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Your Role
The Blue Shield of California Growth and Servicing analytics organization is part of the centralized Data and Analytics organization and oversees Channel Analytics including Digital, Marketing, Claims, Appeals, Grievances, Disputes, Customer Experience and Line of Business. This role Senior Manager Survey Analytics would report to the Senior Director of Growth and Servicing Analytics and would be responsible for supporting analytics tied to internal and external surveys including but not limited to Net Promoter Score, Digital Satisfaction, Phone Satisfaction, Interactive Response Satisfaction, CMS, and Forrester.
Various metrics help BSC gauge satisfaction, some of which are shared externally and have financial implications. NPS is a key metric that measures perception of the firm and is a leading indicator of future growth and success. There are other metrics for our Commercial, Medicare and Medicaid (MediCal) lines of business that drive continuous improvement activity. External survey sources such as Forrester provide important benchmarking. It is important that we mine for actionable quantifiable improvement opportunities and assign a financial value to improving these KPIs. The candidate must be an expert at essentials around Enabling the survey such as RFP and vendor contract negotiation, survey design, survey tests, survey sampling techniques, survey benchmarking as well as Analyzing structured and unstructured response data as well as Summarizing key insights with actionable recommendations. Analytics are key to helping business partners operationalize feedback in the form of measurable initiatives that improve experience, reduce cost of healthcare, reduce OPEX, grow loyalty faster and improve BSC's Medicare Stars ratings and Blue Shield Association Member Touchpoint Measures results.
Your Work
In this role, you will:
Your Knowledge and Experience
Pay Range:
The pay range for this role is: $ 145970.00 to $ 218900.00 for California.
Notes:
Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles.
External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.Full Time
$144k-166k (estimate)
01/13/2024
05/06/2024