CAHPS Program Advisor

CAHPS Program Advisor

Job Summary : The CAHPS Program Advisor project manages and oversees Consumer Assessment of Healthcare Providers and Systems (CAHPS) consumer and provider experience programs and initiatives based on consumer feedback, market and industry trends. This position develops actionable strategies, initiatives, and tactical plans in partnership with key business stakeholders with the goal of improving and sustaining member and provider satisfaction ratings year over year.

Essential Functions :

• Lead the planning, execution, and monitoring of CAHPS-related programs
• Actively participate with CAHPS and Business stakeholders to develop, gain stakeholder approval and support the execution of the annual CAHPS strategic roadmap of strategies and initiatives
• Assist with the continuous improvement of program management best practices, processes, and tools
• Responsible for monitoring and tracking CAHPS program performance
• Work closely with business stakeholders to ensure assigned programs align with business strategy
• Collaborate with Consumer Experience and data teams to include consumer insights in program planning inclusive of but not limited to advisory council, online community insights, surveys, appeals and grievance data, complaints to Medicare, and customer service call logs.
• Collaborate with cross-functional teams and key stakeholders by acting as a consultant to these teams, supporting and participating with them in the design and implementation of strategies and initiatives that enhance member engagement and satisfaction based on insights derived from CAHPS data
• Develop and maintain program timelines, budgets, and deliverables to ensure successful project completion
• Review and consolidate CAHPS survey results to identify trends, strengths, and areas for improvement in member experience. Integrate CAHPS competitor, geographic and population data to share localized approaches to CAHPS. Apply insights into program plans.
• Prepare and present findings and recommendations to stakeholders, including senior leadership, to drive informed decision-making.
• Integrate industry trends, innovations and best practices related to CAHPS methodologies, consumer experience and satisfaction into the organization's CAHPS initiatives plan.
• Facilitate training and workshops for staff to promote understanding and utilization of CAHPS data in service delivery, best practices for improving member satisfaction, and delivering exceptional experiences.
• Foster relationships with internal and external stakeholders, including but not limited to cross functional stakeholders, providers, community organizations, and regulatory bodies to enhance the effectiveness of consumer insights initiatives.

Education and Experience : Bachelor's degree in Public Health, Healthcare Administration, Business Administration, or a related field; Master's degree preferred. Minimum of five (5) years of experience in program management, preferably in healthcare or consumer insights. Minimum of three (3) years in CAHPS, Quality, or Consumer Experience or related field is required.

Competencies, Knowledge and Skills : Strong background in program and project management. Passion for improving member experience in healthcare delivery. Strong quantitative research skills to include data analysis and digestible report writing. Proficient in Microsoft Office Suite to include Word, Excel and PowerPoint. Qualtrics knowledge preferred. Strong knowledge of CAHPS surveys, methodologies, NCQA and CMS CAHPS rules, and regulatory requirements. Excellent written and verbal communication skills. Effective problem-solving and root cause analysis skills with attention to detail. Strong interpersonal skills and high level of professionalism. Flexible and quick-thinking. Strong attention-to-detail.