Manager, CAHPS

Job Summary:

The Manager, CAHPS (Consumer Assessment of Healthcare Providers and Systems) is responsible for leading and managing all aspects of the CAHPS initiatives within CareSource, overseeing CAHPS vendors and analyzing CAHPS initiatives to improve CAHPS scores.

Essential Functions:

• Lead the planning, execution, and monitoring of CAHPS projects, ensuring alignment with organizational goals and compliance with federal and state regulations.
• Oversee relationships with CAHPS survey vendors, including contract negotiation, performance monitoring, and ensuring that service delivery meets organizational standards.
• Develop and implement targeted initiatives to improve CAHPS scores, leveraging data insights to identify areas for improvement and best practices.
• Oversee the administration of CAHPS surveys, including coordination with vendors, managing timelines, and ensuring high response rates.
• Analyze CAHPS survey results and other related data to identify trends, insights, and areas for improvement in patient care and experience.
• Work closely with cross-functional teams, including Quality Improvement, Clinical Operations, and IT, to implement strategies that enhance patient satisfaction and quality of care.
• Prepare and present comprehensive reports on CAHPS performance metrics, findings, and recommendations to senior leadership and stakeholders.
• Foster relationships with internal and external stakeholders, including providers, community organizations, and regulatory bodies, to promote CAHPS initiatives and gather feedback.
• Supervise and mentor direct reports, providing guidance, support, and performance management to ensure team effectiveness and professional development.
• Develop and implement action plans based on survey results to improve patient experience and satisfaction, monitoring progress and outcomes.
• Ensure consistency of internal messaging, both in writing and design that reflects the CareSource brand
• Ensure all CAHPS activities comply with relevant regulations and guidelines set forth by CMS and other governing bodies.
• Project manage CAHPS initiatives, to include, but not limited to ensuring transparency of information to stakeholders, action items are followed up, initiatives are prioritized and analyzed for their effectiveness
• Establish a solid working relationship with the Member Experience team by driving initiatives targeted at improving the overall membership’s seamless experience with the health plan.
• Perform any other job duties as requested

Education and Experience:

• Bachelor’s degree in Healthcare Administration, Public Health, Business Administration, Consumer Experience or related field or equivalent years of relevant work experience
• A minimum of five (5) years of project management experience in healthcare, focusing on quality improvement and patient experience is required
• Experience in vendor management, including contract negotiation and performance evaluation is required.
• Experience driving initiatives to improve CAHPS scores and patient experience required.
• Experience in team management and leadership, fostering talent development preferred.

Competencies, Knowledge and Skills:

• 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 skills with attention to detail
• Strong interpersonal skills and high level of professionalism
• Flexible and quick-thinking
• Strong attention-to-detail
• Strong organizational skills with the ability to manage multiple projects.
• Proficient in project management and data analysis tools.
• Effective listening and critical thinking skills
• Ability to work independently and within a team environment
• Ability to develop, prioritize and accomplish goals
• Relationship development to engage with internal subject matter experts
• Leadership to drive projects to completion
• Perspective to be able to see a topic from the audience’s point of view

Licensure and Certification:

• Project Management Professional (PMP) or related certification is preferred

Working Conditions:

• General office environment; may be required to sit or stand for extended periods of time

Compensation Range:
$81,400.00 - $130,200.00 CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type:
Salary

Competencies:
- Create an Inclusive Environment - Cultivate Partnerships - Develop Self and Others - Drive Execution - Influence Others - Pursue Personal Excellence - Understand the Business

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an inclusive environment that welcomes and supports individuals of all backgrounds.

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