Senior Program Manager, Quality & Member Experience

Blue Cross Blue Shield of Minnesota•Eagan, MN

13d•Hybrid

About The Position

Blue Cross and Blue Shield of Minnesota is hiring a Senior Program Manager to support our Quality and Member Experience efforts in Eagan, MN. This role leads strategic initiatives to improve health care delivery and member outcomes, with a primary focus on CMS‑ and state‑mandated member experience and outcomes surveys , including CAHPS®, HOS, and ECHO , across Commercial, Medicaid, Medicare, and Marketplace products. It is responsible for implementing and evaluating quality improvement programs, ensuring compliance with regulatory requirements, and managing key processes such as data analysis, survey design, performance monitoring, and reporting. The Senior Program Manager leads the end‑to‑end survey program, including annual planning, vendor oversight, budget management, regulatory readiness, timelines, member-facing materials, and cross-functional alignment, while proactively monitoring and responding to regulatory changes. The role partners closely with Customer Experience, Quality, Clinical, Analytics, and Product teams to translate survey results into actionable insights, drive improvement initiatives, and clearly communicate performance trends and opportunities to leadership Ideal candidates will have a strong background in regulatory compliance, program management within complex health care environments, and experience working with Regulatory Quality Measurement surveys.

Requirements

5+ years of related professional experience. All relevant experience including work, education, transferable skills, and military experience will be considered.
Demonstrated organizational relationship management skills.
Ability to thrive in ambiguity.
Strong critical thinking skills and problem solving/conflict resolution skills.
Excellent written and verbal communication skills with strong facilitation, negotiation and presentation skills, adapting approach as needed.
Attention to detail and time management skills.
Self-motivated, ability to work independently, and demonstrated ability to work under tight time frames.
Knowledge of the health care industry, payer business models, business segments and products.
Proven ability to handle a variety of assignments in a fast paced and complex business environment.
Proven ability to define problems, collect and analyze data, establish facts and draw valid conclusions.
High school diploma (or equivalency) and legal authorization to work in the U.S.

Nice To Haves

Bachelor's and/or Master’s degree.
Experience in process improvement.
Content expertise in the reduction of health risk behavior.
Ability to combine traditional health education approaches with policy or other advocacy tactics.

Responsibilities

Drive the development and documentation of design, requirements and implementation of multiple strategic programs.
Maintain strategic relationships and partner with key resources, both internal and external, to support the design and ensure market, member, and provider considerations are factored into the design.
Support the business decision making process to ensure capabilities, systems and processes meet market expectations and that alternate approaches are vetted and explored.
Support the ongoing program management work of multiple programs to ensure the strategy is in alignment to solutions put forth through skills of influence.
Manage and monitor multiple appropriate metrics, perform data analysis and evaluation for each initiative.
Continually update program or project plans, timelines and deliverables while coordinating multiple sub-processes to expand and/or improve programs.
Manage multiple communication plans in conjunction with leadership and to support initiatives, including status and progress updates.
Stay abreast of changes in the rapidly evolving health care marketplace.
May perform other duties as assigned.