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The Director, STARS Improvement develops, implements, and manages oversight of the company's Medicare/Medicaid Stars Program. Directs all Stars quality improvement programs and initiatives. The Director, STARS Improvement requires an in-depth understanding of how organization capabilities interrelate across the function or segment.

Humana is seeking a Director, Stars PX Program to lead the survey strategy as a shared capability across CAHPS and HOS. This role will establish clear ownership, governance, and execution discipline so member experience insights are translated into provider, market, and enterprise action that supports Stars performance. The role is intended to resolve current gaps in prioritization, decision-making, and accountability as the PX team centralizes within Stars Operations and scales.

Key Responsibilities

• Lead PX as a centralized shared service across CAHPS and HOS, with accountability for priorities, tradeoffs, outcomes, and execution.

• Establish the PX operating model, including governance, decision rights, prioritization, escalation paths, and operating cadence.

• Translate PX survey insights into provider and market actions that support CAHPS/HOS improvement and Stars performance.

• Lead and develop the PX team, including Transformation, Enablement, Operations, and Market Training/Activation resources.

• Partner with Stars, CAHPS, HOS, Markets, Provider Engagement, Technology, Analytics, Compliance, and vendors to improve reporting, insight quality, survey operations, and provider activation.

• Build a modernization roadmap for the PX survey capability, including reporting, technology dependencies, provider-facing insights, and closed-loop feedback.

• Provide executive-ready updates, risks, recommendations, and performance insights to Trende Reed, Robbie Tindall, and other executive leaders.

Use your skills to make an impact
 

Role Essentials

• Bachelor’s degree

• 8+ years of experience in healthcare, Stars, quality, patient/member experience, operations, program management, product management or transformation

• Experience leading complex, cross-functional work in a matrixed environment

• Experience translating data, survey insights, or operational signals into business action and measurable outcomes

• Strong executive communication, stakeholder management, governance, and operational discipline

Role Desirables

• Experience with Medicare Advantage Stars, CAHPS, HOS, patient/member experience, provider engagement, or healthcare quality improvement

• Experience building closed-loop feedback, insight activation, survey analytics, or provider/market activation capabilities

• Experience with vendor management, healthcare technology, survey operations, product management, or continuous improvement

• Master’s degree, PMP, Six Sigma, agile, or product management experience preferred

Additional Information

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 recommended; 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 meet the business requirements for their position/job.

• Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA 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.

Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with i