CAHPS Operations Manager

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.

We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.

We empower exceptional people to create extraordinary experiences together.

Bring your whole self.

About the Role:

We are seeking a highly skilled and experienced Manager to join our CAHPS team. This role is critical to overseeing and driving the execution of patient experience initiatives, including CAHPS (Consumer Assessment of Healthcare Providers and Systems) survey projects. The successful candidate will bring deep expertise in project management, survey methodologies, and data-driven insights to enhance patient satisfaction and care quality for our clients.

• Project Management:

  • Develop and implement comprehensive project plans for CAHPS and other patient experience initiatives, including defining milestones, timelines, and resource allocation.

  • Oversee end-to-end execution of projects, ensuring they are delivered on time, within scope, and within budget.

  • Collaborate with cross-functional teams to drive successful project outcomes.

• Survey Administration and Data Analysis:

  • Manage the administration of CAHPS surveys, ensuring adherence to methodological standards and compliance with regulatory requirements.

  • Oversee data collection, analysis, and reporting to provide actionable insights.

  • Present findings and recommendations to internal teams and clients to drive improvements in patient care.

• Stakeholder Engagement:

  • Act as a liaison between internal teams, healthcare providers, administrators, and other key stakeholders.

  • Facilitate effective communication and collaboration, addressing concerns and ensuring stakeholder alignment.

  • Provide regular updates on project progress, results, and recommendations.

• Continuous Improvement:

  • Identify and implement opportunities to enhance survey processes and methodologies.

  • Develop best practices and scalable solutions for patient experience projects.

Core Competencies: What does success look like for the role?

• Ensuring Quality:
  • Follow quality assurance guidelines and accurately track quality incidents and hours.
  • Demonstrate a detail-oriented approach and proactively raise questions or concerns to ensure project excellence.
• Delivering Value:
  • Understand and articulate clients' needs effectively, ensuring that solutions align with their objectives.
  • Confidently interact with clients independently, providing insights and recommendations that drive measurable outcomes.
    
    
• Team Enablement:
  • Provide technical support and mentorship to team members, fostering their growth and development.
  • Share best practices and innovative approaches to enhance team performance and project success.

Minimum Qualifications:

• Minimum of 5 years of experience managing large-scale survey projects, with expertise in CMS CAHPS.
• Proven track record in project management, including planning, execution, and stakeholder management.

Preferred Qualifications:

• Strong analytical skills with experience in interpreting complex data and generating actionable insights.
• Proficiency in project management tools and data analysis software.
• Excellent communication and interpersonal skills, with the ability to build relationships and foster collaboration across diverse teams.
• Ability to work independently on low to medium-complexity assignments.
• Experience with managing a team of resources
• Experience in Quality Assurance role and designing processes to support efficient review
• Passion for helping clients; empathy for their challenges, ability to build relationships and effectively communicate with client stakeholders.
• Growth-minded; desire for continuous learning and proactively driving initiatives for improvement.

Medallia is committed to equal pay and transparency. The annual base salary range for this position is $88,000 - $110,000. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, candidate's work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.

Medallia also offers competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short-term and long-term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays. Benefits and eligibility may vary by location and role.

At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is proud to be an equal-opportunity workplace and is an affirmative-action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at ApplicantAccessibility@medallia.com. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies. Applications will be accepted for 30 days from the date this role was posted or until the role has been filled.