Senior Manager, Consumer Engagement

Employment Type

Full-time

Exempt or Non-Exempt

Exempt

Job Summary

Worksite Location (In-Office): Honolulu, Hawaii

Pay Range: $78,000 - $153,000, position is eligible for an incentive bonus

Note: Individuals typically begin between the minimum to middle of the pay range

This position is responsible for establishing and supporting departmental priorities and serves as a key decision-maker impacting customer service and member experience. The Senior Manager is also responsible for 1) the strategy and implementation of member-facing tools and servicing applications, 2) ensuring HMSA Customer Relations staff receives clear, consistent and timely information in support of departmental and corporate goals, 3) creating and managing a robust process to review external stakeholder communications to ensure the Voice of the Customer is represented, 4) regularly collect and synthesize customer feedback by engaging with the department's management and staff and create a process for sharing it with key partners across the organization, and 5) leading efforts to transform consumer experience across all of the department's customer interactions/touchpoints in support of HMSA's customer satisfaction ratings.

Minimum Qualifications

• Bachelor's degree and five years of related work experience; or equivalent combination of education and related work experience.
• Three years of experience in a management or supervisory capacity.
• Strong familiarity with online communities and social networking sites, including Twitter, Facebook, YouTube, LinkedIn and similar sites.
• Basic working knowledge of Microsoft Office applications. Including Word, Excel, PowerPoint, Outlook.
  
  
  

Duties And Responsibilities

• Oversee corporate and department projects, advocating for HMSA consumers while understanding corporate priorities. Lead project phases end-to-end and facilitate business decisions and technical solutions to meet milestones, resolve issues, minimize risks, and apply best practices. Manage a team that serves as the liaison to program offices and other HMSA business areas, contributing to and/or leading corporate priorities, supporting servicing workflows areas across HMSA, and leading projects ranging from small initiatives to large scale efforts.
• Regularly engage HMSA Customer Relations and business areas to seek input on how to improve consumer experience as well as customers' information needs relative to health plan benefits, costs, health care providers and the quality of their care. Use feedback to ensure Voice of the Customer is incorporated into external communications and consumer experience strategies. Create and implement new ways to engage and connect with members, build relationships and seek their feedback using in-the-field research, online surveys, social media and other methods.
• Oversee member-facing and member servicing tools such as the member portal, mobile app, cost estimator tool, Report to Member, and the department's customer relationship management system. Be the CR Liaison for system upgrades and implementation of new products within the company and provide the appropriate support to the projects from the member servicing perspective, which includes advocating for the member and servicing staff, and coordination of testing.
• Provide work direction and leadership to assigned personnel (people leaders and professional staff) and allocate resources to meet budget and scheduling requirements. Write and conduct staff performance plans to ensure they are supporting department objectives, expectations. Ensure performance standards are clearly communicated and staff is coached on training and career development.
• Performs all other miscellaneous responsibilities and duties as assigned or directed.