Vice President, Quality & Experience (CAHPS/HOS/Ops) – UHC M&R

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

We’re always striving for better. A better way to think. A better way to care. A better way to succeed. As the VP of Quality Strategy & Experience (CAHPS/HOS/Ops Measure Lead), you’ll not only meet and interact with the senior-most leadership, but you’ll have the opportunity to collaborate with them and lead a team to tackle important business initiatives to help people live healthier lives and make the health system work better for everyone. You will help rewrite the future of the health care system ensuring a strong focus on experience. You’ll synthesize data and deliver bold, business savvy ideas to impact the lives of millions. Along with groundbreaking challenge, you’ll have the support and resources of a Fortune 5 company. Join us.

 

The Government Programs Quality team within UnitedHealthcare is accountable for achieving high quality performance across clinical, pharmacy, patient experience, health outcomes and operational metrics for Medicare, Medicaid, and dual special needs plans. The VP of Quality – Experience will have accountability for driving enterprise-wide quality improvements to impact performance on the Consumer Assessment of Healthcare Providers and Systems survey “CAHPS” and Operational Measures. This role also oversees survey strategy for the team ensuring strong execution of official and proxy surveys and distillation of strategic insights through close partnership with our data and reporting teams. This leader must have a passion for taking accountability, diving into the details, assertive collaboration, data and analytics, program strategy and design, and continuous improvement.

 

Minneapolis preferred, however, this role will support the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. 

  

Primary Responsibilities:

• Lead an 18-person team in identifying opportunities, designing strategies and driving execution, internally and across the enterprise, to deliver industry leading performance on Member Experience (CAHPS measures) and administrative and operational measures
• Manage a multi-million-dollar budget, deploy resources for the greatest impact, and develop business cases necessary to secure resources necessary to execute and succeed
• Architect the national strategy and define best practices across the organization for CAHPS, HOS, and Operational improvements
• Synthesize and forecast industry trends, customer needs, competitive threats, survey insights, member experience best practices and internal performance to design industry-leading experience improvement strategies at the member, provider and systems/operational level
• Oversee a disciplined operating model, ensure efficient execution and integration of various programs and capabilities, and support coordination between business strategy, analytics and other cross-functional teams
• Proactively problem solve and remediate risks and manage distinct launch timelines, resourcing needs, and cross-functional stakeholders
• Establish strong relationships with relevant internal and/or external stakeholders (e.g., customer service, OptumRx, marketing, product, providers engagement partners, Optum Health, Sales, Benefit Operations, Affordability, Clinical, Part D, Digital) to drive enterprise accountability for superior performance
• Oversee survey strategy and administration function to ensure surveys are executed flawlessly and support team in resolving any technical, operational, and organizational problems impeding execution of surveys inclusive of the regulatory Consumer Assessment of Health Plans and Systems surveys (CAHPS), the Health Outcomes Surveys (HOS), and other regulated and proxy surveys
• Set and maintain a clear & shared vision for experience management efforts and work with team to execute and track progress against well-defined program and survey strategy roadmap
• Create and communicate consistent reporting on overall performance and induvial programs and strategies to key partners and executives

 

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• 8+ years in a leadership role
• 5+ years of work experience designing and leading large-scale projects/programs across directly managed and partnering teams (preferably with a focus on improving customer experience)
• 5+ years of experience leading business/healthcare strategy and execution across multi-disciplinary teams using operational data, consumer assessments, and other data sources
• 3+ years reviewing, analyzing, and evaluating Medicare products, regulations, and programs
• 3+ years of experience working in Medicare stars and specifically CAHPS, HOS, and Operations measures
• Demonstrated track record of dissecting complicated business problems, simplifying experiences and innovating on behalf of our customers
• Demonstrated experience within large, matrix organizations and delivery of measurable results
• Demonstrated experience engaging State regulators
• Proven experience delivering on Stars ratings
• Advanced proficiency in Excel and PowerPoint
• Exceptional soft/people skills to drive collaboration and partnership execution
• Excellent communication skills
• 20% travel

Preferred Qualifications:

• MBA or equivalent master’s degree
• Demonstrated understanding of consumer philosophies and the healthcare experience

 

 

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

 

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $196,600 to $337,100 annually based on full-time employment. We comply with all minimum wage laws as applicable.

 

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.   

 

 

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.    

 

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.