Stars Call Strategy & Performance Program Delivery Lead

Overview

Become a part of our caring community and help us put health first

Health Quality and Stars (HQS) is an organization that is responsible for improving health outcomes and advancing the care experience of our members and provider partners through quality solutions. HQS is committed to caring for our customers and delivering high plan quality as rated by the Centers for Medicare and Medicaid Services (CMS).

The CMS Stars quality rating system evaluates Medicare Advantage and Prescription Drug Plans using approximately 40 measures covering preventive care screenings, health condition management, health outcomes, patient experience, and plan operations.

The Health Quality and Stars team is seeking a Program Delivery Lead to drive new ways of working and resource optimization focused on live agent calls. This leader will own the strategy and roadmap for use of live agent call teams to create efficiencies and maximize results partnering closely with leaders across the Stars Operations team and critical partners within the enterprise.

This leader will co-develop shared objectives, creating alignment on strategic direction and prioritization of focus areas for optimization of live agents for Stars.

• Acquire deep understanding of how live agents are used for Stars across multiple teams, map the process for prioritization, define service agreements, enhance reporting and strengthen collaborative partnerships

• Develop and maintain a portfolio of improvement opportunities, efficiency tactics, and test initiatives focused on delivering improved member engagement

• Conduct test and learn initiatives to prove new capabilities and determine effectiveness of solutions

• Oversee complete lifecycle of test and learn projects (idea through implementation)

• Serve as product development lead testing into new tools and technology

• Connect the organization to external thinking, trends, and best practices

• Create collaborative working relationships with teams within and outside HQS

• Demonstrate ability to influence multiple stakeholders at all organizational levels

• Bachelor’s Degree

• 7+ years of experience operational oversight, innovation, program management and/ or product development experience

• Experience aligning business strategy, program objectives, and product strategies to include developing/executing multi-year roadmaps that quantify business value

• Experience establishing/managing complex programs by effectively leading cross-functional teams and demonstrated ability to manage and influence stakeholders across the Enterprise

• Strong ability to understand business strategy/outcomes and partner with product leaders to deliver desired value

• Proven skills in analyzing data trends and identifying performance improvement opportunities

• Strong attention to detail and focus on customer and associate experience

• Demonstrated ability to articulate ideas effectively in both written and oral forms

• Effective facilitator – direct collaborative efforts amongst business, analytics and technology partners

• Master’s Degree

• Medicare Stars experience

• Experience improving consumer experiences through product/program development

As part of our hiring process for this opportunity, we will be using an interviewing technology called Hire Vue to enhance our hiring and decision-making ability. Hire Vue 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…