IEHP · 2 months ago
Vice President, Member Experience
US-CA-Rancho Cucamonga
Full-time
Hybrid
Director/Executive
$246K/yr - $345K/yr
10+ years expIEHP is dedicated to healing and inspiring the human spirit, seeking a Vice President of Member Experience to lead and enhance member services. The role involves strategic oversight of member experience initiatives, driving operational improvements, and fostering a service-oriented culture across the organization.
Health CareHealth DiagnosticsHospital
Responsibilities
Develop the vision, strategy, and capabilities to deliver best-in-class Member experiences throughout the organization for all products (Medi-Cal, Medicare, and Commercial) and interactions. Foster a service-oriented work environment with an emphasis on dedication to serving Members
Provide direct leadership, oversight, and accountability for the effectiveness of the Member Services, Transportation Services, and Business Systems & Transformation teams through the development of an annual workplan that aligns with the organizational priorities which includes key infrastructure projects, training & development plans, and actions focused on continuous improvement of the team’s culture and engagement
Establish assessment processes and procedures for the departmental infrastructure and staffs to ensure quality of work meets expectations. Drive engagement within the Member Services, Transportation Services, and Business Systems & Transformation leaders to build strong and clear interrelationships to ensure successful operational performance resulting in high levels of Member satisfaction
Focus on optimizing the workflows of Member Services and Transportation Services departments by utilizing process automation and Conversational Artificial Intelligence
Identify areas of improvement and leads projects and continuous improvement initiatives for the Member Services, Transportation Services, and Business Systems & Transformation teams. Anticipates operational challenges and proactively identify and execute solutions to mitigate obstacles
Monitor performance, remove barriers, develop and implement strategies to enhance Member satisfaction in coordination with IEHP’s organization-wide operations, non-operations, and clinical teams
Monitor developments on the federal and state level that may impact the Member Services, Transportation Services, and Business Systems & Transformation teams. Develop appropriate strategies as necessary and implements corrective actions as appropriate
Ensure regulatory documentation prepared by the Member Services, Transportation Services, and Business Systems & Transformation teams is accurate and meets regulatory requirements. Participates in audits and interacts with regulatory agencies as a credible, influential, and respected leader
Work closely with IEHP’s Vice President, Quality, Vice President, Health Services Clinical Integration & Operations, and Vice President, Provider Experience to prioritize efforts and launch improvement activities based on Member experience surveys (CAHPS), data, HEDIS, and real-time Voice of the Member feedback
Meet and communicate regularly with organization-wide operations, non-operations, and clinical leaders to evaluate existing programs, plan, and implement new programs that support identified Member needs
Cultivate and maintain positive working relationships at all levels of the organization to ensure positive collaboration to identify, assess, and prioritize upstream and downstream impacts of Member initiatives throughout the organization
Lead health plan activities to improve and ensure high performing service is available to IEHP Members
Implement new ideas to improve processes, create efficiency through implementation of new technologies (including automation and leading edge AI solutions) or improving those already deployed, ultimately to produce high performing service and quality
Identify gaps and systematic opportunities for improvement for the organization and defines and designs efforts that will improve the Member Experience focusing on using Lean principles to improve key operations and operational work systems, under the direction and guidance of the COO
Focus on driving IEHP strategies and is directly responsible for leading critical programs and initiatives designed to move the organization’s strategic priorities forward
Partner with Executive Leadership team and other key stakeholders to analyze, design, document, and communicate strategic opportunities for improving the Member experience, reducing Member call and grievance drivers, service design, and technology enablers such as omnichannel, Member portal, and Member self-service
Leverage global and industry best practices and benchmarks to measure and improve Member Experience functions as well as the Member Experience itself
Create a high performing workforce and fostering an environment that supports and promotes best in class performance and a culture that supports IEHP’s MVV
Qualification
Required
A minimum of ten (10) years of experience in a leadership position within the health plan administration function
Demonstrated experience in health plan operations, integrated health care delivery system
Hands on experience implementing digital transformation projects involving user experience design, engagement, and development of member/provider portal self-service and Voice of the Member capabilities
Master's degree in a related field from an accredited institution required
In lieu of a Master's degree, a minimum of a Bachelor's degree and four (4) years of additional relevant work experience is required for this position. This experience is in addition to the minimum years listed in the Experience Requirements above
In lieu of a Master's degree and a Bachelor's degree, a minimum of twelve (12) years of additional relevant work experience is required for this position. This experience is in addition to the minimum years listed in the Experience Requirements above
Managed care, government programs, or other product lines
Healthcare, health plans and/or health plan accreditation principles and practices, in directing operations within the organization
Regulatory and compliance requirements related to Medi-Cal, Medicare of Commercial products, including but not limited to the California Knox-Keene Healthcare Service Plan Act and Regulations
Demonstrated knowledge of health plan operations
Strong experience in Customer Experience/Voice of the Member approaches, NPS scoring, and related technology
A high level of diplomacy is necessary to anticipate, recognize and deal effectively with sensitive Member issues
Strong leadership skills required including team development, mentoring, and coaching, and personnel management
Strong interpersonal and relationship building skills; ability to develop strategic partnerships both internally and externally
Strategic thinker with ability to translate complex operational challenges into practical action plans
Ability to demonstrate emotional intelligence skills, thought leadership, and flexibility to handle uncertainties in a changing environment
Excellent communication skills; verbal and written
Strong organizational skills and attention to detail
Work independently and collaboratively within a team environment to deliver results
Manage multiple projects with competing deadlines and changing priorities with proven execution against aggressive objectives
Partner with external stakeholders to execute goals and initiatives of the organization
Ability to drive alignment across executives and peers at all levels in the organization
Work in a complex, rapidly evolving environment which requires high-level initiative, and judgment necessary to bring resolution to sensitive issues
Communicate effectively to a variety of audiences in small or large group settings
Benefits
Competitive salary.
Hybrid schedule.
State of the art fitness center on-site.
Medical Insurance with Dental and Vision.
Life, short-term, and long-term disability options
Career advancement opportunities and professional development.
Wellness programs that promote a healthy work-life balance.
Flexible Spending Account – Health Care/Childcare
CalPERS retirement
457(b) option with a contribution match
Paid life insurance for employees
Pet care insurance
Company
IEHP
With a mission to heal and inspire the human spirit, Inland Empire Health Plan (IEHP) is one of the top 10 largest Medicaid health plans, the largest not-for-profit Medicare-Medicaid public health plan in the country, and for the fourth year in a row, certified as A Great Place To Work®.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$32.38M2021-02-04Grant· $32.38M
Leadership Team
Susie White
Chief Operating Officer
Katherine A. Kang
Vice President, HR Strategic Initiatives and Business Partners
Recent News
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2025-11-11
2025-09-19
2025-09-18
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