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Humana’s Stars CAHPS (Consumer Assessment of Healthcare Providers & Systems) team is looking for a Program Delivery Lead to strategically identify, develop, and implement programs that positively influence member perception and health outcomes. The role will focus on leveraging insights and analytics to create, optimize, measure and scale member-facing interventions. The role will focus primarily on opportunities driving market and provider engagement and alignment around member outcomes.

Location: remote or if near Louisville hybrid

The Program Delivery Lead is responsible for overseeing the successful execution of Humana’s Stars CAHPS initiatives. This role serves as the primary point of contact for program strategy and delivery, working collaboratively with business owners, experience design, IT, clinical partners, and operational leaders to develop and deploy improvements in member experience and survey outcomes. This role defines program strategy, actionable, market-specific interventions, and facilitates communication among stakeholders to ensure all regions are equipped to achieve elevated member experience results and survey performance.

This role establishes the learning agenda, defines strategic goals and opportunities, manages delivery plans, and monitors program outcomes to ensure alignment with enterprise and market goals. The role requires collaboration, communicating status updates to stakeholders, and proactively addressing issues as they arise. Success in this position is measured by the ability to drive measurable improvements in CAHPS performance, foster teamwork across business segments, and implement solutions that enhance member experience.

The Program Delivery Lead will:

• Function as a CAHPS SME for business partners

• Partner with leaders and market partners regarding strategy and learning agenda

• Synthesize qualitative and quantitative insights into actionable takeaways

• Partner collaboratively with various enterprise partners and channels

• Define and scope programs for performance improvement

• Guide and manage the execution of programs to drive performance

• Review and communicate results of initiatives

• Manage business partner relationships  

Use your skills to make an impact
 

Required Qualifications

• Bachelor's degree in business administration, health administration, public health, marketing or a related field

• 7+ years of experience with program delivery, customer experience strategy, service design and/or business improvement experience

• Experience in provider engagement or provider experience at a market level

• Strong analytical skills, including experience with qualitative and quantitative data

• Experience productively collaborating across organizations to drive cross-functional initiatives

• Demonstrated ability supporting program delivery from definition to execution and measurement

• Excellent planning and organizational skills; ability to meet deadlines while implementing projects

• Clear and concise oral and written communication skills

• Familiarity with behavioral / experience design frameworks and their application in healthcare programs

• Working knowledge of healthcare or clinical concepts and conditions

Preferred Qualifications

• Master’s degree

• Experience with the CMS Star Rating Program and CAHPS survey measures is especially valued

Additional Information

As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule. 

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
Satellite, cellular and microwave connection can be used only if approved by leadership.
Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to