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Program Manager, Duals Customer Experience

Mass General Brigham Health Plan
United States, Massachusetts, Somerville
399 Revolution Drive (Show on map)
Sep 25, 2025
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 Experiencewill 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 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. 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 Mass General Brigham Health Plan Holding Company, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. 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.