Job Information
CenterWell Patient Experience Principal in Concord, New Hampshire
Become a part of our caring community
The Patient Experience Principal is responsible for shaping and driving patient experience improvement across CenterWell Primary Care. Partnering closely with clinical, operational, marketing, digital, and enterprise teams, the Patient Experience Principal ensures patient experience insights inform priorities, decisions, and ways of working across the Primary Care Organization. The Patient Experience Principal focuses on a holistic view of patient experience and leads efforts that move beyond any single metric.
While anchored in Primary Care, this role partners closely with other CenterWell Experience leaders to surface and translate patient insights into improvements across the broader CenterWell ecosystem.
The Patient Experience Principal operates with significant autonomy, influences across a matrixed organization, and serves as a trusted advisor to senior leaders on experience strategy and transformation.
Key Responsibilities
Patient Experience Measurement & Insight
Lead the patient experience strategy for Primary Care, ensuring a holistic view of experience that integrates quantitative and qualitative patient feedback.
Oversee experience measurement approaches, including transactional and relationship NPS and other voice‑of‑the‑patient inputs, ensuring patient experience data is translated into actionable insights that inform priorities, decisions, and improvement efforts.
Partner with Quality and Stars stakeholders to align CAHPS and HOS insights to experience improvement priorities that strengthen patient trust, access, and engagement.
Experience Improvement & Transformation
Influence experience improvement and transformation initiatives that enhance in‑clinic and end‑to‑end patient experiences.
Partner with cross‑functional teams to address experience friction points related to access, care delivery, service, and communication.
Patient Voice & Advisory Engagement (PFACs)
Partner with market, clinical, and operational leaders to support the establishment and evolution of Patient and Caregiver Advisory Councils (PFACs).
Ensure PFAC insights are systematically captured, synthesized, and translated into actionable experience and operational improvements.
Help define standards, governance, and success measures for ongoing patient advisory engagement.
Service Recovery & Experience Governance
Design and evolve service recovery strategies that address patient concerns consistently and effectively.
Establish governance routines that promote accountability, learning, and continuous improvement across patient experience initiatives.
Partner with operational and clinical leaders to strengthen service recovery capabilities across Primary Care.
Vendor & Partner Management
Manage relationships with patient experience‑related vendors and partners, ensuring tools and services support experience goals and deliver value.
Evaluate and evolve experience platforms and capabilities to support insight generation and improvement efforts.
Cross‑Business Experience Integration & Partnership
Partner closely with Experience leaders for CenterWell Pharmacy and Home Health to identify, assess, and surface patient experience opportunities that span multiple lines of business.
Integrate patient insights across Primary Care, Pharmacy, and Home Health to highlight cross‑journey friction points, handoff challenges, and opportunities to improve the end‑to‑end CenterWell patient experience.
Support alignment of experience standards, principles, and priorities across CenterWell while respecting line‑of‑business ownership and accountability.
Experience Leadership & Capability Building
Serve as a strategic partner and advisor to clinical, operational, marketing, digital, and enterprise leaders on patient experience strategy and priorities.
Advance patient experience maturity across Primary Care by helping teams understand, interpret, and act on patient experience data.
Encourage patient‑centered thinking and decision‑making at all levels of the organization.
Use your skills to make an impact
Required Qualifications
Bachelor’s degree required; advanced degree a plus.
8–12+ years of experience in patient experience, consumer experience, healthcare operations, service design, transformation, or related fields.
Experience working with NPS, VoP, CAHPS, HOS or other experience measurement programs in healthcare or primary care settings.
Demonstrated experience leading complex, cross‑functional initiatives in matrixed organizations.
Strong expertise in voice of the patient/customer, experience measurement, root cause analysis, and storytelling with data.
Proven ability to influence senior leaders and drive change without direct authority.
Experience working in primary care or healthcare delivery environments.
Passion for improving patient experiences and advancing patient‑centered care.
Experience partnering with or supporting Patient and Family Advisory Councils (PFACs) or similar patient‑voice forums.
Strong judgment, strategic thinking, and comfort operating in ambiguity.
Preferred Qualifications
Familiarity with patient journey mapping and experience design methodologies (ownership of journey mapping not required).
Experience applying change management or transformation methodologies to improve service or experience outcomes.
A dditional Information
Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.
Scheduled Weekly Hours
40
Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
$126,300 - $173,700 per year
This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.
Description of Benefits
Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.
Application Deadline: 06-16-2026
About us
About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well-being. Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes. We go beyond physical health by also addressing other factors that can impact a patient’s well-being.
About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high-quality healthcare that is accessible, comprehensive and, most of all, personalized. As the largest provider of senior-focused primary care, a leading provider of home healthcare and a leading integrated home delivery, specialty, hospice and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional and social wellness of our patients. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more about what we offer at CenterWell.com.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Centerwell, a wholly owned subsidiary of Humana, complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our full accessibility rights information and language options https://www.partnersinprimarycare.com/accessibility-resources