MetroPlus Health Plan
CAHPS Director
MetroPlus Health Plan, New York, New York, us, 10261
CAHPS DirectorJob Ref:
110868Category:
ProfessionalDepartment:
QUALITY MANAGEMENTLocation:
50 Water Street, 7th Floor, New York, NY 10004Job Type:
RegularEmployment Type:
Full-TimeHire In Rate:
$150,000.00Salary Range:
$150,000.00 - $165,000.00
Empower. Unite. Care.MetroPlusHealth
is committed to empowering New Yorkers by uniting communities through care. We believe that health care is a right, not a privilege. If you have compassion and a collaborative spirit, work with us. You can come to work being proud of what you do every day.About NYC Health + Hospitals
MetroPlusHealth provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlusHealth network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlus has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.Position Overview:
The CAHPS Director defines and strategically formulates the organization's quality improvement (QI) strategy for member experience metrics, as defined by NCQA and the NYS DOH. The position designs, implements and evaluates QI initiatives and/or data mining/research activities to improve CAHPS performance while working closely with the Customer Experience, Customer Service, Provider Network Operations, Medical Management and other teams to ensure resources are properly allocated to address performance deficiencies in key metrics. The Director is responsible for ensuring a quality strategy that is organized, coordinated, and measured, and designed to maximize performance in the state's Quality Incentive Award (QIA) and CMS' Medicare Star Ratings programs. The Director will supervise 1 FTE, the CAHPS/HOS Lead.Responsibilities:
Defines and strategically formulates MetroPlusHealth's quality improvement (QI) strategy for CAHPS metrics and supports the organizational goal to provide top-tier experience to members.Holds all internal stakeholders accountable for their respective CAHPS-related outcomes and will provide summary of outcomes and deliverables to the Executive Leadership at least quarterly.With the CAHPS/HOS Lead, designs, implements, and evaluates CAHPS surveys (e.g., regulatory surveys, key driver surveys, post-appointment 'pulse' surveys, mock surveys) to drive internal/external QI activities.Drives data analytics efforts to identify improvement areas, understand marketplace and member/provider behaviors, perform root-cause analysis, and evaluate program effectiveness for CAHPS metrics.Synthesizes multiple data streams to develop a comprehensive view of the 'member experience' and identify high-risk members.Identifies industry trends to ensure QI strategy keeps pace with planned or expected changes to state/federal quality reporting programs.Key player in developing member and provider incentives for CAHPS metrics.Aligns internal/external action plans and workstreams with the organization's overarching CAHPS strategy.Evaluates effectiveness of such programs and improvements as needed.Monitors and manages Quality and Performance Improvement Project(s) and other regulatory projects.Evaluates the effectiveness of existing operational metrics, developing new metrics as necessary.Communicates CAHPS strategy and results to quality committees or workgroups.Assists in the maintenance of contract to administer the regulatory CAHPS survey and other mock surveys.Participates in special projects as needed.Minimum Qualifications:
Master's Degree in Healthcare Administration, Public Health or any analytical field.Minimum of 10 years' experience in the health care field, with at least 5 years working with CAHPS or other 'member experience' metrics.Expert knowledge on CAHPS measures; knowledge of HEDIS, QARR, Star reporting processes strongly preferred.Superior oral, written and communications skills.Strong analytical and logical skills with attention to detail.Versatile, quick learner, open to change.Superior project management and documentation skills.Action-oriented, producing results on projects that require risk-taking.Ability to function well independently and in a team setting.Effective and timely decision-making skills.Integrity and fostering honest and trusting relationships.Continuous improvement mindset for customer service.Professional Competencies:
Proficient in Microsoft Word, PowerPoint, Excel, and Access.Demonstrated interpersonal/verbal communication skills.Ability to lead and manage others.Experience with and proficient in data analysis.Familiar with QI process improvement methodologies.Expert in CAHPS, HEDIS, QARR requirements.Analytical skills to collect, organize and present data clearly.Ability to prioritize work to meet deadlines.Demonstrated problem-solving skills.Ability to work in a fast-paced environment with changing priorities.
