Stars Customer Experience, CAHPS, and Administrative Metrics Director ? Cigna Healthcare ? Remote
Posted 2025-03-14PRIMARY FUNCTION:
This position is designing and executing on immediate and long term strategy success of the team of Stars Customer Experience, compliant administration of the CAHPS survey and Administrative metrics. The Director will assist in development and execute on strategic goals to maximize the performance of contract performance across responsible domains and respective metrics...
MAJOR RESPONSIBILITIES
Develop short, mid and long term strategy to maximize the customer experience of Cigna membership with available and upcoming tools that correlates to meeting goals of individual H contract Star performance within respective domains.
Collaborate with available resources, both technologically, operationally, and through matrix partners to ensure a positive member experience and intervention strategies for identified issues.
Leverage existing and identify areas of opportunity of data needs and insights to determine customer experience barriers that will inhibit performance of the CAHPS results
Build a sustainable team of Stars Customer Experience team members to execute strategic initiatives focused on department interventions and enhancements
Mentor and develop team for sustainable Stars Customer Experience department for ongoing improvement and success
Assist in strategy development with leads to create collaborative process to prioritize the available resources to maximize overall Stars performance
Identify and develop specific initiatives to allow for optionality to address Star gap closure within the metric domains
Work with matrix leadership across the organization to successfully prioritize and assist in the execution of business needs
Seek to actively understand current processes to drive innovations for sustainable and scalable enhancements
Leverage available data and tools touching Customer Experience to identify areas of improvement and collaborate on improving those identified areas to improve the metric performance
Provide mentorship and guidance to direct reports for continued growth and development
Host regular cadence touch points with direct team and leadership to promote transparency and project progress
Share metrics and performance with business leaders, identifying key opportunities or process changes required
Assist in a variety of projects related to the analysis of claims, clinical and financial data, with a focus on improving metric performance
The ongoing education of industry and project management techniques to grow and evolve the team to best incorporate into the business units
Summary of Qualifications
Bachelor degree preferred, or 3 years minimum management experience
Ability to lead customer experience team
Strong ability to evaluate, interpret and manipulate data
Project management and organizational excellence experience
Excellent verbal and written communication skills; ability to prepare and deliver presentations to managers and clinicians
Strong people management skills
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
For this position, we anticipate offering an annual salary of 141,500 - 235,900 USD / yearly, depending on relevant factors, including experience and geographic location.
This role is also anticipated to be eligible to participate in an annual bonus and long term incentive plan.
We want you to be healthy, balanced, and feel secure. That?s why you?ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you?ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement, a minimum of 18 days of paid time off per year and paid holidays. For more details on our employee benefits programs, visit Life at Cigna Group.
About Cigna Healthcare
Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.
The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State
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