Senior Stars Program Manager

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for.

We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration - because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm, and every member feels valued.

The Senior Program Manager for CMS Part C & D CAHPS (Consumer Assessment of Healthcare Providers and Systems) and HOS (Health Outcomes Survey) is a critical leadership role within Medica's Quality & Stars organization. This position drives strategy, execution, and performance improvement for CAHPS and HOS measures, which are pivotal to the success of Medica's Medicare Stars Ratings. The role requires deep expertise in member experience, survey methodology, and cross-functional program management to influence outcomes across the enterprise.

• Lead enterprise-wide strategy for CAHPS and HOS performance across Medicare contracts
• Translate CMS Stars methodology and cut point trends into actionable insights and improvement plans
• Partner with leaders across Quality, Stars, Member Engagement, Operations, Marketing, and Member Experience to align initiatives with Medica's strategic roadmap
• Manage end-to-end CAHPS and HOS program cycles, including survey preparation, vendor coordination, and post-survey analysis
• Oversee timelines, deliverables, and compliance with CMS protocols
• Develop and maintain dashboards, forecasts, and performance tracking tools
• Collaborate with teams across Member Experience, Population Health, Operations, Health Equity, Provider Quality, and Communications
• Facilitate provider engagement strategies to improve member experience and functional health outcomes
• Support internal and external reporting, including Board updates and provider-facing materials
• Monitors and analyzes member experience indicators and Medicare CAHPS survey results, identify performance drivers, and lead root cause investigations to ensure goals, objective and outcomes are met
• Monitor year-over-year trends, forecast performance against CMS cut points, and recommend targeted interventions
• Translate complex data into executive-level summaries and strategic recommendations
• Works with health plan, providers, and vendors to review best practices, programs, and processes for improvement opportunities

• Bachelor's degree or equivalent work experience, plus 5 years of work experience beyond degree
• 5+ years of experience in Medicare Stars, CAHPS/HOS, or member experience strategy

• One year of experience with survey design, methodology and experience measurement
• 7+ years of experience in Medicare Stars, CAHPS/HOS, or member experience strategy
• Strong understanding of CMS Stars methodology, especially Part C and D survey measures
• Proven ability to lead cross-functional initiatives and influence without direct authority across all levels of an organization
• Experience coordinating and managing multiple projects and initiatives simultaneously
• In-depth knowledge of Medicare products, regulations, and Star Ratings
• Exceptional analytical, communication, facilitation, and presentation skills
• Ability to navigate ambiguity in a complex and matrixed environment
• Proven ability to think strategically and implement tactically and collaboratively
• Knowledge of Microsoft Office (Word, Excel, PowerPoint, SharePoint) and reporting, database, and analytics applications
• Experience with survey vendors, CMS protocols, and regulatory compliance

• Strategic thinker with a bias toward action and measurable impact
• Comfortable navigating ambiguity and driving clarity across teams
• Passionate about improving member experience and health outcomes
• Adept at translating data into stories that inspire change

This position is a Remote role. To…