Stars Experience Manager — Medicare Advantage Impact

CareFirst, Inc.; Baltimore (MD); On-site; USD 108,000 - 200,000; Full time

Job summary

CareFirst, Inc. in Baltimore, MD seeks a Manager, Stars (Member Experience) to lead a team and drive cross-functional programs that improve member experience and CAHPS/Star ratings for Medicare Advantage plans.

The role analyzes CAHPS, Pulse, complaints, and call center data to shape strategy; oversees enterprise CAHPS initiatives; partners with CMS/BCBSA to implement regulatory changes and scale Medicare Advantage solutions across lines of business.

Qualifications

• Bachelor's degree in a related field; 5 years in a healthcare payor environment and 1 year of supervisory or progressive leadership experience.
• Experience leading CAHPS strategy and Medicare Advantage Stars initiatives.
• Strong data analysis, cross-functional leadership, and stakeholder management skills.

Responsibilities

• Lead a team responsible for member experience improvement in a matrixed organization.
• Develop and oversee enterprise CAHPS strategy and initiatives.
• Analyze CAHPS, Pulse, complaints, grievances, and call data to shape strategy.
• Own cross-functional relationships to drive improvement across functions.
• Develop provider engagement strategy for CAHPS improvement.
• Oversee member experience surveys including regulatory and non-regulatory.
• Scale Medicare Advantage solutions for member experience across lines of business.
• Recruit, coach, and develop a high-performing team and manage budget.

Skills

CAHPS analysis

Data analysis

Stakeholder management

Regulatory compliance

Team leadership

Executive presentation

Education

Bachelor's Degree

Master's in Business Administration

Master's in Health Administration

Master's in Public Health

Job description

CareFirst, Inc. in Baltimore, MD seeks a Manager, Stars (Member Experience) to lead a team and drive cross-functional programs that improve member experience and CAHPS/Star ratings for Medicare Advantage plans.

The role analyzes CAHPS, Pulse, complaints, and call center data to shape strategy; oversees enterprise CAHPS initiatives; partners with CMS/BCBSA to implement regulatory changes and scale Medicare Advantage solutions across lines of business.