CAHPS & HOS Program Lead
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Job Description
CAHPS and HOS Program Lead guiding CareSource’s healthcare quality strategy, governance, regulatory compliance, and performance improvement. Leading cross-functional initiatives, vendor governance, and executive program reporting.
Responsibilities:
- Translate leadership direction into enterprise CAHPS and HOS program strategy, multiyear roadmaps, priorities, performance targets, and an integrated portfolio of improvement initiatives
- Serve as subject-matter expert for CAHPS and HOS requirements, methodologies, performance drivers, survey administration, data structures, and industry practices
- Translate regulatory requirements, survey results, consumer insights, and operational performance into enterprise strategies, investment recommendations, and measurable improvement plans
- Provide program-level guidance, mentorship, and subject-matter leadership to team members and cross-functional workstream leads
- Lead complex, interdependent workstreams across business and technical functions, ensuring alignment of scope, documentation, dependencies, risks, and outcomes
- Support development and presentation of program analysis and recommendations to executive sponsors, senior leaders, and governance bodies
- Influence business owners and workstream leads to secure commitments and accountability for actions, milestones, and performance outcomes
- Support operational vendor governance, including performance governance, contract deliverables, data quality, escalations, issue resolution, and service expectations
- Ensure program documentation, controls, and evidence support Quality, NCQA accreditation, audit, and other applicable regulatory requirements
- Recommend program priorities and corrective actions when objectives are not being met; implement approved actions and monitor outcomes
- Represent the team in program meetings
- Perform other job-related duties as requested
Requirements:
- Bachelor's in health care, patient experience, program management or a related field required
- Equivalent years of relevant work experience may be accepted in lieu of required education
- Five (5) years experience working directly with CAHPS, HOS, Stars, or other quality/regulatory programs required
- Five (5) years experience in project or program management, leading complex, cross-functional initiatives required
- Experience in the healthcare industry (e.g., health plan, provider group) required
- Experience with enterprise program governance, vendor governance, strategic planning and roadmap development required
- Demonstrated experience with process improvement methodologies and driving initiatives with measurable outcomes required
- Demonstrated experience with Stars, Quality, and/or NCQA accreditation preferred
- Demonstrated experience in a team lead or mentorship capacity preferred
- Deep knowledge of CAHPS and HOS survey requirements, methodologies, and the drivers of performance
- Strong program management skillset, including the ability to manage scope, schedule, and resources
- Proven ability to interact effectively with all levels of the organization, provide change leadership and gain consensus
- Exceptional written and verbal communication and relationship-building skills
- Knowledge of change management principles and guiding stakeholders through transformation
- Process-driven, adaptable, and agile mindset with a commitment to continuous learning
- Proven ability with Microsoft Office suite, including MS Project, Visio, and SharePoint
- Excellent decision making/problem solving skills
- Excellent critical listening and thinking skills
- Familiarity with AI-enabled tools and emerging technologies
- Bilingual is a plus
- Project Management Professional (PMP) or related certification preferred
- General office environment; may be required to sit or stand for extended periods of time
- Travel is not typically required
Benefits:
- Bonus tied to company and individual performance may be available
- Substantial and comprehensive total rewards package
- Employee total well-being support
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