Director, CAHPS Performance

Inland Empire Health Plan•Rancho Cucamonga, CA

9d•$169,312 - $232,794•Hybrid

About The Position

Overview Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience! The Director of CAHPS Performance is responsible for designing, leading, and executing strategies to improve Consumer Assessment of Healthcare Providers and Systems (CAHPS) performance across all of IEHP’s product lines (Medi-Cal, Medicare DSNP, Covered CA). This role drives measurable improvement in member experience, Star Ratings, Health Plan Ratings and quality performance by integrating voice-of-the-member insights into enterprise strategy, operations, and provider engagement. The Director serves as a change leader and subject matter expert, ensuring the organization consistently delivers exceptional member experience that meets regulatory expectations and strengthens market competitiveness. Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation. Additional Benefits IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more.

Requirements

A minimum of eight (8) years of progressive leadership experience in health plan quality, member experience, or related roles required.
Proven success in designing and implementing CAHPS/member experience improvement strategies required.
Bachelor’s degree in healthcare administration, public health, business, or related field from an accredited institution required.
Deep knowledge of CAHPS survey methodology, Star Ratings, and Medicaid quality requirements.
Member-centered mindset, with passion for improving care experiences.
Strong analytical, communication, and change management skills.
Data-driven and outcomes-focused.
Ability to lead cross-functional initiatives and influence at all levels of the organization.
Strategic and operational balance: able to set vision while driving execution.
Collaborative leader skilled at provider and stakeholder engagement.

Nice To Haves

Master’s degree in healthcare administration, public health, business, or related field from an accredited institution preferred.

Responsibilities

Develop and execute an enterprise-wide CAHPS improvement strategy, aligned with CMS Star Ratings, NCQA, Medicaid, and Marketplace requirements.
Integrate CAHPS performance into broader organizational member experience and growth strategies.
Serve as the organization’s expert on CAHPS methodology, benchmarks, and best practices.
Lead cross-functional initiatives that directly improve CAHPS measures such as Getting Needed Care, Getting Care Quickly, Care Coordination, and Rating of Health Plan.
Translate member survey insights into actionable operational and clinical interventions.
Collaborate with IEHP’s provider network leadership team to align practice transformation and clinical workflows with CAHPS improvement goals.
Design and deliver training and toolkits to empower providers and staff in improving member experience.
Partner with member services, care management, and quality teams to ensure member-first interactions.
Direct the development of dashboards and reporting tools to track CAHPS performance in near real-time.
Use data to identify trends, disparities, and opportunities for targeted interventions.
Regularly report performance to executive leadership, and other key stakeholders.
Build, coach, and lead a cross-functional CAHPS improvement team through influence and partnerships.
Foster a culture of accountability, empathy, and member-centered care across the organization.
Hire, train, and manage support staff, while monitoring and evaluating outcomes.
Conduct performance reviews of each Team Member within IEHP guidelines.
Perform any other duties as required to ensure Health Plan operations and department business needs are successful.