CAHPS & HOS Program Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Convert leadership directives into an enterprise strategy for CAHPS and HOS programs, including multiyear roadmaps, priorities, performance targets, and a cohesive set of improvement initiatives.

• Act as a subject-matter expert on CAHPS and HOS requirements, methodologies, performance drivers, survey administration, data structures, and industry standards.

• Transform regulatory mandates, survey findings, consumer insights, and operational performance into enterprise strategies, investment suggestions, and quantifiable improvement plans.

• Offer program-level guidance, mentorship, and subject-matter expertise to team members and leads across cross-functional workstreams.

• Oversee intricate, interdependent workstreams across business and technical areas, ensuring that scope, documentation, dependencies, risks, and outcomes are aligned.

• Assist in the development and delivery of program analyses and recommendations to executive sponsors, senior leadership, and governance entities.

• Persuade business owners and workstream leads to secure commitments and accountability for actions, milestones, and performance results.

• Facilitate operational vendor governance, which includes performance oversight, contract deliverables, data quality, escalations, issue resolution, and service expectations.

• Ensure that program documentation, controls, and evidence comply with Quality, NCQA accreditation, audits, and other relevant regulatory standards.

• Suggest program priorities and corrective measures when objectives fall short; execute approved actions and track outcomes.

• Represent the team in program meetings.

• Carry out other job-related responsibilities as assigned.

⛳️ Requirements

• A Bachelor's degree in health care, patient experience, program management, or a related discipline is required.

• Equivalent relevant work experience may be accepted in lieu of the educational requirement.

• A minimum of five (5) years of experience directly involving CAHPS, HOS, Stars, or other quality/regulatory programs is required.

• A minimum of five (5) years of experience in project or program management, leading complex, cross-functional initiatives is required.

• Experience in the healthcare sector (e.g., health plans, provider groups) is required.

• Expertise in enterprise program governance, vendor governance, strategic planning, and roadmap creation is required.

• Proven experience with process improvement methodologies and driving initiatives with measurable outcomes is required.

• Demonstrated experience with Stars, Quality, and/or NCQA accreditation is preferred.

• Experience in a team lead or mentorship role is preferred.

• Comprehensive knowledge of CAHPS and HOS survey requirements, methodologies, and performance drivers.

• Strong program management abilities, including the capacity to manage scope, timelines, and resources.

• Proven capability to interact effectively with all organizational levels, provide change leadership, and build consensus.

• Excellent written and verbal communication and relationship-building skills.

• Understanding of change management principles and guiding stakeholders through transformations.

• A process-driven, adaptable, and agile mindset with a dedication to continuous learning.

• Proficiency in the Microsoft Office suite, including MS Project, Visio, and SharePoint.

• Strong decision-making and problem-solving skills.

• Excellent critical listening and analytical thinking abilities.

• Familiarity with AI-driven tools and emerging technologies.

• Bilingual proficiency is a plus.

• Project Management Professional (PMP) or related certification is preferred.

• General office environment; may require prolonged periods of sitting or standing.

• Travel is generally not required.

🏝️ Benefits

• Bonus opportunities linked to company and individual performance may be available.

• A substantial and comprehensive total rewards package.

• Support for employee total well-being.