AVP, CAHPS and HOS Strategy

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.

The AVP of CAHPS and HOS Strategy is responsible for leading Alignment Health’s strategy, execution, and performance related to the Consumer Assessment of Healthcare Providers and Systems (CAHPS) and Health Outcomes Survey (HOS) programs. This role ensures that the Alignment Health meets or exceeds CAHPS and HOS performance goals by driving improvements in member experience, analyzing data trends, provider engagement, implementing best practices, and collaborating with internal and external stakeholders.

Job Duties/Responsibilities:

• Develop and lead enterprise-wide strategies to improve CAHPS and HOS scores, overall member experience, and strengthening provider engagement, with the ultimate goal of achieving 5 Star ratings.
• Oversee the administration of CAHPS and HOS surveys, including proxy surveys, ensuring proper survey implementation and management of the data collection processes. 
• Analyze CAHPS and HOS data and performance metrics to identify trends, opportunities for improvement, and develop action plans in partnership with operational leaders and network providers.
• Oversee the design and implementation of member and provider initiatives targeting key CAHPS domains such as getting needed care, getting care quickly, care coordination and customer service.
• Develop a provider playbook of strategies, actions and best practices to adopt when engaging providers, with the goal of driving provider accountability, and measurable improvements in member experience and quality, as captured in the CAHPS and HOS surveys.
• Leverage provider partnerships and high impact providers to drive member experience improvement.
• Develop provider incentives and programs to align providers with 5 Star CAHPS and HOS results.
• Collaborate with cross-functional teams including Stars, Member Services, Member Retention, Network Management and Quality to improve touchpoints impacting member satisfaction.
• Serve as subject matter expert on CAHPS/HOS survey methodologies and regulatory changes, ensuring compliance with CMS guidance at all times.
• Communicate CAHPS and HOS goals, progress, and insights to executive leadership.
• Promote a culture focused on service excellence, empathy, and continuous improvement.

Job Requirements:

Experience:

Required: 10+ years of progressive leadership experience in healthcare quality, member experience, and provider performance improvement. Experience working in health plans, provider organizations, or quality-focused healthcare settings.

Preferred: Deep understanding of CAHPS and HOS methodologies, CMS Star Ratings, and quality improvement frameworks. Proven ability to lead cross-functional initiatives and deliver measurable improvements in member experience.

Education:

Required: Bachelor’s degree in Public Health, Healthcare Administration, Business, or related field

Preferred: Master’s degree preferred

Specialized Skills:

Required:

• Strong data analysis, project management, and communication skills.
• Ability to communicate positively, professionally and effectively with others; provide leadership, teach and collaborate with others.
• Effective written and oral communication skills; ability to establish and maintain a constructive relationship with diverse members, management, employees and vendors;
• Mathematical Skills:  Ability to perform mathematical calculations and calculate simple statistics correctly
• Reasoning Skills:  Ability to prioritize multiple tasks; advanced problem-solving; ability to use advanced reasoning to define problems, collect data, establish facts, draw valid conclusions, and design, implement and manage appropriate resolution.
• Problem-Solving Skills:  Effective problem solving, organizational and time management skills and ability to work in a fast-paced environment.
• Report Analysis Skills:  Comprehend and analyze statistical reports.

Essential Physical Functions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1.  While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms.

2. The employee frequently lifts and/or moves up to 10 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Pay Range: $149,882.00 - $224,823.00

Alignment Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

*DISCLAIMER: Please beware of recruitment phishing scams affecting Alignment Health and other employers where individuals receive fraudulent employment-related offers in exchange for money or other sensitive personal information. Please be advised that Alignment Health and its subsidiaries will never ask you for a credit card, send you a check, or ask you for any type of payment as part of consideration for employment with our company. If you feel that you have been the victim of a scam such as this, please report the incident to the Federal Trade Commission at https://reportfraud.ftc.gov/#/. If you would like to verify the legitimacy of an email sent by or on behalf of Alignment Health’s talent acquisition team, please email [email protected].