57 applicants

Company

Medical Mutual · 10 hours ago

Customer Experience Specialist

Ohio, United States

Full-time

Remote

Mid, Senior Level

5+ years exp

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Culture & Values

Hiring Manager

Cassandra Sanders, PHR

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Responsibilities

Facilitates projects to enhance the member experience involving one or more cross-functional teams through execution and implementation, monitoring project performance and improvements.

Collaborates with appropriate stakeholders to ensure timely project delivery, anticipates risks, and plans accordingly.

Leverages Speech/Customer Analytics and customer feedback to Identify opportunities to improve customer experience.

Collaborates and builds relationships throughout the organization to manage expectations and drive customer satisfaction, while educating and promoting a culture of continuous improvement.

Performs other duties as assigned.

Plans and manages projects of a strategic and financial nature within the Customer Experience Division through execution and implementation.

Partners with appropriate stakeholders to ensure timely project delivery, anticipates risks and plans accordingly. Manages the change process with minimal impact to the business.

Leverages Speech/Customer Analytics and customer feedback to Identify opportunities to improve customer experience.

Collaborates and builds relationships throughout the organization to manage expectations and drive customer satisfaction, while educating and promoting a culture of continuous improvement.

Monitors project performance and improvements, sharing Best Practices and working to develop junior team members in process improvement/project management skills.

Performs other duties as assigned.

Qualification

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Customer ExperienceProcess ImprovementProject ManagementData InterpretationMicrosoft OfficeStakeholder ManagementOperations ManagementChange ManagementHealthcare ExperienceProject Management Certification

Required

Bachelor's degree in Business Administration or related field or equivalent combination of education/training and experience.

3 to 5 years progressive experience leading medium to large projects and cross-departmental corporate process or technology implementations, preferably in the health care or financial services industry.

Knowledge of customer experience / process improvement methodologies.

Intermediate to advanced Microsoft Office and database reporting skills.

Strong facilitation and project management skills.

Excellent oral, written, interpersonal and presentation communication skills with the ability to communicate with stakeholders at various levels of the organization.

Ability to interpret data trends and patterns, applying them to business processes and member experience.

Preferred

Experience in Medicare and/or Medicaid preferred.

Project Management certification preferred.

5 to 7 years progressive experience leading medium to large projects and cross-departmental corporate process or technology implementations.

Experience in dealing with stakeholders at all levels of the organization.

Strong analytical skills and the ability to interpret data trends and patterns, translating them into meaningful strategic issues and solutions in a business environment.

Ability to organize and manage multiple priorities.

Strong operations management skills: ability to lead people and get results through others.

Seasoned judgment, strong analytical and problem resolution skills.

Benefits

Employee bonus program.

401(k) with company match up to 4% and an additional company contribution.

Health Savings Account with a company matching contribution.

Excellent medical, dental, vision, life and disability insurance — insurance is what we do best, and we make affordable coverage for our team a priority.

Access to an Employee Assistance Program, which includes professional counseling, personal and professional coaching, self-help resources and assistance with work/life benefits.

Company holidays and up to 16 PTO days during the first year of employment with options to carry over unused PTO time.

After 120 days of service, parental leave for eligible employees who become parents through maternity, paternity or adoption.

Career development programs and classes.

Mentoring and coaching to help you advance in your career.

Tuition reimbursement up to $5,250 per year, the IRS maximum.