At arenaflex Healthcare, we're dedicated to revolutionizing the healthcare industry by providing exceptional customer experiences that empower our members to make informed decisions about their health and well-being. As a key member of our team, the Experienced Customer Experience, CAHPS, and Administrative Metrics Director will play a pivotal role in driving our strategic goals and maximizing the performance of our contract metrics across various domains.
**About arenaflex Healthcare**
arenaflex Healthcare is a leading advocate for better health through every stage of life. We guide our customers through the healthcare system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Our mission is to drive growth and improve lives by delivering innovative solutions that meet the evolving needs of our members.
**Job Summary**
We're seeking an experienced and results-driven Customer Experience, CAHPS, and Administrative Metrics Director to join our team. As a key leader, you will be responsible for designing and executing short, mid, and long-term strategies to maximize customer experience, CAHPS survey administration, and administrative metrics. You will collaborate with cross-functional teams, leverage data insights, and mentor a high-performing team to drive sustainable improvements and success.
**Key Responsibilities**
* Develop and execute strategic plans to maximize customer experience, CAHPS survey administration, and administrative metrics across various domains
* Collaborate with cross-functional teams, including technology, operations, and matrix partners, to ensure a positive member experience and intervention strategies for identified issues
* Leverage data insights to identify customer experience barriers and develop initiatives to address Star gap closure within metric domains
* Build and lead a high-performing team of Customer Experience professionals, providing mentorship and guidance 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
* Stay up-to-date with industry trends and project management techniques to grow and evolve the team to best incorporate into the business units
**Essential Qualifications**
* Bachelor's degree preferred, or 3 years minimum management experience
* Proven ability to lead customer experience teams and drive strategic initiatives
* Strong ability to evaluate, interpret, and manipulate data to inform business decisions
* Project management and organizational excellence experience
* Excellent verbal and written communication skills, with the ability to prepare and deliver presentations to managers and clinicians
* Strong people management skills, with a focus on developing and mentoring high-performing teams
**Preferred Qualifications**
* Master's degree in a related field, such as business administration, healthcare administration, or public health
* Experience working in the healthcare industry, with a focus on customer experience, CAHPS survey administration, and administrative metrics
* Certification in a related field, such as Six Sigma or Lean
* Experience working with data analytics tools and technologies, such as Tableau or Power BI
**Skills and Competencies**
* Strong analytical and problem-solving skills, with the ability to interpret complex data and develop strategic recommendations
* Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with cross-functional teams
* Proven ability to lead and manage high-performing teams, with a focus on developing and mentoring team members
* Strong project management skills, with the ability to prioritize tasks, manage timelines, and meet deadlines
* Experience working in a fast-paced, dynamic environment, with a focus on driving results and improving performance
**Career Growth Opportunities and Learning Benefits**
At arenaflex Healthcare, we're committed to helping our employees grow and develop their careers. As a Customer Experience, CAHPS, and Administrative Metrics Director, you'll have access to a range of learning and development opportunities, including:
* Regular training and development programs, focused on customer experience, CAHPS survey administration, and administrative metrics
* Opportunities to participate in industry conferences and events, with a focus on staying up-to-date with the latest trends and best practices
* Mentorship and coaching from experienced leaders, with a focus on developing and mentoring high-performing teams
* Access to a range of online learning resources, including webinars, articles, and whitepapers
**Work Environment and Company Culture**
arenaflex Healthcare is a remote-friendly organization, with a focus on flexibility and work-life balance. As a Customer Experience, CAHPS, and Administrative Metrics Director, you'll have the opportunity to work from home or in our offices, depending on your preferences. Our company culture is built on a foundation of collaboration, innovation, and customer-centricity, with a focus on driving growth and improving lives.
**Compensation, Perks, and Benefits**
We offer a comprehensive range of benefits, with a focus on supporting your whole health. As a Customer Experience, CAHPS, and Administrative Metrics Director, you'll be eligible for:
* An annual salary of $141,500 - $235,900, depending on relevant factors, including experience and geographic location
* An annual bonus and long-term incentive plan
* Comprehensive health insurance, including medical, vision, dental, and well-being and behavioral health programs
* 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
**How to Apply**
If you're a motivated and results-driven professional with a passion for customer experience, CAHPS survey administration, and administrative metrics, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter, outlining your qualifications and experience. We can't wait to hear from you!
**Equal Employment Opportunity**
arenaflex Healthcare is an equal opportunity employer, committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds, and are proud to be an advocate for better health through every stage of life.
**Accommodation Requests**
If you require reasonable accommodation in completing the online application process, please email: [
[email protected]](mailto:
[email protected]) for support. Do not email [
[email protected]](mailto:
[email protected]) for an update on your application or to provide your resume, as you will not receive a response.
**Tobacco-Free Policy**
arenaflex Healthcare 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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