CAHPS Program Manager

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers. 

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing.

CAHPS Program Manager

Why We Have This Role

Addressing rapid growth within healthcare that requires expertise in regulatory programs for patient experience as well as payers. This position would serve as a liaison between the client and Qualtrics technical teams to define program specs, perform and track required quality checks, prepare and submit quarterly data and ensure clients and Qualtrics are in compliance with CAHPS protocols. 

How You’ll Find Success

You will know you are doing a great job when you:

• Lead Payor CAHPS Programs including data quality, successful tracking and documentation from project conception through initial report deliverables/data submission
• Run timelines, communications and expectations of program governance committees,
• Coordinate and advise on various project activities throughout the life of a project
• Successfully lead the end to end walk through of data records for annual audits
• Responsible for QA of CAHPS data and submission
• Be proficient in use of the Excel, XML and common data file formats. SPSS is a plus.

How You’ll Grow

As you grow in this role, there will be opportunities to coach and lead other data analysts as they begin their careers, including teaching technical, research, and client management skills as well as mentoring on longer term career goals. 

In combination with the core duty of managing CAHPS data programs, our Data Analysts also have the opportunity to work on side projects of their choosing that will help to make the team a better environment, as well as to help it run more efficiently and expand our team’s capabilities. As Qualtrics continues its exponential growth so does the Regulatory team, and that means a need for scalable processes, continued innovation on our offer, and constant revisions to the current practices in order to fine tune and better our operations.

• You will grow in this role by immersing yourself in healthcare and becoming a Subject Matter Expert in data quality for CAHPS Regulatory programs.
• Leading and enabling others to take ownership of particular programs.
• Building quality tools that create efficiency and drive quality, allowing teams to scale as healthcare sector grows.

Things You’ll Do

• Pre-Sales Activity: Assist Sales Team with questions related to CAHPS programs and compliance. Provide basic price quoting for CAHPS programs and implementation.
• Post-Sale Delivery: Partner with Qualtrics or Partner implementation teams to oversee the CAHPS implementation process, ensure all guidelines are met and design appropriate sampling plans based on historical trends and project scope.Establish and Monitor client sampling in accordance with regulatory guidelines
• Oversee data requirements for new CAHPS clients
• Track all required quality checks
• Manage data quality in preparation for data submission
• Communicate any required CAHPS updates to clients or client teams
• Assist in monitoring websites for individual CAHPS program updates and trainings
• Attend required CAHPS trainings
• Assist in maintaining CAHPS QAP documentation
• Assist in maintaining CAHPS training documentation
• Assist in preparing for and participate in annual CAHPS audits

What We’re Looking For On Your Resume

• Bachelor’s degree
• 3-5 years in project management, data reporting and/or Regulatory program oversight 
• Superb communication and project management skills
• Comfortable in a fast-pace, and highly competitive environment
• Ability to communicate clearly and pleasantly through both written and spoken mode
• Able to analyze response data and report back to clients for actioning.

• 1-2 years of experience in program oversight in a healthcare related environment preferred.
• Knowledge and experience with government regulatory programs
• Experience in execution of many aspects of CX program delivery, including: survey design and execution, data analysis, dashboard and reporting, making best practice recommendations specific to CAHPS
• Bachelor’s degree in business, healthcare administration, or other research-oriented field. 

What You Should Know About This Team

• The Regulatory Team collaborates cross functionally with many different areas of the organization to brainstorm, troubleshoot and innovate to meet customer needs.
• The team works closely with our Product and Engineering teams to design and test new technology features to meet changing programs requirements 

Our Team’s Favorite Perks and Benefits

• Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
• Qualtrics Experience Program - $1,500 for an experience of your choosing (eligible after a year)
• On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our office
• We believe in sharing Qualtrics success which is part of the compensation for all employees
• To learn more about what we value read about it directly from our employees Qualtrics Life stories