Program Manager II, CAHPS Performance & Strategy

Blue Cross Blue Shield of Massachusetts • Boston, MA

1d • Hybrid

About The Position

Ready to help us transform healthcare? Bring your true colors to blue. This is a strategic position responsible for overseeing and managing activities associated with BCBSMA's overall performance on Medicare Stars ratings, with a specific focus on the CAHPS member experience component. This role is critical in driving CAHPS performance and leverages strategic project management skills, interpersonal communication, independent problem-solving, and organizational skills to develop and coordinate projects related to Medicare Stars ratings, CAHPS performance metrics, and other government program priorities. This position will partner with the Associate Director of Stars and other cross-functional business leaders on the execution of CAHPS-related projects. The Program Manager II will assist with strategy development and annual planning for Stars, ensuring that individual measure owners and workgroups have plans in place that align with the overarching Stars strategy. In addition to project management, this role will engage with key stakeholders, communicate program results, and represent and advocate for the CAHPS and Medicare Stars team’s business interests in corporate and cross-functional projects. The Program Manager will also contribute to the development and implementation of CAHPS and other Medicare Stars business strategies tied to member experience and will need to feel comfortable socializing these strategies across multiple business areas. The ideal candidate will possess excellent verbal/communication skills, have a thoughtful persuasive personal style, and have experience building and implementing creative business strategies tied to Medicare member engagement. This position is eligible for the Flex persona.

Requirements

• Strong experience in Medicare CAHPS measurement and improvement, with a record of successfully leading improvements in CAHPS scores and corresponding Star ratings.
• Experience in Government Programs and Medicare preferred.
• The ability to ensure appropriate stakeholders are actively engaged to support Stars, either as Stars measure owners or as workgroup participants.
• Ability to develop strong working relationships and to influence key internal stakeholders.
• Documented strength in developing materials and deliverables through cross-functional collaboration in a highly matrixed organization.
• Proven track record of meeting timelines, deliverables, with attention to detail and quality results.
• Strong organizational skills with the ability to work under pressure, multitask and prioritize workload.
• Ability to identify, communicate, and manage risk and project delays.
• Excellent written and verbal presentation skills, facilitation, project management, and organizational planning skills.
• Strong team-building, presentation, consensus-building, influencing, and negotiating skills.
• 6+ years of experience in project/program management in a healthcare environment required.
• Bachelor’s degree or equivalent work experience required.
• Proven track record of delivering highly complex initiatives in a dynamic environment.
• Ability to direct, persuade, influence, and lead to achieve desired results.
• Strategic, long-range planning skills and the ability to integrate strategy with short-term activity and translate it into operational plans.
• Outstanding communication skills and demonstrated ability to develop and maintain effective working relationships at all levels of the organization and with key constituents.
• A high degree of organizational astuteness and the ability to successfully interact with leaders at all levels.
• Highly adaptable and creative with an openness to assuming new roles and responsibilities as they arise.

Responsibilities

• Manage a portfolio of enterprise-wide and internal projects that require support and involvement from multiple teams (e.g., Health and Medical Management, Performance Measurement and Improvement, Enterprise Technology, Sales, Marketing, and Product).
• Work cross-functionally with other business leaders to investigate trends in all CAHPS areas including but not limited to member enrollment, member experience with providers, medical/pharmacy experiences, and access to/affordability of healthcare.
• Lead Medicare member strategy workgroups by working with cross-functional leaders to identify topics, reports, and ideas vital to meet segment goals.
• Support the Stars leader in the development of the Stars capability roadmap; coordinate with necessary stakeholders to ensure timely implementation of capabilities.
• Help identify and implement strategies that enhance CAHPS performance while continuously driving efficiency and exceptional member experience.
• Maintain central oversight of initiative progress and measure performance across all CAHPS measures.
• Coordinate with the Stars analytics resource to identify measures lagging expected performance, removing barriers, and escalating issues as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees