Program Manager, Duals Customer Experience

You may choose to display a cookie banner on the external site. You must specify the message in the cookie banner and may add a link to a relevant policy. If you are unfamiliar with these requirements, please seek the advice of legal counsel. )## Program Manager, Duals Customer Experience**Qualifications*** Bachelor's degree (years of experience could be accepted in lieu of a degree)* At least 5-7 years of program management experience required* Team leadership experience preferred**Desired Skills and Experience*** Experience with / understanding of the Dual Eligible population and related healthcare access challenges.* Demonstrated ability to manage projects across cross-functional teams.* Excellent organizational and planning skills, with the ability to manage diverse projects simultaneously* Strong facilitation and communication skills* Knowledge of CMS guidelines, D-SNP Model of Care, and regulatory frameworks affecting Duals.* Familiarity with health equity frameworks, STAR measures, and CAHPS/HOS surveys.* Ability to work both independently, and collaboratively with partners* Ability to pivot quickly and adjust to an ever-changing environment. This means being able to multi-task, prioritize and re-prioritize as needed to get the job done.* Ability to be flexible and problem solve creatively.* Excellent interpersonal skills, including the ability to influence others at all levels of an organization.* Experience in Market Research, Customer Insights, and / or Customer Experience, a plus.At least 3-7 years of experience in customer/member engagement, health plan operations, or program management—preferably within healthcare (D-SNP, Medicare Advantage, and/or Medicaid managed care). - Experience running member advisory councils or similar community-based programs.**Additional Skills*** Bring fresh ideas forward by listening to and working with employees and the people we serve.* Respect the talent and unique contributions of every individual and treat all people in a fair manner.* Strong, demonstrated track record of an ability to execute on time, on budget, and on scope.* Ability to inject energy, when and where it’s needed.* Ability to develop, introduce, defend, and gain support for new ideas and approaches.* Ability to translate and communicate complex topics in a variety of forums, tailoring communications to effectively fit and influence the targeted audience, strong executive presence, presentation, and communication skills.* Strong verbal, active listening, and written communication skills required.* Strong EQ; exercises self-awareness; monitors impact on others; is receptive to and seeks out feedback; uses self-discipline to adjust to feedback.* Unquestionable integrity.* Hold self and others accountable to meet commitments.* Persist in accomplishing objectives to consistently achieve results despite any obstacles and setbacks that arise.* Build strong relationships and infrastructures that designate Mass General Brigham Health Plan as a people-first organization.* This is a hybrid role, which requires an onsite presence to the office in Assembly Row, Somerville, 1-2x/quarter* Occasional attendance at community-based Member Advisory Board meetings is also expectedCombat disease. Hold a hand. Help people. Impact the world.Mass General Brigham is a passionate, welcoming community where minds meet caring hearts.Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world.Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community.We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system.We recognize that increasing value and continuously improving quality are essential to maintaining excellence. #J-18808-Ljbffr