Director, Patient Experience

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Requirements:

• CAHPS experience with Medicare Advantage and/or ACO REACH (Realizing Equity, Access, and Community Health)
• At least 5 years in patient engagement or experience improvement within healthcare
• 7+ years experience working with health care providers, payers, or vendors
• Detailed-oriented and have strong project management skills
• Exceptional communicator through multiple means, including written, oral, presentation slides
• Data-driven and use data to make strategic decisions

Responsibilities:

• Oversee the administration of the Official CAHPS survey for ACO REACH (Realizing Equity, Access, and Community Health).
• Identify a method for measuring CAHPS performance for Medicare and ACO REACH throughout the year.
• Create CAHPS improvement toolkits for practices.
• Be the voice of the patient to inspire improvement and develop differentiated experiences for the people we serve.
• Take the insights and feedback you have developed and lead the change by creating actionable improvement with internal departments and joint-venture partners, measuring the success.
• Collaborate across the organization to develop a patient experience approach from onboarding, ongoing engagement, and retention.
• Perform other related duties as assigned