28 days old

Reg Member Experience Dir (CAHPS) - Telecommute - 937810

Seattle, WA 98104 Work Remotely
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  • Job Code
    937810

UnitedHealthcare is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)

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The Regional CAHPS Director will be responsible for supporting regional and market CAHPS and HOS improvement efforts to increase UHCs performance on CAHPS and HOS member surveys. The role will partner directly with market and regional leaders to plan and execute performance improvement strategies and lead market and regional implementation of programs and processes designed to build and improve member experience for West Region Medicare Advantage members. This role will be working with UHC Regional and Market leaders and Health Plan executives on solving one of UHGs most complex problems. This work will require collaboration with UHC business unit leaders, provider-facing field teams, and enterprise operational teams to lead the change that is needed in CAHPS and HOS survey results.

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Youll enjoy the flexibility to telecommute* from anywhere within United States as you take on some tough challenges.

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Primary Responsibilities:

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  • Lead market and regional development and execution of strategic performance improvement plans to improve health plan CAHPS and HOS survey results and achieve market and contract performance goals
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  • Support market and regional leadership in the development of programs that support increased member engagement and improved member experience, including the development of member-facing digital and print materials
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  • Analyze and interpret survey data to identify trends, solve complex problems, and develop strategic plans to drive CAHPS and HOS improvement within the health plan
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  • Act as a CAHPS and HOS subject matter expert and resource for market and regional leaders and teams
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  • Utilizes, integrates, and interprets CAHPS, HOS, VOC, and NPS data to lead regional and market teams in improvement efforts, and promote optimal member experience
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  • Identify, document, and disseminate best and worst practices for achieving high performance on CAHPS and HOS survey measures and provide input back to regional and market leadership
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  • Create, develop, and drive process improvement plans for markets and contracts that are low performing in CAHPS and HOS survey measures
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  • Represent and advocate for the region when working with functional business leaders and teams (Customer Service, Marketing, Sales, Network, etc.) to develop and deploy initiatives to improve CAHPS performance and overall member experience
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  • Predicts and understands industry regulations that impact CAHPS and HOS survey measures and incorporates them into strategies that influence member satisfaction
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  • Develops and maintains strong collaborative relationships within UHC Government Programs, including executives, regional and national leaders
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  • Lead special projects and/or activities as requested by national, regional, and market leadership
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  • Direct and support long-term and day-to-day work of direct reports, along with supporting their ongoing professional and personal development goals
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Youll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

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Required Qualifications:

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  • Bachelors Degree in business administration, healthcare, or hospitality OR 10+ years of direct experience in leading a team in business, healthcare, or hospitality
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  • 7+ years of experience in leading projects or teams focused on member/guest/customer experience
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  • 7+ years of experience in CAHPS/HOS/CGCAHPS/MIPS or internal health care related member satisfaction/experience survey in a provider office, facility setting, or health plan
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  • 7+ years of experience monitoring data (quantitative and qualitative) performance measurement and facilitate feedback to improve efficiencies and enhance the quality of the entire member/guest/customer experience
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  • Proficiency in MS Office Suite experience, advanced user in Power Point, Excel
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  • Solid facilitation and organizational development skills
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  • Telecommuter based position with 25% travel
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Preferred Qualifications:

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  • Lean and/or Six Sigma Certified
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  • Certification in project management
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  • 7+ years of experience in marketing, customer/member engagement, and/or leading teams or projects focused on customer loyalty and retention
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  • Ability to plan, organize and be flexible in response to shifting priorities and multiple clients
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Careers at UnitedHealthcare Medicare & Retirement. The Boomer generation is the fastest growing market segment in health care. And we are the largest business in the nation dedicated to serving their unique health and well-being needs. Up for the challenge of a lifetime? Join a team of the best and the brightest to find bold new ways to proactively improve the health and quality of life of these 9 million customers. You'll find a wealth of dynamic opportunities to grow and develop as we work together to heal and strengthen our health care system. Ready? It's time to do your life's best work.(sm)

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Colorado Residents Only: The salary range for Colorado residents is $110,200 to $211,700. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, youll find a far-reaching choice of benefits and incentives.

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*All Telecommuters will be required to adhere to UnitedHealth Groups Telecommuter Policy

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Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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Job Keywords: Regional CAHPS Director, CAHPS, Regional Director, Telecommute, Telecommuting, Telecommuter, Work From Home, Work At Home, Remote

Posted: 2021-07-08 Expires: 2021-08-07

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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Reg Member Experience Dir (CAHPS) - Telecommute - 937810

UnitedHealth Group
Seattle, WA 98104

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