Director, Stars CAHPS Improvement and Operations

Humana; Louisville (KY); Remote; USD 150,000 - 207,000; Full time

Job summary

An established industry player is seeking a Director for Stars CAHPS Improvement and Operations. This pivotal role involves overseeing the implementation and management of CAHPS initiatives to enhance member experience and satisfaction. You will collaborate with cross-functional teams to drive strategies that improve CAHPS scores while ensuring compliance with regulatory requirements. If you possess strong operational and project management skills, along with an analytical mindset, this opportunity offers a chance to make a significant impact in the healthcare sector. Join a forward-thinking organization committed to putting health first and making a difference in the lives of its members.

Benefits

Medical benefits

Dental benefits

Vision benefits

401(k) retirement savings plan

Paid time off

Short-term disability

Long-term disability

Life insurance

Paid parental leave

Volunteer time off

Qualifications

• 8+ years in Medicare Advantage quality and Stars programs.
• 3+ years of management experience with a focus on performance improvement.

Responsibilities

• Oversee CAHPS initiatives and enhance member experience.
• Monitor CAHPS results and drive continuous improvement strategies.

Skills

Medicare Advantage quality

CAHPS survey methodology

Operational management

Project management

Data analysis

Communication skills

Collaboration

Strategic thinking

Education

Bachelor's Degree

Master's Degree

Job description

Become a part of our caring community and help us put health first
Health Quality and Stars (HQS) is an organization that is responsible for improving health outcomes and advancing the care experience of our members and provider partners through quality solutions. HQS is committed to caring for our customers and delivering high plan quality as rated by the Centers for Medicare and Medicaid Services (CMS).

The CMS Stars quality rating system evaluates Medicare Advantage and Prescription Drug Plans using approximately 40 measures covering preventive care screenings, health condition management, health outcomes, patient experience, and plan operations.

The CMS Stars quality rating system evaluates Medicare Advantage and Prescription Drug Plans using approximately 40 measures covering preventive care screenings, health condition management, health outcomes, patient experience, and plan operations.

The Director, Stars CAHPS Improvement and Operations is responsible for overseeing the implementation, management, and continuous improvement of the Consumer Assessment of Healthcare Providers and Systems (CAHPS) initiatives as part of the CMS Stars Program. This role will focus on enhancing member experience and satisfaction, ensuring compliance with regulatory requirements, and driving strategies to improve CAHPS scores.

Key Responsibilities:

• Serve as an internal expert on CAHPS survey methodology, regulatory changes, and CMS guidance

• Monitor CAHPS results, identify trends and areas of opportunity, and drive continuous improvement

• Accelerate shared accountability for CAHPS improvement by effectively communicating the strategy to the Enterprise to create alignment, inspire action and deliver tangible results

• Develop and maintain a portfolio of improvement initiatives focused on delivering improved member experience and satisfaction, targeting key drivers of CAHPS performance

• Collaborate with cross-functional teams (clinical, customer service, member engagement, analytics) to design, test, and scale interventions that directly impact Star ratings

• Responsible for initiative performance monitoring and development of deep, holistic operational reporting, with regular executive summary roll-up to Stars leadership

• Lead multiple analytics partners to develop robust reporting informing prioritized opportunities for Quality improvement and experience; requires ability to derive insights from large quantities of data

• Develop strategic recommendations for program evolution and policy advocacy, including written summaries and talking points for engagement with CMS, industry groups, and internal stakeholders

• Oversee budget, vendor relationships and project/ program management

• Lead and develop team of high- performing direct reports

Use your skills to make an impact

Required Qualifications

• Bachelor’s Degree

• 8+ years of experience in Medicare Advantage quality, Stars and/or member experience

• 3 years or more of management experience

• Strong operational and project management skills, with a track record of performance improvement

• Experience driving enterprise strategy

• Exceptional communication, collaboration, and influence skills

• Analytical mindset with ability to interpret data and generate strategic insights

Desired Qualifications

• Masters degree

• Deep understanding of CAHPS survey methodology, Stars weighting, and CMS expectations

Additional Information

As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
Satellite, cellular and microwave connection can be used only if approved by leadership.
Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.$150,000 - $206,300 per yearThis job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides 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 and many other opportunities. Application Deadline: 06-01-2025
About us
Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

Equal Opportunity Employer

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. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.