[Hiring] Director of CAHPS and HOS Strategy and Execution @Alignment Health

Role Description

The Senior Director of CAHPS and HOS Strategy is responsible for the tactical delivery, operational management, and performance outcomes of Alignment Health’s Consumer Assessment of Healthcare Providers and Systems (CAHPS) and Health Outcomes Survey (HOS) programs. Reporting to the VP of Stars, this role shifts high-level enterprise strategy into actionable, field-level interventions for provider partners. The Senior Director will own the "how" of achieving 5-Star ratings by driving member experience improvements by executing provider engagement playbooks and managing the day-to-day data cycles that inform performance pivots while collaborating with internal and external stakeholders.

• Translate enterprise-wide CAHPS/HOS strategies into detailed operational roadmaps; own the project lifecycle for all member experience initiatives to ensure 5-Star performance.
• Direct the annual refresh, maintenance and field implementation of the Provider Playbook.
• Ensure specific interventions for CMS Access to Care domain are being executed at the clinic and group level.
• Analyze CAHPS and HOS data and performance metrics to identify trends and opportunities for improvement.
• Maintain a consistent field presence (60%+) to conduct in-person provider performance reviews.
• Leverage provider partnerships and high impact providers to drive member experience improvement.
• Implement and monitor provider incentive programs, ensuring financial levers are aligned with measurable improvements in CAHPS and HOS results.
• Collaborate with cross-functional teams to improve touchpoints impacting member satisfaction.
• Serve as subject matter expert on CAHPS/HOS survey methodologies and regulatory changes.
• Prepare succinct, performance-focused updates for senior leadership.
• Promote a culture focused on service excellence, empathy, and continuous improvement.
• Other duties and projects not listed above.

Qualifications

• 10+ years of progressive leadership experience in healthcare quality, member experience, and provider performance improvement.
• Experience working in health plans, provider organizations, or quality-focused healthcare settings.
• A proven track record of moving CAHPS/HOS metrics within a Medicare Advantage environment.
• Hands-on experience in driving provider engagement with demonstrated results in CAHPS and HOS performance improvement.
• Working knowledge of provider contracting, with a focus on integrating Quality/Stars components into agreements.
• Bachelor’s degree in Public Health, Healthcare Administration, Business, or related field (required).
• Master’s degree preferred.

Requirements

• Deep understanding of CAHPS and HOS methodologies, CMS Star Ratings, and quality improvement frameworks.
• Proven ability to lead cross-functional initiatives and deliver measurable improvements in member experience.
• Effective written and oral communication skills.
• Ability to perform mathematical calculations and calculate simple statistics correctly.
• Ability to prioritize multiple tasks; advanced problem-solving skills.
• Effective problem solving, organizational and time management skills.
• Comprehend and analyze statistical reports.
• Requires consistent field presence (minimum 60%) to conduct in-person provider engagements.
• Must demonstrate executive autonomy; able to execute enterprise CAHPS and HOS strategy with minimal supervision.

Benefits

• Pay Range: $130,332.00 - $195,498.00.
• Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.

Company Description

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. It takes an entire team of passionate and caring people, united in our mission to put the senior first.

We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community.

Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them. Together.