CAHPS & HOS Program Lead

• Translate leadership direction into enterprise CAHPS and HOS program strategy, multiyear roadmaps, priorities, performance targets, and an integrated portfolio of improvement initiatives




• Serve as subject-matter expert for CAHPS and HOS requirements, methodologies, performance drivers, survey administration, data structures, and industry practices




• Translate regulatory requirements, survey results, consumer insights, and operational performance into enterprise strategies, investment recommendations, and measurable improvement plans




• Provide program-level guidance, mentorship, and subject-matter leadership to team members and cross-functional workstream leads




• Lead complex, interdependent workstreams across business and technical functions, ensuring alignment of scope, documentation, dependencies, risks, and outcomes




• Support development and presentation of program analysis and recommendations to executive sponsors, senior leaders, and governance bodies




• Influence business owners and workstream leads to secure commitments and accountability for actions, milestones, and performance outcomes




• Support operational vendor governance, including performance governance, contract deliverables, data quality, escalations, issue resolution, and service expectations




• Ensure program documentation, controls, and evidence support Quality, NCQA accreditation, audit, and other applicable regulatory requirements




• Recommend program priorities and corrective actions when objectives are not being met; implement approved actions and monitor outcomes




• Represent the team in program meetings




• Perform other job-related duties as requested

Requirements

• Bachelor's in health care, patient experience, program management or a related field required




• Equivalent years of relevant work experience may be accepted in lieu of required education




• Five (5) years experience working directly with CAHPS, HOS, Stars, or other quality/regulatory programs required




• Five (5) years experience in project or program management, leading complex, cross-functional initiatives required




• Experience in the healthcare industry (e.g., health plan, provider group) required




• Experience with enterprise program governance, vendor governance, strategic planning and roadmap development required




• Demonstrated experience with process improvement methodologies and driving initiatives with measurable outcomes required




• Demonstrated experience with Stars, Quality, and/or NCQA accreditation preferred




• Demonstrated experience in a team lead or mentorship capacity preferred




• Deep knowledge of CAHPS and HOS survey requirements, methodologies, and the drivers of performance




• Strong program management skillset, including the ability to manage scope, schedule, and resources




• Proven ability to interact effectively with all levels of the organization, provide change leadership and gain consensus




• Exceptional written and verbal communication and relationship-building skills




• Knowledge of change management principles and guiding stakeholders through transformation




• Process-driven, adaptable, and agile mindset with a commitment to continuous learning




• Proven ability with Microsoft Office suite, including MS Project, Visio, and SharePoint




• Excellent decision making/problem solving skills




• Excellent critical listening and thinking skills




• Familiarity with AI-enabled tools and emerging technologies




• Bilingual is a plus




• Project Management Professional (PMP) or related certification preferred




• General office environment; may be required to sit or stand for extended periods of time




• Travel is not typically required

Core Competencies

Demonstrates expertise in CAHPS and HOS program strategy, regulatory requirements, and performance improvement methodologies. Proven ability to lead complex, cross-functional initiatives while ensuring alignment with organizational goals and stakeholder engagement.

Highest-signal resume keywords

• CAHPS Program Management




• HOS Program Management




• Project Management




• Process Improvement Methodologies




• Vendor Governance

ATS Optimization Keywords

Hard Skills

• Program Management




• Regulatory Requirements




• Performance Improvement




• Data Analysis




• Quality Accreditation




• Survey Methodologies




• Strategic Planning




• Change Management




• Performance Drivers




• Documentation Control

Soft Skills

• Leadership




• Communication




• Relationship Building




• Decision Making




• Problem Solving

Certifications & Qualifications

• Project Management Professional (PMP)

Industry Keywords

• Healthcare Industry




• Patient Experience




• Quality Programs




• NCQA Accreditation




• Cross-Functional Initiatives

Tools & Technologies

• Microsoft Office Suite




• MS Project




• Visio




• SharePoint




• AI-Enabled Tools