Job Overview:

The Member Experience Program Manager is be responsible for development and implementation of strategic objectives aimed at optimizing performance and enhancing the qualiyt of member experience across all lines of business.

Essential Responsibilities:

· Assist in strategy development with leaders to create collaborative process to prioritize the available resources to maximize overall performance.

· Work with matrix leadership across the organization to successfully prioritize and assist in the execution of business needs.

o Work with TechOps to create a dashboard analyzing the different member demographics and encounters for predictive analytics.

· Seek to actively understand current processes to drive innovations for sustainable and scalable enhancements.

· Leverage available data and tools touching Customer Experience to identify areas of improvement and collaborate on improving those identified areas to improve the metric performance.

o Analyze data to understand dissatisfaction trends (Grievances, Retention, Post call survey, Audits)

· Share metrics and performance with business leaders, identifying key opportunities or process changes required at QIC.

· Lead a variety of projects related to improving member experience such as:

o Reaching out to members where necessary to understand and gain information on dissatisfaction (e.g. follow up on post call survey – service recovery)

o Conduct training across member facing teams and new hires to ensure staff understand the impact of customer service and member satisfaction.

o Run staff motivational campaigns in hot seasons to ensure the best outcomes.

o Run Pre survey outreach campaigns.

o Run service recovery campaigns for known dissatisfied members.

o Conduct call audits across all departments to ensure staff are offering the best member experience. Intervene where necessary.

Required Education, Experience, and Licenses:

· Bachelor's degree preferred, or a minimum of 3 years of experience with Medicare Star ratings and Medicare managed care plans.

· Proficiency in Excel is essential.

· Excellent Communication and presentation skills.

· Project management skills.

· Ability to meet deadlines and multitask.

· Strong aptitude for evaluating, interpreting and manipulating data.

· Strategic thinking and creativity

· Ability to motivate and manage teams.

Job Type: Full-time

Pay: $35.00 - $37.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Schedule:

• Monday to Friday

Work Location: In person