About the position
The role exists to ensure the effective management and compliance of CAHPS (Consumer Assessment of Healthcare Providers and Systems) programs, which are crucial for assessing the patient experience in healthcare settings. By having ownership of these programs, the position plays a vital part in maintaining regulatory compliance, thereby safeguarding the integrity and quality of patient care assessments. Additionally, as a liaison between the client and the Qualtrics technical/engineering teams, this role facilitates smooth communication and coordination, which is essential for the successful implementation and administration of CAHPS programs. Ultimately, the position aims to enhance the patient experience through effective program management and people leadership, making it a key component in aligning healthcare services with patient needs and expectations.
Responsibilities
- Achieve high customer satisfaction and loyalty, evidenced by successful renewals and expansions of Qualtrics usage among healthcare customers.
- Demonstrate exceptional organizational skills by effectively managing multiple priorities and ensuring timely completion of projects related to CAHPS programs.
- Foster a supportive and empathetic work environment for team members, encouraging their professional growth and success in their roles.
- Embrace creativity and innovation when facing challenges, proposing inventive solutions to improve program administration and customer experience.
- Leverage industry expertise to provide valuable consultation on best practices, ensuring that clients receive the guidance they need to succeed.
- Maintain a persistent and solution-oriented mindset, committed to overcoming obstacles until clients achieve their desired outcomes.
- Lead and develop a high-performing team by recruiting, mentoring, and growing a diverse team of world-class XM Success Consultants.
- Drive revenue growth by focusing on renewing and expanding the existing customer base.
- Define and execute strategies for maturing and expanding the portfolio of Healthcare customer accounts.
- Cultivate executive relationships with senior executives in customer organizations.
- Act as a thought leader in the industry, advocating for customer needs and insights.
- Monitor and report on customer success by tracking success metrics and providing regular updates to stakeholders.
Requirements
- 8+ years experience in a combination of strategy, consulting, operations, product management, or an equivalent field.
- Experience working with clients in the Healthcare space is a must.
- Well versed in the understanding of complexities across the US healthcare system within provider segments.
- Past experience in leading successful teams.
- Client relationship management experience, including having worked directly with C-level/Senior Director+ level stakeholders.
- Passion for coaching and mentoring high-performing team members.
- Proven track record of successfully building scalable business operations and delivering key business results.
- Strong prioritization skills with the ability to drive multiple concurrent projects from beginning to end.
- Ability to utilize data and metrics to communicate strategy to internal stakeholders and external clients.
- Entrepreneurial spirit with a high tolerance for ambiguity and complexity.
- Ability to be efficient with limited resources and communicate effectively to Senior Management.
- Bachelor’s degree with a concentration in science, technology, business, healthcare administration, or a related field.
Benefits
- Exposure to senior leadership teams
- Competitive salary, performance bonuses, and savings investment account.
- Quarterly reimbursement for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
- In-office perks like catered lunch, snack bars, and the ability to bring your dog to work.
- $1500 experience bonus to be used for an 'Experience' of your choosing every year.
- Amazing QGroup Communities for support, allyship, and advocacy.
- Qualtrics Hybrid Work Model: gather in the office three days a week and work remotely for the rest.
