Director, Patient Experience - Remote

Overview

The Director, Patient Experience will be responsible for owning and improving CAHPS (Consumer Assessment of Healthcare Providers and Systems) and patient experience strategies for our providers and members. This role focuses on ensuring best-in-class experiences for our members.

In Short

• Act as the CAHPS subject matter expert and strategy lead.
• Oversee the administration of the Official CAHPS survey for ACO REACH.
• Identify methods for measuring CAHPS performance.
• Create CAHPS improvement toolkits for practices.
• Be the voice of the patient to inspire improvement.
• Lead change by creating actionable improvements.
• Collaborate across the organization to develop a patient experience approach.
• Perform other related duties as assigned.

Requirements

• Must have reliable access to high-speed internet.
• Bachelor's or master's degree in Healthcare Administration or a similar field.
• CAHPS experience with Medicare Advantage and/or ACO REACH.
• 5+ years in patient engagement or experience improvement within healthcare.
• 7+ years experience working with healthcare providers, payers, or vendors.
• Detail-oriented with strong project management skills.
• Exceptional communication skills.
• Data-driven and use data to make strategic decisions.
• Occasional travel may be required.

Benefits

• Competitive compensation with performance-based bonuses.
• 401(k) plan with a generous company match.
• Flexible health, dental, and vision insurance options.
• 100% company-paid short-term and long-term disability insurance.
• Generous paid time off and flexible work arrangements.
• Robust onboarding program and ongoing training opportunities.
• Paid parental leave and support for work-life integration.
• Collaborative and purpose-driven environment.
• Team member recognition programs and team-building events.