Mass General Brigham
Program Manager, Duals Customer Experience
Mass General Brigham, Somerville, Massachusetts, us, 02145
Overview
Program Manager, Dual Eligible Special Needs Plan (D-SNP) Customer Experience at Mass General Brigham Health Plan. This role will lead the design and implementation of the Customer Advisory Board (CAB) program and Voice of the Customer (VoC) program, specifically for Dual Eligible Special Needs Plan (D-SNP) members, to ensure their voice informs strategic decisions and improves health outcomes, service delivery, and member experience. Responsibilities
Design, implement, and manage an ongoing Consumer Advisory Board (CAB) program tailored for the Duals population. Identify, recruit, and retain a representative group reflecting the needs of both the Senior Care Options (SCO) and One Care Duals populations. Organize and manage logistics for quarterly CAB meetings (virtual and in-person), including accessibility, transportation, and interpretation services. Develop cross-functional materials to inform and recruit CAB members and communicate with members and stakeholders. Facilitate CAB discussions to uncover needs, expectations, challenges, barriers, and improvement opportunities. Create post-meeting summaries and feedback loops to ensure transparency and ongoing engagement. Collaborate with Quality, Compliance, Product, Clinical, Marketing, Digital, Sales, and Customer Service to ensure CAB insights drive actions and meet CMS and state regulatory requirements. Align CAB outcomes with health equity, member satisfaction (CAHPS/HOS), and STAR rating goals. Develop and implement tracking systems to monitor CAB activities and outcomes for CMS and state regulatory compliance. Develop and implement an ongoing VoC measurement program for the D-SNP population, coordinating with multiple departments and sharing findings. Other duties as assigned with or without accommodation. Qualifications
Bachelor's degree (years of experience may be accepted in lieu of a degree). 5–7 years of program management experience required. Team leadership experience preferred. Desired Skills and Experience
3–7 years in customer/member engagement, health plan operations, or program management, preferably in healthcare (D-SNP, Medicare Advantage, Medicaid). Experience running member advisory councils or similar programs. Understanding of the Dual Eligible population and related access challenges. Ability to manage projects across cross-functional teams; strong organizational and planning skills. Excellent facilitation and communication skills; knowledge of CMS guidelines, D-SNP Model of Care, and regulatory frameworks. Familiarity with health equity frameworks, STAR measures, CAHPS/HOS surveys. Ability to work independently and collaboratively; strong adaptability to changing environments. Strong interpersonal skills and the ability to influence stakeholders at all levels. Experience in Market Research, Customer Insights, or Customer Experience is a plus. Additional Skills
Bring fresh ideas, listen to employees and the people we serve. Respect diverse contributions and treat all people fairly. Proven track record of delivering on time, on budget, and on scope. Ability to communicate complex topics clearly in various forums with executive presence. Strong verbal, written, and active listening skills; high emotional intelligence and integrity. Hold self and others accountable and persist to achieve objectives. Build relationships that position Mass General Brigham Health Plan as a people-first organization. Working Details
Hybrid role with onsite presence at the office in Assembly Row, Somerville, 1-2x per quarter. Occasional attendance at community-based Member Advisory Board meetings. Remote Type: Hybrid Work Location: 399 Revolution Drive Scheduled Weekly Hours: 40 Employee Type: Regular Work Shift: Day (United States of America) Pay Range: $78,000.00 - $113,453.60/Annual Grade: 7 EEO Statement:
Mass General Brigham Health Plan Holding Company, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will provide reasonable accommodations to qualified individuals with disabilities in the job application process, to perform essential job functions, and to enjoy benefits. For accommodations in the application process, contact Human Resources at (857) 282-7642. At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings. Our base pay is determined by various factors including skills, experience, education, and certifications. This description may not cover all elements contributing to total compensation. We offer competitive base pay, comprehensive benefits, and opportunities for career growth.
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Program Manager, Dual Eligible Special Needs Plan (D-SNP) Customer Experience at Mass General Brigham Health Plan. This role will lead the design and implementation of the Customer Advisory Board (CAB) program and Voice of the Customer (VoC) program, specifically for Dual Eligible Special Needs Plan (D-SNP) members, to ensure their voice informs strategic decisions and improves health outcomes, service delivery, and member experience. Responsibilities
Design, implement, and manage an ongoing Consumer Advisory Board (CAB) program tailored for the Duals population. Identify, recruit, and retain a representative group reflecting the needs of both the Senior Care Options (SCO) and One Care Duals populations. Organize and manage logistics for quarterly CAB meetings (virtual and in-person), including accessibility, transportation, and interpretation services. Develop cross-functional materials to inform and recruit CAB members and communicate with members and stakeholders. Facilitate CAB discussions to uncover needs, expectations, challenges, barriers, and improvement opportunities. Create post-meeting summaries and feedback loops to ensure transparency and ongoing engagement. Collaborate with Quality, Compliance, Product, Clinical, Marketing, Digital, Sales, and Customer Service to ensure CAB insights drive actions and meet CMS and state regulatory requirements. Align CAB outcomes with health equity, member satisfaction (CAHPS/HOS), and STAR rating goals. Develop and implement tracking systems to monitor CAB activities and outcomes for CMS and state regulatory compliance. Develop and implement an ongoing VoC measurement program for the D-SNP population, coordinating with multiple departments and sharing findings. Other duties as assigned with or without accommodation. Qualifications
Bachelor's degree (years of experience may be accepted in lieu of a degree). 5–7 years of program management experience required. Team leadership experience preferred. Desired Skills and Experience
3–7 years in customer/member engagement, health plan operations, or program management, preferably in healthcare (D-SNP, Medicare Advantage, Medicaid). Experience running member advisory councils or similar programs. Understanding of the Dual Eligible population and related access challenges. Ability to manage projects across cross-functional teams; strong organizational and planning skills. Excellent facilitation and communication skills; knowledge of CMS guidelines, D-SNP Model of Care, and regulatory frameworks. Familiarity with health equity frameworks, STAR measures, CAHPS/HOS surveys. Ability to work independently and collaboratively; strong adaptability to changing environments. Strong interpersonal skills and the ability to influence stakeholders at all levels. Experience in Market Research, Customer Insights, or Customer Experience is a plus. Additional Skills
Bring fresh ideas, listen to employees and the people we serve. Respect diverse contributions and treat all people fairly. Proven track record of delivering on time, on budget, and on scope. Ability to communicate complex topics clearly in various forums with executive presence. Strong verbal, written, and active listening skills; high emotional intelligence and integrity. Hold self and others accountable and persist to achieve objectives. Build relationships that position Mass General Brigham Health Plan as a people-first organization. Working Details
Hybrid role with onsite presence at the office in Assembly Row, Somerville, 1-2x per quarter. Occasional attendance at community-based Member Advisory Board meetings. Remote Type: Hybrid Work Location: 399 Revolution Drive Scheduled Weekly Hours: 40 Employee Type: Regular Work Shift: Day (United States of America) Pay Range: $78,000.00 - $113,453.60/Annual Grade: 7 EEO Statement:
Mass General Brigham Health Plan Holding Company, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will provide reasonable accommodations to qualified individuals with disabilities in the job application process, to perform essential job functions, and to enjoy benefits. For accommodations in the application process, contact Human Resources at (857) 282-7642. At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings. Our base pay is determined by various factors including skills, experience, education, and certifications. This description may not cover all elements contributing to total compensation. We offer competitive base pay, comprehensive benefits, and opportunities for career growth.
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