AVP, CAHPS and HOS Strategy

Alignment Health

42d•$149,882 - $224,823

About The Position

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together. The AVP of CAHPS and HOS Strategy is responsible for leading Alignment Health’s strategy, execution, and performance related to the Consumer Assessment of Healthcare Providers and Systems (CAHPS) and Health Outcomes Survey (HOS) programs. This role ensures that the Alignment Health meets or exceeds CAHPS and HOS performance goals by driving improvements in member experience, analyzing data trends, provider engagement, implementing best practices, and collaborating with internal and external stakeholders. Position will require residing in Southern California, working PST time, as there is work travel within the market.

Requirements

10+ years of progressive leadership experience in healthcare quality, member experience, and provider performance improvement.
Experience working in health plans, provider organizations, or quality-focused healthcare settings.
Bachelor’s degree in Public Health, Healthcare Administration, Business, or related field
Strong data analysis, project management, and communication skills.
Ability to communicate positively, professionally and effectively with others; provide leadership, teach and collaborate with others.
Effective written and oral communication skills; ability to establish and maintain a constructive relationship with diverse members, management, employees and vendors;
Ability to perform mathematical calculations and calculate simple statistics correctly
Ability to prioritize multiple tasks; advanced problem-solving; ability to use advanced reasoning to define problems, collect data, establish facts, draw valid conclusions, and design, implement and manage appropriate resolution.
Effective problem solving, organizational and time management skills and ability to work in a fast-paced environment.
Comprehend and analyze statistical reports.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.
The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Nice To Haves

Deep understanding of CAHPS and HOS methodologies, CMS Star Ratings, and quality improvement frameworks.
Proven ability to lead cross-functional initiatives and deliver measurable improvements in member experience.
Master’s degree preferred

Responsibilities

Develop and lead enterprise-wide strategies to improve CAHPS and HOS scores, overall member experience, and strengthening provider engagement, with the ultimate goal of achieving 5 Star ratings.
Oversee the administration of CAHPS and HOS surveys, including proxy surveys, ensuring proper survey implementation and management of the data collection processes.
Analyze CAHPS and HOS data and performance metrics to identify trends, opportunities for improvement, and develop action plans in partnership with operational leaders and network providers.
Oversee the design and implementation of member and provider initiatives targeting key CAHPS domains such as getting needed care, getting care quickly, care coordination and customer service.
Develop a provider playbook of strategies, actions and best practices to adopt when engaging providers, with the goal of driving provider accountability, and measurable improvements in member experience and quality, as captured in the CAHPS and HOS surveys.
Leverage provider partnerships and high impact providers to drive member experience improvement.
Develop provider incentives and programs to align providers with 5 Star CAHPS and HOS results.
Collaborate with cross-functional teams including Stars, Member Services, Member Retention, Network Management and Quality to improve touchpoints impacting member satisfaction.
Serve as subject matter expert on CAHPS/HOS survey methodologies and regulatory changes, ensuring compliance with CMS guidance at all times.
Communicate CAHPS and HOS goals, progress, and insights to executive leadership.
Promote a culture focused on service excellence, empathy, and continuous improvement.