About the job
Overview
The Member Experience Data Analyst provides analytical and technical leadership in integrating and analyzing multiple data sources to monitor and improve health plan member experience performance across Medicare Advantage, Managed Long-Term Care (MLTC), HIV SNP (Select Health), and Medicaid Managed Care (MMC) populations. This role leads analytics and reporting related to CAHPS, CMS Star Ratings Member Experience measures, complaints and grievances, call center engagement, disenrollment trends, and other operational experience metrics. The analyst develops dashboards and predictive insights that inform strategic initiatives to improve member engagement, satisfaction, and retention. This position serves as the primary analytics owner for Member Experience reporting across product lines and provides secondary analytical support for Quality/HEDIS initiatives.
What We Provide
- Referral bonus opportunities
- Generous paid time off (PTO), starting at 30 days of paid time off and 9 company holidays
- Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life Disability
- Employer-matched retirement saving funds
- Personal and financial wellness programs
- Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care
- Generous tuition reimbursement for qualifying degrees
- Opportunities for professional growth and career advancement
- Internal mobility, generous tuition reimbursement, CEU credits, and advancement opportunities
What You Will Do
- Conducts data analysis, reporting, and interpretation of Member Experience operational reporting, including but not limited to CAHPS survey results, member complaints and grievances, call frequency metrics, disenrollment trends, and member satisfaction indicators.
- Serves as the primary analytical owner for CMS Star Ratings Member Experience measures, including monitoring performance across CAHPS domains such as Getting Needed Care, Customer Service, Rating of Health Plan, and Care Coordination.
- Monitors performance against Star Ratings benchmarks and internal targets, identifying trends, performance gaps, and improvement opportunities.
- Analyzes customer and member satisfaction metrics, including CAHPS, Net Promoter Score (NPS), retention indicators, and other experience measures, to evaluate member sentiment and service performance.
- Analyzes CAHPS and interim survey results and related domains to identify trends, drivers of member satisfaction, and opportunities for improvement.
- Partners with operational teams to translate survey insights into a