Senior Director, CAHPS & Member Experience Strategy (Remote)

UnitedHealthcare; Minnetonka (MN); Hybrid; USD 159,000 - 273,000; Full time

Job summary

UnitedHealthcare is seeking a Senior Director of CAHPS/HOS Strategy & Performance to lead experience initiatives, engage providers, and driveStars results. You will oversee measure priorities, analytics, and cross-functional collaboration in a matrixed environment.

The role requires strong leadership, strategic thinking, and executive communication skills, with remote/hybrid flexibility across the U.S. and in-office expectations in certain markets.

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

Responsibilities

• Lead the CAHPS/HOS strategy, performance roadmaps, and measure-level priorities to improve member experience and Medicare Stars results
• Serve as subject matter expert in CAHPS, HOS, member experience, provider engagement, and performance improvement methodologies
• Develop and oversee member engagement and outreach strategies across channels
• Identify and implement operational improvement opportunities that drive quality and experience outcomes
• Build partnerships with internal stakeholders, cross-functional teams, providers and vendors
• Lead cross-functional teams in program design and implementation
• Establish and monitor KPIs, using analytics to drive performance
• Oversee budget, resource allocation, and vendor performance for measures and initiatives
• Recruit, develop, and lead a high-performing team focused on accountability and continuous improvement
• Represent the organization in executive forums and stakeholder engagements with assigned programs

Skills

Communication

Leadership

Analytical skills

Strategic thinking

Stakeholder management

Executive communication

Problem solving

Microsoft Office

BI tools

Tools

Microsoft Office

BI tools

Job description

UnitedHealthcare is seeking a Senior Director of CAHPS/HOS Strategy & Performance to lead experience initiatives, engage providers, and driveStars results. You will oversee measure priorities, analytics, and cross-functional collaboration in a matrixed environment.

The role requires strong leadership, strategic thinking, and executive communication skills, with remote/hybrid flexibility across the U.S. and in-office expectations in certain markets.