We are seeking an AVP, Survey Strategy and Behavioral Insights to lead initiatives aimed at optimizing member experience outcomes in key surveys, including CAHPS (Consumer Assessment of Healthcare Providers and Systems), HOS (Health Outcomes Survey), and NPS (Net Promoter Score). This role is critical in developing and implementing strategies that drive meaningful engagement and improve survey performance among our Medicare Advantage population.
In this position, you will develop and execute innovative strategies to enhance survey response rates and deliver positive outcomes. By applying behavioral science principles, you will gain deep insights into member behavior, design targeted education campaigns, and establish feedback loops that directly influence survey scores.
General Duties/Responsibilities (May include but are not limited to):
Conduct in-depth analysis of member behavior and response patterns in surveys such as CAHPS, HOS, and NPS, using behavioral science principles. Segment and analyze member groups to identify key drivers and barriers and develop and implement targeted strategies.
Develop and execute targeted member education strategies that focus on increasing member understanding and participation in key surveys.
Drive survey response rates by creating innovative creative communication and outreach strategies, tailored specifically to the needs of Medicare Advantage members.
Monitor and evaluate the effectiveness of implemented strategies, making data-driven adjustments to continuously improve survey participation rates and member satisfaction.
Collaborate across departments, including Quality, Marketing, Clinical, and Member Services, to integrate survey insights into broader organizational strategies.
Ensure communication and educational materials are aligned with behavioral science principles, optimizing their effectiveness in improving member responses and engagement.
Serve as the subject matter expert on survey methodologies, advising senior leadership on strategies to improve survey outcomes.
Develop and maintain a comprehensive dashboard to monitor and report on key performance indicators related to survey participation and outcomes, ensuring timely insights and actionable data for senior leadership to assess the effectiveness of strategies and track progress against goals
Monitor regulatory requirements and industry best practices for CAHPS, HOS, NPS, and Medicare Advantage programs, ensuring optimal survey performance.
Minimum Requirements:
10+ years of experience in survey design, execution, and analysis, preferably within the healthcare or Medicare Advantage industry.
Proven expertise in applying behavior science to survey strategies, with demonstrated success in improving engagement and outcomes.
Experience designing and managing large-scale member surveys aimed at improving healthcare experience and outcomes.
Education:
Bachelor's degree with relevant experience. Master's degree or PhD in a relevant field (Public Health, Behavioral Science, Psychology) preferred.
Other:
Strong leadership abilities with experience guiding cross-functional teams.
Expertise in survey methodology, member engagement strategies, and behavior science influences on member participation.
Analytical mindset with the ability to translate survey results into actionable insights and improvements.
Excellent communication and presentation skills for effectively conveying complex insights to leadership and stakeholders.
Experience driving survey response rates through innovative communication and educational initiatives.
Familiarity with CMS quality measures and how they relate to CAHPS, HOS, and NPS.(Preferred)
Knowledge of Medicare Advantage programs and the unique needs of Medicare populations. (Preferred)
