Manager, Provider Regulatory Program Management

Manager, Provider Regulatory Program Management

Why We Have This Role

The role exists to ensure the effective management and compliance of CAHPS (Consumer Assessment of Healthcare Providers and Systems) programs, which are crucial for assessing the patient experience in healthcare settings. By having ownership of these programs, the position plays a vital part in maintaining regulatory compliance, thereby safeguarding the integrity and quality of patient care assessments. Additionally, as a liaison between the client and the Qualtrics technical/engineering teams, this role facilitates smooth communication and coordination, which is essential for the successful implementation and administration of CAHPS programs. Ultimately, the position aims to enhance the patient experience through effective program management and people leadership, making it a key component in aligning healthcare services with patient needs and expectations.

How You’ll Find Success

• Achieve high customer satisfaction and loyalty, evidenced by successful renewals and expansions of Qualtrics usage among healthcare customers.
• Demonstrate exceptional organizational skills by effectively managing multiple priorities and ensuring timely completion of projects related to CAHPS programs.
• Foster a supportive and empathetic work environment for team members, encouraging their professional growth and success in their roles.
• Embrace creativity and innovation when facing challenges, proposing inventive solutions to improve program administration and customer experience.
• Leverage industry expertise to provide valuable consultation on best practices, ensuring that clients receive the guidance they need to succeed.
• Maintain a persistent and solution-oriented mindset, committed to overcoming obstacles until clients achieve their desired outcomes.

How You’ll Grow

• Contribute to Leadership Development: Actively participate in guiding and maturing the XM Success function within Healthcare, gaining leadership skills and best practices from high-level discussions and strategic initiatives.
• Innovate within the Experience Management Category: Engage in building, defining, and promoting the experience management category, solidifying personal expertise while positioning yourself as a thought leader in one of the fastest-growing segments of the experience economy.
• Collaborate with Cross-Functional Teams: Work closely with teams across Sales, Product Management, Engineering, and Professional Services, enhancing collaborative skills and learning how to evolve and scale global service offerings effectively.
• Enhance Technical and Product Knowledge: Develop a comprehensive understanding of the entire suite of Qualtrics solutions, focusing on their specific applications within healthcare, thereby becoming a subject matter expert.
• Measure and Communicate Success: Regularly communicate team impact and results to key stakeholders, improving presentation and communication skills while showcasing the value of your contributions to the organization.
• Seek Continuous Improvement: Embrace feedback and actively seek opportunities for professional development, fostering a growth mindset and adaptability to promote continuous personal and team success

Things You’ll Do

• Lead and Develop a High-Performing Team: Recruit, mentor, and grow a diverse team of world-class XM Success Consultants, fostering a collaborative and innovative environment that drives performance and results.
• Drive Revenue Growth: Take ownership of the Healthcare Business Segment by focusing on renewing and expanding the existing customer base, developing strategic initiatives to enhance revenue generation within this fast-growing area.
• Define and Execute Strategies: Create and implement effective strategies for maturing and expanding the portfolio of Healthcare customer accounts, ensuring alignment with business goals and customer needs.
• Cultivate Executive Relationships: Build and maintain strong relationships with senior executives in customer organizations, enabling effective program governance, customer advocacy, and the generation of impactful program success stories.
• Act as a Thought Leader: Position yourself as a thought leader in the industry, advocating for customer needs and insights while collaborating with partners to elevate the overall customer experience and enhance program success.
• Monitor and Report on Customer Success: Track success metrics and provide regular updates to stakeholders, showcasing the impact of XM Success initiatives on customer engagement and satisfaction levels.

What We’re Looking For On Your Resume

• 8+ years experience in a combination of strategy, consulting, operations, product management, or an equivalent field.
• Experience working with clients in the Healthcare space is a must.
• Well versed in the understanding of complexities across the US healthcare system within provider segments and what drives their business success. 
• Past experience in leading successful teams.
• Client relationship management experience, including having worked directly with C-level/Senior Director+ level stakeholders
• Passion for coaching and mentoring high-performing team members, aimed at developing and accelerating the skills and career trajectory of your team members.
• Proven track record of successfully building scalable business operations and delivering key business results. 
• Strong prioritization skills with the ability to drive multiple concurrent projects from beginning to end. 
• Ability to utilize data and metrics to communicate strategy to internal stakeholders and external clients.
• Entrepreneurial spirit with a high tolerance for ambiguity and complexity.
• Ability to be efficient with limited resources, to understand business needs and to communicate and present to Senior Management effectively.
• Ability to have scale impact across the business, thinking holistically about the industry and Qualtrics partnership with our customer base.
• Bachelor’s degree with a concentration in science, technology, business, healthcare administration, or a related field.

What You Should Know About This Team

• The team consists of a passionate group of leaders working together to operationalize empathy to drive quality improvement and personalized experiences, at scale within our healthcare system. 

Our Team’s Favorite Perks and Benefits

• Exposure to senior leadership teams 
• Competitive salary, performance bonuses, and savings investment account.
• Quarterly reimbursement for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
• In-office perks like catered lunch, snack bars, and the ability to bring your dog to work
• $1500 experience bonus to be used for an “Experience” of your choosing every year.
• Amazing QGroup Communities; MOSAIQ, Green Team, Qualtrics Pride, Q&Able, Qualtrics Salute, and Women’s Leadership Development, which exist as places for support, allyship, and advocacy.