Stars Experience & Access Manager

At Devoted Health, we’re on a mission to dramatically improve the health and well-being of older Americans by caring for every person like family. That’s why we’re gathering smart, diverse, and big-hearted people to create a new kind of all-in-one healthcare company — one that combines compassion, health insurance, clinical care, service, and technology - to deliver a complete and integrated healthcare solution that delivers high quality care that everyone would want for someone they love. Founded in 2017, we've grown fast and now serve members across the United States.  And we've just started. So join us on this mission!

Job Description

A bit about this role: 
 

As the Stars Experience & Access Manager, you’ll be joining the Medicare Stars Program team at Devoted. Star Ratings  are the way CMS grades Medicare Advantage plans on quality performance and this team drives Devoted’s overall performance. A key subset of the program focuses on Access & Experience (i.e. CAHPS survey, HOS survey, core operational measures) and are critical to achieving high performance.This role will be highly dynamic and critical to scaling our evolving Stars - Experience & Access strategy and program. You’ll manage foundational program elements (vendor & survey operations, provider performance tools & resources, and broader initiative management) to maintain and improve our Star performance. Simultaneously, you’ll build our program’s analytic & insights engine so we are able to easily spotlight issues and monitor performance within markets and across Devoted as we rapidly scale.

Your responsibilities and impact will include:

Data Analysis & Insight Generation 

• Execute analysis and insight generation from CAHPS simulation survey & pulse surveys - market, measure-level 

• Evaluate and quantify potential impact of industry/organization shifts on measure performance to inform organizational trade-offs 

• Develop succinct and targeted deliverables to drive value and engagement with cross-functional partners and market/provider network leaders 

Program Management

• Maintain and advance provider performance program to support improvement across provider groups

• Manage vendor reporting processes; manage roll-out with internal operations & tech teams

• Enhance & maintain tools and resources (e.g. playbook, tip sheets)

• Drive integration of insights into provider reporting in collaboration with Star team

• Develop strategies and tactics to improve HOS (Health Outcomes Survey) measure performance

• Manage and execute organizational CAHPS initiatives

• Oversee newly in-house survey capabilities, project manage first use-case and develop roadmap to integrate functionality  broadly across organization

• Conduct annual CAHPS readiness activities (e.g. trainings, member communications plans, etc).

Vendor Management

• Responsible for day-to-day management of regulatory survey and insights vendors. 

• Drive value of vendor partnerships by increasing accountability & quality of deliverables, thoughtfully applying insights generated to our work 

• Manage budget, reporting, and contracting processes.

Required skills and experience:

• 5+ years of professional experience in managed care, consulting, technology, or similar environment

• 2+ years in roles that required analytical problem-solving and interpretation of data

• Strong track record of operational execution &  program management

• Analytic Rigor - proficiency in extracting insights from both structured and unstructured data

• Desire to work in a cross-functional,  fast-paced startup environment 

• This position can be based in our Waltham, MA office — or remote. Ideal candidate must work an EST work schedule.

Desired skills and experience:

• MBA/MPH

• Experience working  in healthcare industry (payer, provider, health tech) and/or Voice of Customer program development/operations

Salary range: $76,000 - $126,000 / year

Our ranges are purposefully broad to allow for growth within the role over time. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

Our Total Rewards package includes:

• Employer sponsored health, dental and vision plan with low or no premium

• Generous paid time off

• $100 monthly mobile or internet stipend

• Stock options for all employees

• Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles

• Parental leave program

• 401K program

• And more....

*Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.

Healthcare equality is at the center of Devoted’s mission to treat our members like family.  We are committed to a diverse and vibrant workforce. 

Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.

As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.