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Humana’s Stars CAHPS (Consumer Assessment of Healthcare Providers & Systems) team is looking for a Program Delivery Lead to strategically identify, develop, and implement programs that positively influence member perception and health outcomes. The role will focus on leveraging insights and analytics to create, optimize, measure and scale member-facing interventions. The role will focus primarily on opportunities driving market and provider engagement and alignment around member outcomes.

Location: remote or if near Louisville hybrid

The Program Delivery Lead is responsible for overseeing the successful execution of Humana’s Stars CAHPS initiatives. This role serves as the primary point of contact for program strategy and delivery, working collaboratively with business owners, experience design, IT, clinical partners, and operational leaders to develop and deploy improvements in member experience and survey outcomes. This role defines program strategy, actionable, market-specific interventions, and facilitates communication among stakeholders to ensure all regions are equipped to achieve elevated member experience results and survey performance.

This role establishes the learning agenda, defines strategic goals and opportunities, manages delivery plans, and monitors program outcomes to ensure alignment with enterprise and market goals. The role requires collaboration, communicating status updates to stakeholders, and proactively addressing issues as they arise. Success in this position is measured by the ability to drive measurable improvements in CAHPS performance, foster teamwork across business segments, and implement solutions that enhance member experience.

The Program Delivery Lead will:

• Function as a CAHPS SME for business partners

• Partner with leaders and market partners regarding strategy and learning agenda

• Synthesize qualitative and quantitative insights into actionable takeaways

• Partner collaboratively with various enterprise partners and channels

• Define and scope programs for performance improvement

• Guide and manage the execution of programs to drive performance

• Review and communicate results of initiatives

• Manage business partner relationships

Use your skills to make an impact

Required Qualifications

• Bachelor's degree in business administration, health administration, public health, marketing or a related field

• 7+ years of experience with program delivery, customer experience strategy, service design and/or business improvement experience

• Experience in provider engagement or provider experience at a market level

• Strong analytical skills, including experience with qualitative and quantitative data

• Experience productively collaborating across organizations to drive cross-functional initiatives

• Demonstrated ability supporting program delivery from definition to execution and measurement

• Excellent planning and organizational skills; ability to meet deadlines while implementing projects

• Clear and concise oral and written communication skills

• Familiarity with behavioral / experience design frameworks and their application in healthcare programs

• Working knowledge of healthcare or clinical concepts and conditions

Preferred Qualifications

• Master’s degree

• Experience with the CMS Star Rating Program and CAHPS survey measures is especially valued

Additional Information

As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria:
At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested.
Satellite, cellular and microwave connection can be used only if approved by leadership.
Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
Work from a dedicated space lacking ongoing interruptions to HIPAA information.

Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required.

Scheduled Weekly Hours

40

Pay Range

The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

$115,200 - $158,400 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits

Humana, Inc. and its affiliated subsidiaries (collectively, “Humana”) offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.Application Deadline: 10-02-2025

About us

Humana Inc. (NYSE: HUM) is committed to putting health first – for our teammates, our customers and our company. Through our Humana insurance services and CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health – delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

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Equal Opportunity Employer

It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.