Senior Manager, Patient Experience

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

📋 Description

• Assist in enhancing Honest Health's strategy for measuring patient experience through the management, analysis, and reporting of CAHPS and patient feedback surveys.

• Act as the primary operational lead and subject matter expert for CAHPS administration tasks across Medicare Advantage, ACO REACH/LEAD, MSSP, and other relevant programs.

• Oversee survey administration, measurement, and performance monitoring activities for designated partners.

• Manage the operations of CAHPS and patient experience surveys, which includes coordinating with vendors, project timelines, survey implementation, and annual administration requirements.

• Create and sustain regular reports, dashboards, scorecards, presentations, and executive reporting packages.

• Examine CAHPS and patient feedback data to uncover trends, opportunities, risks, and actionable insights.

• Take ownership of patient experience reporting and analytics, ensuring the accuracy, consistency, and timely delivery of data.

• Aid in the development of resources, toolkits, and best practices aimed at improving patient experience.

• Collaborate with teams in Quality, Market Operations, Analytics, and patient-facing departments to monitor performance, assess initiatives, and evaluate outcomes.

• Convey performance and insights to external partners and executive leadership.

• Report to the Director of Patient Experience.

• Execute other related tasks as assigned.

⛳️ Requirements

• A bachelor's degree in Healthcare Administration, Public Health, Business, Analytics, or a related discipline.

• More than 5 years of experience in patient experience, healthcare quality, healthcare analytics, survey administration, or performance improvement.

• Familiarity with CAHPS, Medicare Advantage, ACO REACH, MSSP, MIPS, or other value-based care programs.

• Strong skills in analytics, project management, and organization.

• Advanced proficiency in Excel and PowerPoint, including the creation of executive-level presentations and reporting materials.

• Excellent presentation skills and experience in delivering data insights to external audiences is highly desired.

• Proven ability to translate complex data into actionable insights and recommendations.

• Strong written and verbal communication abilities.

• Experience with survey vendors, patient feedback platforms, or healthcare performance reporting is preferred.

• Occasional travel may be necessary.

🏝️ Benefits

• Short-term incentives.

• Comprehensive benefits package.

• Reasonable accommodations for applicants with disabilities.