Senior Director of CAHPS/HOS Strategy and Performance - Remote

Requisition Number: 2391246
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 optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together
The Senior Director of CAHPS / HOS Strategy & Performance serves as the strategic lead and business owner for assigned CAHPS and HOS measures, driving performance through member and provider initiatives. This role is responsible for developing and overseeing execution of experience strategies designed to improve CAHPS, HOS, and related quality outcomes through provider engagement, member outreach, operational improvement, analytics, and cross-functional collaboration.
The Senior Director partners closely with national and regional leaders, provider-facing teams, quality teams, analytics partners, cross-functional partners, and leadership to identify opportunities, prioritize investments, and accelerate performance. This leader will oversee a team of 4-8 employees and provide leadership across a complex, matrixed environment to achieve organizational quality, experience, and Stars goals.
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.
Primary Responsibilities:

• Lead the development and execution of CAHPS/HOS strategies, performance roadmaps, and measure-level priorities to improve member experience, quality outcomes, provider performance, and Medicare Stars results
• Serve as a subject matter expert in CAHPS, HOS, member/patient experience, provider engagement, and performance improvement methodologies
• Develop and oversee member engagement and outreach strategies across multiple channels to improve experience, health outcomes, and survey performance
• Identify and implement operational improvement opportunities that drive measurable quality and experience outcomes
• Build and maintain strong partnerships with internal stakeholders, cross-functional teams, providers and vendors, to ensure strategic alignment, effective decision-making, and execution readiness
• Lead cross-functional teams in the design and implementation of strategic programs, operational initiatives, and technology-enabled solutions
• Establish and monitor key performance indicators, leveraging analytics and insights to drive performance improvement and accountability
• Oversee business planning, budget management, resource allocation, and vendor performance for assigned measures, programs, and initiatives
• Recruit, develop, and lead a high-performing team that fosters accountability, collaboration, consumer-first thinking, and continuous improvement
• Represent the organization in executive forums and key stakeholder engagements while assuming responsibility for assigned measures, programs, strategic initiatives, and evolving business priorities

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:

• Bachelor's degree or equivalent experience
• 7+ years of experience in healthcare quality, Stars, member/customer experience, provider engagement, healthcare operations, or related fields
• 5+ years of leadership experience leading teams and/or complex cross-functional initiatives
• Proficiency with Microsoft Office Suite and reporting, analytics, and business intelligence tools
• Proven ability to develop and execute strategies that drive measurable business, quality, and customer experience outcomes
• Proven consumer-first mindset and growth orientation, with a passion for improving member experience, challenging the status quo, and driving continuous improvement
• Proven solid strategic thinking, problem-solving, and decision-making skills, with a track record of identifying operational efficiencies and maximizing impact with limited resources
• Proven solid analytical skills, including the ability to interpret data, generate insights, and translate findings into actionable recommendations and executive-level communications
• Proven solid executive communication, stakeholder management, and influence skills within complex, matrixed organizations

Preferred Qualifications:

• Experience with Medicare Stars, CAHPS, HOS, or quality improvement programs
• Experience leveraging Voice of the Customer feedback, member insights, and experience data to identify pain points and drive meaningful improvements
• Knowledge of Medicare Advantage, managed care, provider networks, and value-based care
• Solid understanding of consumer behavior and the ability to shape perceptions, influence behaviors, and drive engagement

*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 $159,300 - $273,200 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.