Oversees the member experience through the lens of voice of the customer and other key experience value drivers
Leverage LEAN/Six Sigma methodologies and KPI tracking to identify issues
Collaborates closely with Member Research & Insights, Product, Sales, Network, Contact Center, internal business unit leaders
Provides strategic oversight and direction in monitoring and analyzing the comprehensive end-to-end member journey
Leverages data and initiating high-impact research to proactively identify pain points
Leads cross-functional collaboration to develop solutions that improve the member experience with the health plan
Partners with senior stakeholders to diagnose and address critical friction points
Lead cross-functional teams, including Product, Operations, and Shared Services
Serves as a key strategic partner to the Digital Product team and internal business unit leaders

Bachelor's Degree in Healthcare Administration, Business or related field or equivalent experience required
4+ years Experience with KPI development, using performance dashboards and reports, and project management software required
Advanced level of problem solving and critical thinking to assess issues from multiple perspectives
Knowledge of CMS regulatory, Complaint and Grievance processes, healthcare delivery, Data analysis and reporting, CRM and call center platforms, Survey and feedback tools preferred
Workflow and project management tools, Digital communication tools, Lean/Six Sigma methodologies or other process/continuous improvement strategies preferred
CSSBB
Six Sigma Black Belt or Green Belt or other project management tools preferred.

Medicare Member Experience Manager

Key skills