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CAHPS Project Manager

Qualtrics, Chicago, Illinois, United States

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CAHPS Project Manager

Evolution of Roles to Support CAHPS Programs for Healthcare 

 

Overview

Intent is to address rapid growth within healthcare that requires expertise in regulatory programs for patient experience as well as payers. This position would serve as a liaison between the client and Qualtrics technical teams to implement new clients, perform and track required quality checks and ensure clients and Qualtrics are in compliance with CAHPS protocols.  

 

CAHPS Project Manager

Description

Oversees CAHPS program implementations in partnership with Qualtrics Tech teams or Tech partner.  Responsible for overseeing  survey design with vendor partner, building sampling strategy for individual clients, and ensuring compliance required data fields.


Responsible for all data quality and QA for implementation of CAHPS programs. Must be proficient in Excel, .CSV and other standard file formats and  leverage automated alerts and reporting for necessary data updates.



Work Experience

2+ years with Voice of Customer, Direct Customer Service Experience, Data Analytics, CAHPS or Regulatory program management experience preferred.

   

Education

BS in business, healthcare administration,or research science preferred but not required.

Travel

10%



Alignment of Role to Sales Process

 

Pre-Sales Activity: Assist Sales Team with questions related to CAHPS programs and compliance.  Provide basic price quoting for CAHPS programs and implementation.

 

Post-Sale Delivery: Partner with Qualtrics or Partner implementation teams to oversee the CAHPS implementation process, ensure all guidelines are met and design appropriate sampling plans based on historical trends and project scope.

Expectations for Success

  • Lead CAHPS Program implementation from project conception through initial report deliverables/data submission
  • Run timelines, communications and expectations of customer and vendor(s)
  • Coordinate and advise on various project activities throughout the life of a project
  • Ensure customer is happy with experience and feels comfortable with quality of data collected and deliverables provided
  • Responsible for all QA of CAHPS implementation and initial data 
  • Be proficient in use of the Excel, XML, and common data file formats.

Minimum Qualifications

  • Bachelor’s degree
  • 2-5 years in data quality and program oversight 
  • Superb communication and project management skills
  • Comfortable in a fast-pace, and highly competitive environment
  • Ability to communicate clearly and pleasantly through both written and spoken mode
  • Able to analyze response data and report back to clients for actioning.

Preferred Qualifications

  • 2-5 years of experience in data quality and program oversight in a healthcare related environment.
  • Knowledge and experience with government regulatory programs
  • Experience in execution of many aspects of CX program delivery, including: survey design and execution, data analysis, dashboard and reporting, making best practice recommendations specific to CAHPS
  • Bachelor’s degree in business, healthcare administration, or other research-oriented field. 

Responsibilities:

  • Establish and Monitor client sampling in accordance with regulatory guidelines
  • Oversee data requirements for new CAHPS clients
  • Track all required quality checks
  • Manage data quality in preparation for data submission
  • Communicate any required CAHPS updates to clients or client teams
  • Assist in monitoring websites for individual CAHPS program updates and trainings
  • Attend required CAHPS trainings
  • Assist in maintaining CAHPS QAP documentation
  • Assist in maintaining CAHPS training documentation
  • Assist in preparing for and participate in annual CAHPS audits

 

A Day in the Life

From managing the data collection process, to customer interfacing, to seeking ways to improve processes and scalability of our team, there are no boring days for our team members.

You will oversee the CAHPS survey process across a wide variety of healthcare clients using standard guidelines and  methodologies from project onset through delivery of final deliverables. This entails managing all phases of project execution, possibly including survey design, data collection, data processing, analysis and reporting. Along the way you will consult and advise clients on standard methodologies, coordinate resources, ensure high data quality, and provide updates to customers who have projects for which we are currently running. 

Along with providing updates on live projects, you will continue to take on new projects which involve a review of the survey(s), providing feedback regarding standard methodologies, collaborating with the sales representative, and integrating the survey. Some projects are fundamentally easy and quick, but many others are complex and require creative thought and dedication throughout the  process!

As you grow in this role, there will be opportunities to manage vendor relationships, support sales during the pre-sale process and provide support to our technical implementation partners around enablement.   

In combination with the core duty of managing research projects, our project managers also have the opportunity to work on side projects of their choosing that will help to make the team a better environment, as well as to help it run more efficiently and expand our team’s capabilities. As Qualtrics continues its exponential growth so does the Research Services team, and that means a need for scalable processes, continued innovation on our offer, and constant revisions to the current practices in order to fine tune and better our operations.

Being at Qualtrics during this time of unprecedented growth is already exciting, and being a part of the Research Services team only adds to that level of energy and potential. More leadership is needed and we’re hoping it will be you!

 

About Qualtrics

About us Qualtrics is a single system of record for all experience data, also called X-data™, allowing organizations to manage the four core experiences of business—customer, product, employee and brand experiences—on one platform. Over 8,500 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics. To learn more, and for a free account, please visit www.qualtrics.com.

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