Director of Member Experience

Partnership HealthPlan of California•Fairfield, CA

About The Position

The Director of Member Experience is responsible for designing, leading, and executing strategies to improve Consumer Assessment of Healthcare Providers and Systems (CAHPS) performance across all of Partnership’s product lines. 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.

Requirements

Bachelor’s degree in healthcare administration, public health, business, psychology, or a related field from an accredited institution required.
Minimum of eight (8) years of progressive leadership experience in health plan Quality, Member Experience, or related roles is required.
Extensive knowledge of CAHPS survey methodology, Star Ratings, and Medicaid quality requirements.
Proven success in designing and implementing CAHPS/member experience improvement strategies.
Knowledge of managed care operations required.
Knowledge of Federal Medicaid or California Medi-Cal and Medicare programs.
Valid California driver’s license and proof of current automobile insurance compliant with Partnership policy are required to operate a vehicle and travel for company business.
Embodies a member-centric 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.
Proficiency in the suite of Microsoft 365 tools including Word, Excel, and PowerPoint.

Responsibilities

Develop and execute an enterprise-wide CAHPS improvement strategy, aligned with CMS Star Ratings, NCQA, and Medicaid 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.
Translate member survey and focus group insights into actionable operational and clinical interventions.
Collaborate with Partnership’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, quality, and other teams to identify opportunities for and 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 Partnership guidelines.
Other duties as assigned.