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110868Category:
ProfessionalDepartment:
QUALITY MANAGEMENTLocation:
50 Water Street, 7th Floor, New York, NY 10004Job Type:
RegularEmployment Type:
Full-TimeHire In Rate:
$150,000.00Salary Range:
$150,000.00 - $165,000.00
Empower. Unite. Care.MetroPlusHealth
is committed to empowering New Yorkers by uniting communities through care. We believe that health care is a right, not a privilege. If you have compassion and a collaborative spirit, work with us. You can come to work being proud of what you do every day.About NYC Health + Hospitals
MetroPlusHealth provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlusHealth network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlus has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.Position Overview:
The CAHPS Director defines and strategically formulates the organization's quality improvement (QI) strategy for member experience metrics, as defined by NCQA and the NYS DOH. The position designs, implements and evaluates QI initiatives and/or data mining/research activities to improve CAHPS performance while working closely with the Customer Experience, Customer Service, Provider Network Operations, Medical Management and other teams to ensure resources are properly allocated to address performance deficiencies in key metrics. The Director is responsible for ensuring a quality strategy that is organized, coordinated, and measured, and designed to maximize performance in the state's Quality Incentive Award (QIA) and CMS' Medicare Star Ratings programs. The Director will supervise 1 FTE, the CAHPS/HOS Lead.Responsibilities:
Defines and strategically formulates MetroPlusHealth's quality improvement (QI) strategy for CAHPS metrics and supports the organizational goal to provide top-tier experience to members.Holds all internal stakeholders accountable for their respective CAHPS-related outcomes and will provide summary of outcomes and deliverables to the Executive Leadership at least quarterly.With the CAHPS/HOS Lead, designs, implements, and evaluates CAHPS surveys (e.g., regulatory surveys, key driver surveys, post-appointment 'pulse' surveys, mock surveys) to drive internal/external QI activities.Drives data analytics efforts to identify improvement areas, understand marketplace and member/provider behaviors, perform root-cause analysis, and evaluate program effectiveness for CAHPS metrics.Synthesizes multiple data streams to develop a comprehensive view of the 'member experience' and identify high-risk members.Identifies industry trends to ensure QI strategy keeps pace with planned or expected changes to state/federal quality reporting programs.Key player in developing member and provider incentives for CAHPS metrics.Aligns internal/external action plans and workstreams with the organization's overarching CAHPS strategy.Evaluates effectiveness of such programs and improvements as needed.Monitors and manages Quality and Performance Improvement Project(s) and other regulatory projects.Evaluates the effectiveness of existing operational metrics, developing new metrics as necessary.Communicates CAHPS strategy and results to quality committees or workgroups.Assists in the maintenance of contract to administer the regulatory CAHPS survey and other mock surveys.Participates in special projects as needed.Minimum Qualifications:
Master's Degree in Healthcare Administration, Public Health or any analytical field.Minimum of 10 years' experience in the health care field, with at least 5 years working with CAHPS or other 'member experience' metrics.Expert knowledge on CAHPS measures; knowledge of HEDIS, QARR, Star reporting processes strongly preferred.Superior oral, written and communications skills.Strong analytical and logical skills with attention to detail.Versatile, quick learner, open to change.Superior project management and documentation skills.Action-oriented, producing results on projects that require risk-taking.Ability to function well independently and in a team setting.Effective and timely decision-making skills.Integrity and fostering honest and trusting relationships.Continuous improvement mindset for customer service.Professional Competencies:
Proficient in Microsoft Word, PowerPoint, Excel, and Access.Demonstrated interpersonal/verbal communication skills.Ability to lead and manage others.Experience with and proficient in data analysis.Familiar with QI process improvement methodologies.Expert in CAHPS, HEDIS, QARR requirements.Analytical skills to collect, organize and present data clearly.Ability to prioritize work to meet deadlines.Demonstrated problem-solving skills.Ability to work in a fast-paced environment with changing priorities.
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