Stars & Member Experience Manager — Medicare 4-Star Strategy

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

Job summary

CareFirst BlueCross BlueShield seeks a Manager, Stars (Member Experience) to lead a team responsible for designing, launching, and executing programs that enhance member experience and retention to achieve 4 Star Ratings in Medicare Advantage plans. The role emphasizes cross-functional leadership, data-driven strategy, and collaboration with CMS and other partners.

The position requires a Bachelor's degree or equivalent experience with 5+ years in a healthcare payer environment, including

Qualifications

• Education: Bachelor's Degree minimum; 4 additional years of related work experience if no Bachelor's.
• Experience: 5+ years in a healthcare payer setting; 1 year supervisory experience in Government Programs.

Responsibilities

• Lead and develop a team driving member experience improvements across a matrixed organization.
• Develop and oversee strategy for enterprise CAHPS initiatives and related programs.
• Analyze CAHPS, Pulse survey, complaints and call data to shape strategy and actions.
• Own cross-functional relationships; engage with CMS, BCBSA, and partners on Stars improvements.
• Oversee STARS-related surveys for all lines of business and regulatory programs.

Skills

CMS Stars knowledge

Medicare Advantage experience

Stakeholder presentations

Matrixed environment collaboration

Education

Bachelor's Degree OR equivalent experience

Job description

CareFirst BlueCross BlueShield seeks a Manager, Stars (Member Experience) to lead a team responsible for designing, launching, and executing programs that enhance member experience and retention to achieve 4 Star Ratings in Medicare Advantage plans. The role emphasizes cross-functional leadership, data-driven strategy, and collaboration with CMS and other partners.

The position requires a Bachelor's degree or equivalent experience with 5+ years in a healthcare payer environment, including