Senior Program Delivery Professional/Stars Member Experience and Outreach - CAHPS

San Antonio, Texas, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

Candidates must possess a Bachelor's degree in business administration, health administration, public health, marketing, or a related field, coupled with at least 5 years of experience in program delivery, customer experience strategy, service design, or business improvement. Strong analytical skills, the ability to collaborate effectively across organizations, excellent planning and organizational skills, and clear communication abilities are essential. Familiarity with behavioral/experience design frameworks in healthcare programs and a working knowledge of healthcare or clinical concepts are also required.

Responsibilities

The Senior Program Delivery Professional will strategically identify, develop, and implement programs to improve member perception and health outcomes, leveraging insights and analytics to create, optimize, measure, and scale member-facing interventions. This role involves overseeing the definition and execution of Humana’s Stars CAHPS initiatives, acting as the primary point of contact for program strategy and delivery, and collaborating with various enterprise partners. Responsibilities include establishing the learning agenda, defining strategic goals, managing delivery plans, monitoring program outcomes, communicating status updates, and proactively addressing issues to drive measurable improvements in CAHPS performance and enhance member experience.

Skills

Program Delivery

Member Experience

Outreach

CAHPS

Insights and Analytics

Intervention Development

Performance Improvement

Stakeholder Communication

Cross-functional Collaboration

Strategic Planning

Project Management

Humana

Health insurance provider for seniors and military

About Humana

Humana provides health and well-being services, focusing on Medicare Advantage plans for seniors, military personnel, and communities. Their plans include HMO, PPO, and PFFS options, designed to improve health outcomes through comprehensive and flexible coverage. Humana's revenue comes from government contracts and member premiums, and they aim to maintain high renewal rates by offering quality service and competitive benefits. The company stands out by fostering a culture of inclusivity and belonging among its employees, while also ensuring accessibility for all members, including offering free language interpreter services. Humana's goal is to deliver value to its members through an extensive provider network and innovative health solutions.

Louisville, KentuckyHeadquarters

1961Year Founded

IPOCompany Stage

Social Impact, HealthcareIndustries

10,001+Employees

Risks

Potential over-reliance on AI could disrupt operations if systems fail or are compromised.

Rising medical costs and tightening Medicare reimbursements may strain financial performance.

Leadership change with new CEO Jim Rechtin could lead to strategic disruptions.

Differentiation

Humana is a leader in Medicare Advantage plans, focusing on seniors and military personnel.

The company emphasizes inclusivity, offering free language interpreter services for accessibility.

Humana leverages AI and cloud technologies through a partnership with Google Cloud.

Upsides

Humana's investment in Healthpilot enhances digital enrollment for Medicare options.

The company is the first insurer to cover TMS therapy for adolescent depression.

Humana's focus on value-based care aims to improve outcomes for kidney disease patients.

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