Responsible for leading efforts in support of improving HMO/PPO member satisfaction targets, CAHPS scores and enterprise wide goals tied to delivering a high-valued customer experience. Lead change efforts and collaborate with other organizational areas.
Serve as member experience champion across all product lines with primary focus on optimizing interactions from customers? perspective for commercial business.
Build a deep understanding of member experience through synthesis and analysis of primary and secondary research from multiple stakeholders to determine critical focal points for improvement initiatives.
Benchmark best practices within the industry, addressing gaps in performance based on survey data and utilization of feedback from internal and external focus groups.
Partner with business areas to champion improvement initiatives across the organization; including coordination with the project management office and operating areas on execution of improvement initiatives.
Direct and lead strategic projects tied to improving the overall member experience across multiple business areas.
Lead cross functional work teams to identify, develop and/or oversee initiatives targeted at improving member experience. Facilitate development of member experience initiative roadmap, performance measures and appropriate tracking to ensure organizational objectives are met.
Develop and implement progress reporting to key internal stakeholders.
Bachelor's Degree in related field required. Master's Degree in Business, Health Services Administration or related field preferred.
Five (5) to ten (10) years experience in related field including experience in a managerial role required.
Experience in health plan operations required.
Excellent communication and leadership skills and ability to multi-task.
Ability to create structured processes and synthesize information and develop /execute programs and projects from conceptual level.
Must possess strong initiative and ability to anticipate needs and sense of urgency. Strategic thinker with broad understanding of business preferred.
Other related skills and/or abilities may be required to perform this job.
All qualified applicants will receive consideration for employment without regard to, among other grounds, race, color, religion, sex, national origin, sexual orientation, age, gender identity, protected veteran status or status as an individual with a disability.