VP Customer Experience - JHP

Vice President of Customer Experience

The Vice President of Customer Experience (CX) leads a member-focused strategy across Medicaid, Medicare, ACA, CHIP, and MLTSS, overseeing customer service operations and the member call center. This role drives service excellence through multi-channel engagement, process improvement, and evidence-based onboarding. The VP ensures regulatory compliance, equitable access, and cultural responsiveness while aligning cross-functional efforts to improve satisfaction and retention. Key priorities include quality management, workforce planning, operational efficiency, and technology adoption. Success is measured by service quality, compliance, performance metrics, and strategic impact.

Education :

• Bachelor's degree in business, Public Health, Healthcare Administration, or related field required
• Master's degree in healthcare administration, Business, or related field preferred

Experience :

Preferred :

Workday Day (United States of America)

Regular

1101 Market, Philadelphia, Pennsylvania, United States of America

Jefferson is more than 65,000 people strong, dedicated to providing the highest-quality, compassionate clinical care for patients; making our communities healthier and stronger; preparing tomorrow's professional leaders for 21st-century careers; and creating new knowledge through basic / programmatic, clinical and applied research.

Jefferson Health, nationally ranked as one of the top 15 not-for-profit health care systems in the country and the largest provider in the Philadelphia and Lehigh Valley areas, serves patients through millions of encounters each year at 32 hospitals campuses and more than 700 outpatient and urgent care locations throughout the region.

Jefferson Health Plans is a not-for-profit managed health care organization providing a broad range of health coverage options in Pennsylvania and New Jersey for more than 35 years.

Jefferson is committed to providing equal educational and employment opportunities for all persons without regard to age, race, color, religion, creed, sexual orientation, gender, gender identity, marital status, pregnancy, national origin, ancestry, citizenship, military status, veteran status, handicap or disability or any other protected group or status.

At Jefferson, we offer a comprehensive total rewards package designed to support the health and well-being of our colleagues and their families. It includes a wide range of benefits including competitive pay, health and retirement benefits, life and disability insurance, paid time off, educational benefits, financial and mental health resources and much more. Our diverse benefits offerings ensure you have the coverage and access to services you need to thrive both personally and professionally.