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You don’t win Stars during survey season

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In this episode of Rising Stars, Jessica Assefa and Phil Collins of Press Ganey unpack what health plans can still control right now, especially during HEDIS medical record review season, and why strategy matters more than effort.

Guest LaTonya Augustine (Director of CAHPS & Stars Programs at Clever Care) shares how Clever Care sustained growth while improving Stars performance, including achieving 5 stars in both GSD and CBP.

The conversation connects the “last levers” (hybrid chart chase, TTY/translation operations, vendor oversight, and CAHPS readiness) to a single throughline: member-first + provider-as-partner, executed prospectively and retrospectively with disciplined data capture.

Topics include:

  • Turning provider partnership into 5-star performance
  • Maximizing hybrid HEDIS during chart chase
  • Owning controllable operational measures