The Senior Director of CAHPS / HOS Strategy & Performance serves as the strategic lead and business owner for assigned CAHPS and HOS measures, driving performance through member and provider initiatives. This role is responsible for developing and overseeing execution of experience strategies designed to improve CAHPS, HOS, and related quality outcomes through provider engagement, member outreach, operational improvement, analytics, and cross-functional collaboration.
The Senior Director partners closely with national and regional leaders, provider-facing teams, quality teams, analytics partners, cross-functional partners, and leadership to identify opportunities, prioritize investments, and accelerate performance. This leader will oversee a team of 4-8 employees and provide leadership across a complex, matrixed environment to achieve organizational quality, experience, and Stars goals.
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.Primary Responsibilities:- Lead the development and execution of CAHPS/HOS strategies, performance roadmaps, and measure-level priorities to improve member experience, quality outcomes, provider performance, and Medicare Stars results
- Serve as a subject matter expert in CAHPS, HOS, member/patient experience, provider engagement, and performance improvement methodologies
- Develop and oversee member engagement and outreach strategies across multiple channels to improve experience, health outcomes, and survey performance
- Identify and implement operational improvement opportunities that drive measurable quality and experience outcomes
- Build and maintain solid partnerships with internal stakeholders, cross-functional teams, providers and vendors, to ensure strategic alignment, effective decision-making, and execution readiness
- Lead cross-functional teams in the design and implementation of strategic programs, operational initiatives, and technology-enabled solutions
- Establish and monitor key performance indicators, leveraging analytics and insights to drive performance improvement and accountability
- Oversee business planning, budget management, resource allocation, and vendor performance for assigned measures, programs, and initiatives
- Recruit, develop, and lead a high-performing team that fosters accountability, collaboration, consumer-first thinking, and continuous improvement
- Represent the organization in executive forums and key stakeholder engagements while assuming responsibility for assigned measures, programs, strategic initiatives, and evolving business priorities
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:- 7+ years of experience in healthcare quality, Stars, member/customer experience, provider engagement, healthcare operations, or related fields
- 5+ years of leadership experience leading teams and/or complex cross-functional initiatives
- Proficiency with Microsoft Office Suite and reporting, analytics, and business intelligence tools
- Proven ability to develop and execute strategies that drive measurable business, quality, and customer experience outcomes
- Proven consumer-first mindset and growth orientation, with a passion for improving member experience, challenging the status quo, and driving continuous improvement
- Proven solid strategic thinking, problem-solving, and decision-making skills, with a track record of identifying operational efficiencies and maximizing impact with limited resources
- Proven solid analytical skills, including the ability to interpret data, generate insights, and translate findings into actionable recommendations and executive-level communications
- Proven solid executive communication, stakeholder management, and influence skills within complex, matrixed organizations
Preferred Qualifications:- Experience with Medicare Stars, CAHPS, HOS, or quality improvement programs
- Experience leveraging Voice of the Customer feedback, member insights, and experience data to identify pain points and drive meaningful improvements
- Knowledge of Medicare Advantage, managed care, provider networks, and value-based care
- Solid understanding of consumer behavior and the ability to shape perceptions, influence behaviors, and drive engagement
*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $159,300 - $273,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
