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Customer Experience and CAHPS Manager

Company: MetroPlus Health Plan
Location: Newark
Posted on: January 15, 2022

Job Description:

About NYC Health + HospitalsMetroPlus Health Plan provides the highest quality healthcare services to residents of Bronx, Brooklyn, Manhattan, Queens and Staten Island through a comprehensive list of products, including, but not limited to, New York State Medicaid Managed Care, Medicare, Child Health Plus, Exchange, Partnership in Care, MetroPlus Gold, Essential Plan, etc. As a wholly-owned subsidiary of NYC Health + Hospitals, the largest public health system in the United States, MetroPlus' network includes over 27,000 primary care providers, specialists and participating clinics. For more than 30 years, MetroPlus has been committed to building strong relationships with its members and providers to enable New Yorkers to live their healthiest life.--Position OverviewThe primary function of the Customer Experience and CAHPS Manager is to provide leadership in developing, implementing, monitoring and coordinating customer experience improvement initiatives that support the goal of improving CAHPS measures across all lines of business. This position will work directly and collaboratively acrossall MetroPlus departments and with Provider groups/facilities to achieve plan goals for improving CAHPS measures. This position will serve as the subject matter expert for CAHPS.Job DescriptionLead the development of root cause analysis, interventions and action plans, project planning, tracking and outcome summary reports.Monitor and analyze CAHPS outcomes to ensure goals, objectives, outcomes are metMonitor for adverse trends, recommend modifications and corrective actions. Develop interim data collection mechanisms to track performanceImplement key initiatives to ensure improvement in the rating of the health plan and regularly monitor these initiatives with leading indicators.Establish coordination of care improvement interventions with MetroPlus internal stakeholders and with facilities to ensure performance improvementCoordinate internally with Network Relations, Quality Management, Case Management, Customer Services, Customer Experience, Analytics to ensure that appropriate interventions for CAHPS improvement are coordinated and measuredPartner with colleagues within facilities to regularly track the progress of improvement initiativesCommunicate CAHPS interventions and results to external entities in accordance with applicable program objectives, policies and procedures.Ensure focus on measures that are important for achieving/maximizing quality incentive programs established by regulatory bodies including but not limited to CMS, NYS DOH, etc.Lead and coordinate CAHPS specific meetings with key external stakeholders (H+H and community partners) with regular frequency to achieve CAHPS goalsProvide reporting to leadership members in Customer Experience and Quality Management and/or health plan leadership on progress of overall CAHPS performanceLead and/or participate in external activities, work groups or committees promoting CAHPS goals.Participate in relevant committees and work groups; make presentations, prepare reports, data or other materials for committee presentation including but not limited to the Quality Management Committee and QAPI.Participate in special projects as neededMinimum QualificationsMaster's Degree in Healthcare Administration, Public Health or any analytical field including Applied Mathematics and Statistics, Finance, Health Care Management or related field.Five to eight years' managed care experience, two to three years' experience in any analytic field.Experience of CAHPS measures and knowledge of HEDIS, QARR, Star reporting processesKnowledge of quality improvement activities such as PDSA preferred.Must have strong working knowledge of Microsoft Office applications including Word, Excel, Access and PowerPoint.Experience with relational databases applications (MS Access, SAS, R) strongly preferred.Ability to lead others on large scale, complex, highly visible projects.Solid analytical skills paired with strong attention to detail. Uses rigorous logic and methods to solve difficult problems with effective solutions.Professional CompetenciesIntegrity and TrustCustomer FocusFunctional/Technical skillsWritten/Oral Communication

Keywords: MetroPlus Health Plan, Newark , Customer Experience and CAHPS Manager, Executive , Newark, New Jersey

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