Experienced Customer Experience, CAHPS, and Administrative Metrics Director – arenaflex Healthcare – Remote
At arenaflex Healthcare, we're dedicated to delivering 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 Customer Experience, CAHPS, and Administrative Metrics Director will play a pivotal role in driving strategic initiatives that maximize performance across our responsible domains and respective metrics.
About arenaflex Healthcare
arenaflex Healthcare is an 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. Join us in driving growth and improving lives.
Job Summary
We're seeking an experienced and results-driven Customer Experience, CAHPS, and Administrative Metrics Director to lead our team in designing and executing on immediate and long-term strategy success. The ideal candidate will possess a strong ability to evaluate, interpret, and manipulate data, as well as project management and organizational excellence experience. If you're passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply.
Key Responsibilities
* Develop short, mid, and long-term strategy to maximize the customer experience of arenaflex membership with available and upcoming tools that correlate 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 Customer Experience team members to execute strategic initiatives focused on department interventions and enhancements.
- Mentor and develop team for sustainable 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.
Essential Qualifications
* Bachelor's 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
Preferred Qualifications
* Master's degree in a related field (e.g., business administration, healthcare administration)
- Experience working in a healthcare or insurance industry
- Familiarity with CAHPS survey and administrative metrics
- Experience with data analysis and reporting tools (e.g., Excel, Tableau)
- Certification in project management (e.g., PMP, Agile)
Skills and Competencies
* Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced environment and prioritize multiple tasks and projects
- Strong leadership and team management skills
- Ability to adapt to changing priorities and deadlines
- Strong business acumen and understanding of healthcare industry trends
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 opportunities to:
- Develop and implement strategic initiatives that drive business growth and improve customer experiences
- Collaborate with cross-functional teams to identify and address customer experience barriers
- Leverage data and analytics to inform business decisions and drive process improvements
- Develop and mentor a high-performing team of customer experience professionals
- Stay up-to-date with industry trends and best practices through ongoing education and training
Work Environment and Company Culture
arenaflex Healthcare is a remote-friendly organization that values flexibility and work-life balance. As a Customer Experience, CAHPS, and Administrative Metrics Director, you'll have the opportunity to work from home and collaborate with team members across the organization. Our company culture is built on a foundation of:
- Collaboration and teamwork
- Innovation and creativity
- Customer-centricity and empathy
- Continuous learning and growth
- Diversity, equity, and inclusion
Compensation and Benefits
We offer a comprehensive compensation package that includes:
- Annual salary range: $141,500 - $235,900
- Eligibility for annual bonus and long-term incentive plan
- Comprehensive benefits package, including medical, vision, dental, and well-being and behavioral health programs
- 401(k) with company match
- Company-paid life insurance
- Tuition reimbursement
- Minimum of 18 days of paid time off per year and paid holidays
How to Apply
If you're passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply. Please submit your resume and cover letter to [insert contact information]. We're an equal opportunity employer and welcome applications from diverse candidates.
Equal Employment Opportunity Statement
arenaflex Healthcare is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and diverse work environment that values and respects the contributions of all employees. We do not discriminate on the basis of 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.
Reasonable Accommodation
If you require reasonable accommodation in completing the online application process, please email [insert contact information] for support. Do not email 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. Apply for this job