Humana is looking for a Senior Program Delivery Professional to lead the definition and execution of our Stars CAHPS initiatives. You will be responsible for enhancing member experience and driving CAHPS performance by leveraging insights to create, optimize, and scale member-facing interventions.
What You'll Do
- Strategically identify, develop, and implement programs that positively influence member perception and health outcomes.
- Serve as the primary point of contact for program strategy and delivery.
- Work collaboratively with business owners, experience design, IT, clinical partners, and operational leaders to develop and deploy improvements in member experience and survey outcomes.
- Establish the learning agenda, define strategic goals and opportunities, manage delivery plans, and monitor program outcomes.
- Collaborate and communicate status updates to stakeholders, proactively addressing issues.
- Function as a CAHPS subject matter expert for business partners.
- Support leaders and business partners regarding strategy and learning agenda.
- Translate qualitative and quantitative insights into actionable takeaways.
- Partner collaboratively with various enterprise partners and channels.
- Support defining and scoping programs for performance improvement.
- Guide and manage the execution of programs to drive performance.
- Review and communicate results of initiatives.
What We're Looking For
- Bachelor's degree in business administration, health administration, public health, marketing or a related field.
- 5 years of experience with program delivery, customer experience strategy, service design and/or business improvement experience.
- Demonstrated ability supporting program delivery from definition to execution and measurement.
- Strong analytical skills.
- Ability to productively collaborate across organizations to drive cross-functional initiatives.
- Excellent planning and organizational skills; ability to meet deadlines while implementing projects.
- Clear and concise oral and written communication skills.
- Familiarity with behavioral / experience design frameworks and their application in healthcare programs.
- Working knowledge of healthcare or clinical concepts and conditions.
Nice to Have
- Master's degree.
- Experience with the CMS Star Rating Program and CAHPS survey measures.
Benefits & Compensation
- Compensation: $86,300 - $118,700 per year.
- Medical, dental and vision benefits.
- 401(k) retirement savings plan.
- Time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave).
- Short-term and long-term disability.
- Life insurance.
Work Mode
This position is hybrid, open to remote candidates or those near Louisville, Kentucky.
Humana is committed to putting health first for teammates, customers, and the company. It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status.
