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Position Summary

As the Senior Manager, National Patient Experience Performance you will be a member of the Medicare Stars National Patient Experience team. As the Senior Manager, you will be responsible for driving and guiding the development of comprehensive solutions and strategic plans. In the role, you will proactively identify areas for improvement and independently influence business leaders to drive behavior change through negotiation and consultation, fostering issue resolution. The Senior Manager will oversee vendor contracting processes, build strong, results-driven client relationships, and manage these relationships throughout the engagement. The role also involves clearly communicating patient experience results to empower provider groups in their decision-making regarding new initiatives. Additionally, the manager will integrate baseline metrics and tracking into initiative planning and execution to ensure optimal outcomes. Ongoing coaching, feedback, and development will be provided to consultants, matrix staff, and external vendors as needed. The Patient Experience Senior Manager will drive team engagement using a structured, repeatable methodology. This includes designing and developing interventions, facilitating work sessions, and delivering all required analysis, reporting, and presentation materials. The role involves gathering, analyzing, and synthesizing business intelligence to support the achievement of strategic business objectives. Additionally, the National Patient Experience Senior Manager will facilitate diverse internal and external networks for data collection and the identification of best practices.

• Building and maintaining unwavering relationships with all stakeholders to be a trusted advisor.
• Deploy ing Aetna's proprietary immersive learning solution for rapid improvement, while managing user access, behavioral learning analytics, and coaching performance within the system.
• Leading in-person experience labs to support provider related goals to include performance optimization, culture enhancement, team-centricity, and Aetna differentiation.
• Developing clear and measurable improvement strategies for targeted provider organizations in collaboration with Stars, Network, Provider experience, and Market leadership to produce improvements in CAHPS/NPS measures; including overseeing the delivery of KPIs and crafting narratives that reflect the patient journey.
• Being a subject matter expert for all voice-of-customer programs including patient experience surveys, CTM and grievance data, CAHPS, MEDS data, NPS, and customer effort metrics
• Providing thought leadership on a local and national scale regarding the work to be done and the next generation of experience leadership.
• Share CVS Health/Aetna point-of-view on the consumer life cycle, completely understands the end-to-end journey, and how to deliver world-class experiences.

• 3-5 years experience CAHPS family of survey's (MA-CAHPS, H-CAHPS, CG-CAHPS)
• 3-5 years Patient Experience survey process, vendors, and methods
• 7+ years experience with several of the following methodologies: management consulting, project consulting, business process consulting, financial strategic analysis, mergers and acquisitions, strategic business planning, and/or risk management consulting.
• Demonstrated relationship management skills at the senior level ; capacity to quickly build and maintain credible relationships at varying levels of the organization simultaneously.
• Demonstrated leadership with relevant initiatives: Business process, enterprise business project management/consulting, financial strategic planning and data analysis, mergers and acquisitions, strategic planning, risk management.
• Demonstrated superior business process, project management and organizational redesign experience.
• Demonstrated experience successfully implementing change in complex organizations.
• Experience with enterprise-wide and/or cross-functional large scale i nitiatives with high degree of complexity.

• LSSGB or Certified Patient Experience Professional (CPXP)

• Bachelor's Degree or equivalent work experience