Chief Quality & Health Advocacy Officer

Flexible Onsite Location: Bloomfield, CT, St, Louis, MO, Philadelphia, PA, other locations where The Cigna Group has an office presence.

Organization: Office of the Chief Health Officer (OCHO) Organization

Position Summary:The Chief Clinical Experience and Quality Officer (CEQ) at The Cigna Group is responsible for overseeing the quality of healthcare services and clinical aspect of patient experience and engagement.

This role will lead a cross-functional team of clinical and business leaders in OCHO and business units to build solutions, processes and functions that ensure a high degree of clinical integrity and quality and an outstanding clinical journey and experience for our patients.

The CEQ Officer will work closely with clinical, administrative, and technology teams to drive quality improvement initiatives, leverage data analytics, and enhance patient outcomes and satisfaction.

Key Responsibilities:


* Quality Management:
+ Develop and implement quality improvement and outcome strategies aligned with organizational goals.
+ Collaborate with stakeholders to set and monitor key performance indicators (KPIs) related to healthcare quality and outcomes.
+ Oversee quality assurance programs to ensure compliance with local, state, and federal regulation and with healthcare quality standards, including HIPAA, JCAHO, and CMS as well as HEDIS, NCQA Health Plan Ratings, STARS, and CAHPS compliance.
+ Identify and mitigate risks related to healthcare quality and implement continuous improvement methodologies like Six Sigma or Lean Healthcare.



* Patient Experience:
+ Implement and oversee a comprehensive patient experience strategy and develop strategies to enhance patient communications and experience and promote a patient-centric culture that improve overall patient satisfaction and loyalty.
+ Oversees the collection, analysis, and reporting of patient experience data across the business silos to create a holistic view of patient experience, quality and outcomes including trends, risks, and opportunities related to consumer experience.
+ Utilize journey mapping to improve consumer experience in benefits, claims, prior authorizations, and other services across multiple channels (email, social media, phone digital, letters, etc.) to optimize client and customer loyalty, experience, and retention.
+ Monitor and report on key performance indicators (KPIs) related to consumer satisfaction and experience.
+ Stay current with industry trends and best practices in consumer economics and incorporate relevant innovations into the strategy.
+ Collect and analyze patient feedback to identify areas for improvement.
+ Educate staff on the importance of patient experience and promote a patient-centered culture and communicate patient experience goals and outcomes to stakeholders.
+ Leverage technology to enhance patient experience,...