Location: remote or if near Louisville hybrid
The Program Delivery Senior Professional is responsible for overseeing the successful definition and execution of Humana’s Stars CAHPS initiatives that drive CAHPS performance. This role serves as the primary point of contact for program strategy and delivery, working collaboratively with business owners, experience design, IT, clinical partners, and operational leaders to develop and deploy improvements in member experience and survey outcomes. This role establishes the learning agenda, defines strategic goals and opportunities, manages delivery plans, and monitors program outcomes to ensure alignment with enterprise goals. The role requires collaboration, communicating status updates to stakeholders, and proactively addressing issues as they arise. Success in this position is measured by the ability to drive measurable improvements in CAHPS performance, foster teamwork and influence across business segments, and implement solutions that enhance member experience.
The Senior Program Delivery Professional will:
Function as a CAHPS SME for business partners
Support leaders and business partners regarding strategy and learning agenda
Understand qualitative and quantitative insights into actionable takeaways
Partner collaboratively with various enterprise partners and channels
Support defining and scoping programs for performance improvement
Guide and manage the execution of programs to drive performance
Review and communicate results of initiatives
Bachelor's degree in business administration, health administration, public health, marketing or a related field
5 years of experience with program delivery, customer experience strategy, service design and/or business improvement experience
Demonstrated ability supporting program delivery from definition to execution and measurement
Ability to productively collaborate across organizations to drive cross-functional initiatives
Excellent planning and organizational skills; ability to meet deadlines while implementing projects
Clear and concise oral and written communication skills
Familiarity with behavioral / experience design frameworks and their application in healthcare programs
Working knowledge of healthcare or clinical concepts and conditions.
Experience with the CMS Star Rating Program and CAHPS survey measures is especially valued
As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.
To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
Satellite, cellular and microwave connection can be used only if approved by leadership.
Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
Work from a dedicated space lacking ongoing interruptions to HIPAA information.
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.
Originally posted on Himalayas
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