Partnership HealthPlan of California · 2 hours ago
Director of Member Experience
Chico, CA, US
Full-time
Onsite
Senior Level, Lead/Staff
$180K/yr - $243K/yr
8+ years expPartnership HealthPlan of California is seeking a Director of Member Experience who will be responsible for designing and executing strategies to enhance member experience and improve CAHPS performance. The role involves leading initiatives that integrate member insights into operational and clinical interventions, ensuring compliance with regulatory standards while fostering a member-centric culture.
Health CareInsuranceNon Profit
Responsibilities
Develop and execute an enterprise-wide CAHPS improvement strategy, aligned with CMS Star Ratings, NCQA, and Medicaid 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
Translate member survey and focus group insights into actionable operational and clinical interventions
Collaborate with Partnership’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, quality, and other teams to identify opportunities for and 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 Partnership guidelines
Other duties as assigned
Qualification
Required
Bachelor's degree in healthcare administration, public health, business, psychology, or a related field from an accredited institution required
Minimum of eight (8) years of progressive leadership experience in health plan Quality, Member Experience, or related roles is required
Extensive knowledge of CAHPS survey methodology, Star Ratings, and Medicaid quality requirements
Proven success in designing and implementing CAHPS/member experience improvement strategies
Knowledge of managed care operations required
Knowledge of Federal Medicaid or California Medi-Cal and Medicare programs
Valid California driver's license and proof of current automobile insurance compliant with Partnership policy are required to operate a vehicle and travel for company business
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
Proficiency in the suite of Microsoft 365 tools including Word, Excel, and PowerPoint
Company
Partnership HealthPlan of California
Partnership HealthPlan of California is a non-profit community-based health care organization that contracts with the state to administer Medi-Cal benefits through local care providers to ensure Medi-Cal recipients have access to high-quality comprehensive cost-effective health care.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
L
Lorna Veloso
Sr. Manager of OpEx/PMO
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