Senior Consultant, Member Experience

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love.

As a Senior Consultant in Member Experience, you will serve as a trusted advisor bringing health plans and healthcare providers together. In this role, you will be at the forefront of a major industry shift: bridging the traditional divide between payers and providers to improve the end-to-end patient and member journey.

Responsibilities

• Payer-Provider Bridge Builder: Understands the operational realities of both health plans and medical provider groups; builds genuine collaboration and trust across executive leaders, physician groups, and clinical staff.
• Continuous Improvement Driver: Skilled in applying structured problem-solving and quality improvement frameworks (e.g., Plan-Do-Study-Act / PDSA cycles) to uncover root causes and build sustainable operational workflows.
• Coach & Facilitator: Comfortably engages and trains diverse audiences,from executive roundtables and town halls to clinic managers and frontline teams,through interactive virtual sessions and hands-on onsite workshops.
• Data-to-Action Interpreter: Adept at reading and interpreting complex performance metrics (CAHPS, HEDIS, HOS, Star Ratings) and translating them into clear, practical roadmaps without getting lost in technical reporting.
• Adaptable & Client-Centric: Thrives in a dynamic consulting environment, easily shifting between strategic advisory, remote delivery, and onsite client facilitation across diverse regions.

Growth Opportunities

• Expand Scope of Influence: Broaden your reach beyond a single health system or payer to guide dozens of medical groups and major regional/national health plans across the country.
• Lead Cutting-Edge Transformation: Be an active driver in one of healthcare’s most critical evolutions,uniting health plans and provider networks into collaborative care partners.
• Hone Executive Advisory & Facilitation: Deepen your expertise in leading high-stakes client engagements, executive coaching, office hours, and collaborative exchange programs.
• Deepen Quality & Regulatory Expertise: Strengthen your mastery of modern healthcare quality programs, value-based care models, Medicare Advantage Star Ratings, Medicaid, and Commercial lines of business.

Tasks

• Bridge Health Plans & Provider Networks: Collaborate with health plan liaison teams and medical practices to align on shared quality goals, improve communications, and strengthen provider-payer relationships.
• Drive Direct Performance Improvement: Partner with provider practices and clinical groups to lead operational improvement initiatives, utilizing methodologies such as Plan-Do-Study-Act (PDSA) to enhance patient and member interactions.
• Facilitate Training & Coaching: Deliver impactful virtual and onsite workshops, town halls, office hours, and coaching sessions through collaborative initiatives (such as our HX Exchange program).
• Interpret Performance & Survey Metrics: Analyze and interpret CAHPS, HEDIS, HOS, and Star Ratings data alongside operational metrics to identify performance gaps and track measurable progress.
• Manage End-to-End Client Engagements: Lead client project scopes, stakeholder alignment, and delivery timelines, ensuring initiatives translate into sustainable, measurable outcomes.

Requirements

• Experience: 5+ years of relevant experience in healthcare operations, performance improvement, provider relations, or health plan operations.
• Provider Operations Background: Strong background working directly within healthcare provider settings (e.g., as a Practice Manager, Practice Director, Clinic Operations Lead, or Provider Relations Specialist) with direct insight into clinic workflows and clinical staff engagement.
• Dual Payer/Provider Experience (Strong Plus): Exposure to both health plan/payer operations (e.g., Medicare Advantage, Commercial, or Medicaid) and provider environments is highly preferred.
• Quality & Survey Frameworks: Practical familiarity with healthcare quality metrics and survey frameworks, including CAHPS, HCAHPS, HEDIS, HOS, Patient Experience (PX), and Value-Based Care programs.
• Core Tool Proficiency: Strong proficiency in Microsoft Office (PowerPoint, Excel, Word), with the demonstrated ability to review, interpret, and present data-driven insights effectively.
• Education: Bachelor’s degree required; Master’s degree preferred.
• Travel Flexibility: Ability and willingness to travel nationwide based on client needs (travel is client-dependent and can range from remote periods up to 75% travel during onsite engagements.).