The Program Manager will lead the Customer Advisory Board and Voice of the Customer programs for D-SNP members, enhancing member experience and health outcomes.
Site: Mass General Brigham Health Plan Holding Company, Inc.
Our work centers on creating an exceptional member experience – a commitment that starts with our employees. Working with some of the most accomplished professionals in healthcare today, our employees have opportunities to learn and contribute expertise.
We are pleased to offer competitive salaries and a benefits package with flexible work options, career growth opportunities, and much more
The Program Manager, Dual Eligible Special Needs Plan (D-SNP) Customer Experience will lead the design and implementation of our Customer Advisory Board (CAB) program and Voice of the Customer (VoC) program, specifically focused on Dual Eligible Special Needs Plan (D-SNP) members. This role will ensure that the voice of future DSNP members is heard and integrated into strategic decisions to improve health outcomes, service delivery, and member experience.
The Team You're Joining
The Mass General Brigham Health Plan Digital and Customer Experience team believes that by meeting our customers' needs with intuitive, impactful, and inclusive solutions, we will earn their loyalty, drive continuous improvement, and achieve growth across the organization. More simply stated, we are a team of passionate people who want to improve the lives of our members. Belief in a better healthcare system is core to what drives us, and we hope it is what drives you too.
Our team’s guiding principles are to improve lives, design for ease, and build for scale. Everything we do is filtered through that lens and our solutions must meet the bar of being desirable for our customers, viable for our business, and feasible to implement. If you’re interested in joining a team of passionate and customer-focused innovators, we would love to have you.
Role Description
The Program Manager, Dual Eligible Special Needs Plan Customer Experience will lead the design and implementation of our Customer Advisory Board (CAB) program and Voice of the Customer (VoC) program, specifically focused on Dual Eligible Special Needs Plan (D-SNP) members. This role will ensure that the voice of D-SNP members is heard and integrated into strategic decisions to improve health outcomes, service delivery, and member experience.
Key Responsibilities
-Design, implement, and manage an ongoing Consumer Advisory Board (CAB) program tailored for the unique needs the Duals population.
-Identify, recruit, and retain a representative group of members who reflect the needs of both our Senior Care Options (SCO) and One Care Duals population.
-Organize, coordinate and manage logistics for quarterly CAB meetings, both virtual and in-person, including accessibility, transportation, and interpretation services
-Develop and work cross-functionally to create materials to inform and recruit members of this opportunity as well as ongoing member and stakeholder communication.
-Facilitate meaningful discussions with CAB participants to uncover needs, expectations, challenges, barriers, and improvement opportunities.
-Develop detailed post-meeting summaries and feedback loops to ensure transparency and ongoing engagement.
-Collaborate cross-functionally with Quality, Compliance, Product, Clinical, Marketing, Digital, Sales and Customer Service to ensure insights from the CAB 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 system to monitor CAB activities, achievements and outcomes to meet CMS and state regulatory requirements.
-Develop and implement ongoing Voice of the Customer (VoC) measurement program for D-SNP population, supporting collaboration across departments and socialization of findings.
-Other duties as assigned with or without accommodation.Hybrid399 Revolution Drive40RegularDay (United States of America)
At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.
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 ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.
Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
Job Summary
Mass General Brigham Health Plan is an exciting place to be within the healthcare industry. As a member of Mass General Brigham, we are on the forefront of transformation with one of the world’s leading integrated healthcare systems. Together, we are providing our members with innovative solutions centered on their health needs to expand access to seamless and affordable care and coverage.Our work centers on creating an exceptional member experience – a commitment that starts with our employees. Working with some of the most accomplished professionals in healthcare today, our employees have opportunities to learn and contribute expertise.
We are pleased to offer competitive salaries and a benefits package with flexible work options, career growth opportunities, and much more
The Program Manager, Dual Eligible Special Needs Plan (D-SNP) Customer Experience will lead the design and implementation of our Customer Advisory Board (CAB) program and Voice of the Customer (VoC) program, specifically focused on Dual Eligible Special Needs Plan (D-SNP) members. This role will ensure that the voice of future DSNP members is heard and integrated into strategic decisions to improve health outcomes, service delivery, and member experience.
The Team You're Joining
The Mass General Brigham Health Plan Digital and Customer Experience team believes that by meeting our customers' needs with intuitive, impactful, and inclusive solutions, we will earn their loyalty, drive continuous improvement, and achieve growth across the organization. More simply stated, we are a team of passionate people who want to improve the lives of our members. Belief in a better healthcare system is core to what drives us, and we hope it is what drives you too.
Our team’s guiding principles are to improve lives, design for ease, and build for scale. Everything we do is filtered through that lens and our solutions must meet the bar of being desirable for our customers, viable for our business, and feasible to implement. If you’re interested in joining a team of passionate and customer-focused innovators, we would love to have you.
Role Description
The Program Manager, Dual Eligible Special Needs Plan Customer Experience will lead the design and implementation of our Customer Advisory Board (CAB) program and Voice of the Customer (VoC) program, specifically focused on Dual Eligible Special Needs Plan (D-SNP) members. This role will ensure that the voice of D-SNP members is heard and integrated into strategic decisions to improve health outcomes, service delivery, and member experience.
Key Responsibilities
-Design, implement, and manage an ongoing Consumer Advisory Board (CAB) program tailored for the unique needs the Duals population.
-Identify, recruit, and retain a representative group of members who reflect the needs of both our Senior Care Options (SCO) and One Care Duals population.
-Organize, coordinate and manage logistics for quarterly CAB meetings, both virtual and in-person, including accessibility, transportation, and interpretation services
-Develop and work cross-functionally to create materials to inform and recruit members of this opportunity as well as ongoing member and stakeholder communication.
-Facilitate meaningful discussions with CAB participants to uncover needs, expectations, challenges, barriers, and improvement opportunities.
-Develop detailed post-meeting summaries and feedback loops to ensure transparency and ongoing engagement.
-Collaborate cross-functionally with Quality, Compliance, Product, Clinical, Marketing, Digital, Sales and Customer Service to ensure insights from the CAB 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 system to monitor CAB activities, achievements and outcomes to meet CMS and state regulatory requirements.
-Develop and implement ongoing Voice of the Customer (VoC) measurement program for D-SNP population, supporting collaboration across departments and socialization of findings.
-Other duties as assigned with or without accommodation.
Qualifications
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
- 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.
- 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.
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.
Additional Job Details (if applicable)
Working Conditions
- 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 expected
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$78,000.00 - $113,453.60/AnnualGrade
7At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.
EEO Statement:
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
Mass General Brigham Somerville, Massachusetts, USA Office
399 Revolution Dr, Somerville, Massachusetts, United States, 02145
Mass General Brigham Boston, Massachusetts, USA Office
800 Boylston St, Boston, Massachusetts, United States, 02199
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