Director, CAHPS Performance

Role Overview

• Develop and execute an enterprise-wide CAHPS improvement strategy, aligned with CMS Star Ratings, NCQA, Medicaid, and Marketplace requirements.
• Integrate CAHPS performance into broader organizational member experience and growth strategies.
• Serve as the organization’s expert on CAHPS methodology, benchmarks, and best practices.
• Lead cross-functional initiatives that directly improve CAHPS measures such as Getting Needed Care, Getting Care Quickly, Care Coordination, and Rating of Health Plan.
• Translate member survey insights into actionable operational and clinical interventions.
• Collaborate with IEHP’s provider network leadership team to align practice transformation and clinical workflows with CAHPS improvement goals.
• Design and deliver training and toolkits to empower providers and staff in improving member experience.
• Partner with member services, care management, and quality teams to ensure member-first interactions.
• Direct the development of dashboards and reporting tools to track CAHPS performance in near real-time.
• Use data to identify trends, disparities, and opportunities for targeted interventions.
• Regularly report performance to executive leadership, and other key stakeholders.
• Build, coach, and lead a cross-functional CAHPS improvement team through influence and partnerships.
• Foster a culture of accountability, empathy, and member-centered care across the organization.
• Hire, train, and manage support staff, while monitoring and evaluating outcomes.
• Conduct performance reviews of each Team Member within IEHP guidelines.
• Perform any other duties as required to ensure Health Plan operations and department business needs are successful.

Requirements

• A minimum of eight (8) years of progressive leadership experience in health plan quality, member experience, or related roles required.
• Proven success in designing and implementing CAHPS/member experience improvement strategies required.
• Bachelor’s degree in healthcare administration, public health, business, or related field from an accredited institution required.
• Master’s degree in healthcare administration, public health, business, or related field from an accredited institution preferred.
• Deep knowledge of CAHPS survey methodology, Star Ratings, and Medicaid quality requirements.
• Member-centered mindset, with passion for improving care experiences.
• Strong analytical, communication, and change management skills.
• Data-driven and outcomes-focused.
• Ability to lead cross-functional initiatives and influence at all levels of the organization.
• Strategic and operational balance: able to set vision while driving execution.
• Collaborative leader skilled at provider and stakeholder engagement.

Benefits

• Competitive salary
• State of the art fitness center on-site
• Medical Insurance with Dental and Vision
• Life, short-term, and long-term disability options
• Career advancement opportunities and professional development
• Wellness programs that promote a healthy work-life balance
• Flexible Spending Account – Health Care/Childcare
• CalPERS retirement 457(b) option with a contribution match
• Paid life insurance for employees
• Pet care insurance