attractive base salary with performance-based bonuses and rewards
- 401(k) plan with a generous company match, fully vested from day one
Comprehensive Health and Wellness Benefits
- Flexible health, dental, and vision insurance options tailored to your needs
- Company contribution towards health savings accounts (HSA) for high-deductible health plan (HDHP) participants
- 100% company-paid short-term disability, long-term disability, and life insurance
- Wellness programs and resources to support your physical and mental health
Work-Life Balance
- Generous paid time off, including vacation, sick leave, and 11 paid holidays annually
- Two paid volunteer days to support causes you're passionate about
- Flexible work arrangements to accommodate your lifestyle
Professional Development
- Robust onboarding program and ongoing training opportunities
- Reimbursement for role-related continuing education and certifications
Family-Friendly Policies
- Paid parental leave for new parents
- Dependent care flexible spending accounts
- Support for work-life integration
Collaborative and Purpose-Driven Environment
- Work alongside professionals who share your commitment to Honest's high-quality, value-based care model
- Opportunities to contribute to meaningful projects and initiatives
Additional Perks
- Team member recognition programs
- Team-building events and social activities
Join us and experience a rewarding career where your contributions are valued and your growth is supported.
Honest is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
Honest is committed to working with and providing reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process should email talent@honest-health.com for assistance. Reasonable accommodation will be determined on a case-by-case basis.
Honest Health values a secure and transparent recruitment process. We contact candidates through our official recruiting platform, email, or text message. When working directly with candidates, Honest Health will always use an HonestHealth.com or Honest-Health.com email address. Our hiring process includes a live phone call or in-person interview before any formal offer is extended.
To safeguard your personal information, Honest Health will never ask for confidential details—such as social security numbers, bank accounts, or routing numbers—before making a formal offer. We will also never request financial transactions, PINs, passwords, or security access details through email, text, Venmo, or any social media platform.
We encourage all candidates to verify the contact information of individuals they interact with during the recruitment process. If you have any questions about the authenticity of a communication, please reach out to our team at talent@honest-health.com.
Required profile
Experience
Other Skills
- Communication
- Detail Oriented
- Collaboration
Related jobs
Sword Health
- Full time
- 5 - 5K
- Remote: Portugal
Dott
- 38 - 38K
- Remote: France
Bionic Talent
- 26 - 33K
- Remote: South Africa
SAGAN
- Full time
- Remote: Albania
Softplan
- 65 - 65K
- Remote: Brazil