Program Manager, Duals Customer Experience

Description

The Program Manager, Dual Eligible Special Needs Plan Customer Experience will lead the design and implementation of our Customer Advisory Board (CAB) program and Voice of the Customer (VoC) program, specifically focused on Dual Eligible Special Needs Plan (D-SNP) members. This role will ensure that the voice of D-SNP members is heard and integrated into strategic decisions to improve health outcomes, service delivery, and member experience.

Key Responsibilities

• Design, implement, and manage an ongoing Consumer Advisory Board (CAB) program tailored for the unique needs the Duals population.
• Identify, recruit, and retain a representative group of members who reflect the needs of both our Senior Care Options (SCO) and One Care Duals population.
• Organize, coordinate and manage logistics for quarterly CAB meetings, both virtual and in-person, including accessibility, transportation, and interpretation services
• Develop and work cross-functionally to create materials to inform and recruit members of this opportunity as well as ongoing member and stakeholder communication.
• Facilitate meaningful discussions with CAB participants to uncover needs, expectations, challenges, barriers, and improvement opportunities.
• Develop detailed post-meeting summaries and feedback loops to ensure transparency and ongoing engagement.
• Collaborate cross-functionally with Quality, Compliance, Product, Clinical, Marketing, Digital, Sales and Customer Service to ensure insights from the CAB drive actions and meet CMS and state regulatory requirements.
• Align CAB outcomes with health equity, member satisfaction (CAHPS / HOS), and STAR rating goals.
• Develop and implement tracking system to monitor CAB activities, achievements and outcomes to meet CMS and state regulatory requirements.
• Develop and implement ongoing Voice of the Customer (VoC) measurement program for D-SNP population, supporting collaboration across departments and socialization of findings.
• Other duties as assigned with or without accommodation.

Qualifications

Qualifications

DesiredSkills and Experience

Additional Skills

Additional Job Details (if applicable)

Working Conditions

Remote Type

Hybrid

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$78,000.00 - $113,453.60 / Annual

Grade

7At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement :

Mass General Brigham Health Plan Holding Company, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and / or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.