Heather Knappen

Heather Knappen is an experienced professional in healthcare quality improvement, currently serving as Manager of Healthcare Improvement at Excellus BCBS since June 2021. Prior roles at Excellus include Team Leader for the CAHPS Quality Programs and Quality Improvement Manager. Previously, Heather worked at Mercer as a Senior Research Analyst and at Metrix Matrix, Inc. as a Research Analyst, where consulting involved NCQA accreditation and quality initiatives using CAHPS surveys. Heather began their career as an Intern Analyst at IBOPE Zogby International, focusing on survey construction and data analysis, and has diverse experience as a Professional Campaign Operative supporting various electoral campaigns. Educational credentials include a Master's in Public Policy from the Rochester Institute of Technology and a B.A. in History from Roberts Wesleyan College.