AVP, Survey Strategy and Behavioral Insights

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 Assistant Vice President (AVP) Survey Strategy and Behavioral Insights leads initiatives aimed at optimizing member experience outcomes in key surveys, including CAHPS (Consumer Assessment of Healthcare Providers and Systems), HOS (Health Outcomes Survey), and NPS (Net Promoter Score).Develops and implements strategies that drive meaningful engagement and improve survey performance among our Medicare Advantage population. Develops and executes innovative strategies to enhance survey response rates and deliver positive outcomes. Applies behavioral science principles, to gain deep insights into member behavior, design targeted education campaigns, and establish feedback loops that directly influence survey scores.

GENERAL DUTIES/RESPONSIBILITIES:
1.    Conducts in-depth analysis of member behavior and response patterns in surveys such as CAHPS, HOS, and NPS, using behavioral science principles. Segment and analyze member groups to identify key drivers and barriers and develop and implement targeted strategies.
2.    Develops and executes targeted member education strategies that focus on increasing member understanding and participation in key surveys.
3.    Drives survey response rates by creating innovative creative communication and outreach strategies, tailored specifically to the needs of Medicare Advantage members.
4.    Monitors and evaluates the effectiveness of implemented strategies, making data-driven adjustments to continuously improve survey participation rates and member satisfaction.
5.    Collaborates across departments, including Quality, Marketing, Clinical, and Member Services, to integrate survey insights into broader organizational strategies.
6.    Ensures communication and educational materials are aligned with behavioral science principles, optimizing their effectiveness in improving member responses and engagement.
7.    Serves as the subject matter expert on survey methodologies, advising senior leadership on strategies to improve survey outcomes. 
8.    Develops and maintains a comprehensive dashboard to monitor and report on key performance indicators related to survey participation and outcomes, ensuring timely insights and actionable data for senior leadership to assess the effectiveness of strategies and track progress against goals
9.    Monitors regulatory requirements and industry best practices for CAHPS, HOS, NPS, and Medicare Advantage programs, ensuring optimal survey performance. 

Job Requirements:

Experience:

• Required: Minimum 10+ years of experience in survey design, execution, and analysis. Minimum 5 years of experience designing and managing large-scale member surveys aimed at improving healthcare experience and outcomes. 5+ years of expertise in survey methodology, member engagement strategies, and behavior science influences on member participation. Experience driving survey response rates through innovative communication and educational initiatives.

• Preferred: Preferred experience within the healthcare or Medicare Advantage industry.

Education:

• Required: Bachelor's degree

• Preferred: MBA, Master’s degree or PhD in a relevant field (Public Health, Behavioral Science, Psychology) preferred.

Training:

• Required:

• Preferred:

Specialized Skills:

• Required:

• Ability to communicate positively, professionally and effectively with others; provide leadership, teach and collaborate with others.
• Proven expertise in applying behavior science to survey strategies, with demonstrated success in improving engagement and outcomes.
• 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 appropria