Program Manager, Duals Customer Experience

Site: Mass General Brigham Health Plan Holding Company, Inc.

 

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

 

 

Job Summary

Mass General Brigham Health Plan is an exciting place to be within the healthcare industry. As a member of Mass General Brigham, we are on the forefront of transformation with one of the world’s leading integrated healthcare systems. Together, we are providing our members with innovative solutions centered on their health needs to expand access to seamless and affordable care and coverage.

Our work centers on creating an exceptional member experience – a commitment that starts with our employees. Working with some of the most accomplished professionals in healthcare today, our employees have opportunities to learn and contribute expertise.

We are pleased to offer competitive salaries and a benefits package with flexible work options, career growth opportunities, and much more

The Program Manager, Dual Eligible Special Needs Plan (D-SNP) Customer Experience will lead the design and implementation of our Customer Advisory Board (CAB) program and Voice of the Customer (VoC) program, specifically focused on Dual Eligible Special Needs Plan (D-SNP) members. This role will ensure that the voice of future DSNP members is heard and integrated into strategic decisions to improve health outcomes, service delivery, and member experience.

The Team You're Joining 

The Mass General Brigham Health Plan Digital and Customer Experience team believes that by meeting our customers' needs with intuitive, impactful, and inclusive solutions, we will earn their loyalty, drive continuous improvement, and achieve growth across the organization. More simply stated, we are a team of passionate people who want to improve the lives of our members. Belief in a better healthcare system is core to what drives us, and we hope it is what drives you too.

Our team’s guiding principles are to improve lives, design for ease, and build for scale. Everything we do is filtered through that lens and our solutions must meet the bar of being desirable for our customers, viable for our business, and feasible to implement. If you’re interested in joining a team of passionate and customer-focused innovators, we would love to have you.

 
Role Description 

The Program Manager, Dual Eligible Special Needs Plan Customer Experience will lead the design and implementation of our Customer Advisory Board (CAB) program and Voice of the Customer (VoC) program, specifically focused on Dual Eligible Special Needs Plan (D-SNP) members. This role will ensure that the voice of D-SNP members is heard and integrated into strategic decisions to improve health outcomes, service delivery, and member experience.

Key Responsibilities 

-Design, implement, and manage an ongoing Consumer Advisory Board (CAB) program tailored for the unique needs the Duals population. 
-Identify, recruit, and retain a representative group of members who reflect the needs of both our Senior Care Options (SCO) and One Care Duals population. 
-Organize, coordinate and manage logistics for quarterly CAB meetings, both virtual and in-person, including accessibility, transportation, and interpretation services 
-Develop and work cross-functionally to create materials to inform and recruit members of this opportunity as well as ongoing member and stakeholder communication. 
-Facilitate meaningful discussions with CAB participants to uncover needs, expectations, challenges, barriers, and improvement opportunities. 
-Develop detailed post-meeting summaries and feedback loops to ensure transparency and ongoing engagement. 
-Collaborate cross-functionally with Quality, Compliance, Product, Clinical, Marketing, Digital, Sales and Customer Service to ensure insights from the CAB drive actions and meet CMS and state regulatory requirements.  
-Align CAB outcomes with health equity, member satisfaction (CAHPS/HOS), and STAR rating goals. 
-Develop and implement tracking system to monitor CAB activities, achievements and outcomes to meet CMS and state regulatory requirements. 
-Develop and implement ongoing Voice of the Customer (VoC) measurement program for D-SNP population, supporting collaboration across departments and socialization of findings. 
-Other duties as assigned with or without accommodation. 

 

Qualifications<