IEHP · 13 hours ago
Vice President, Member Experience
Rancho Cucamonga, CA
Full-time
Hybrid
Director/Executive
$246K/yr - $345K/yr
10+ years expIEHP is committed to healing and inspiring the human spirit, and they are seeking a Vice President of Member Experience to lead efforts in optimizing member services. This role involves providing senior leadership and overseeing strategies to enhance the overall member experience across various teams.
Health CareHealth DiagnosticsHospital
Responsibilities
Providing senior level leadership, guidance to the Member Services, Transportation Services, and Business Systems & Transformation Teams
Oversight over all aspects of the Member experience, strategy, and initiatives
Creating and developing strategic alliances and relationships
Serving as an internal advocate and the voice of the Member
Planning, organizing, leading, and coordinating the IEHP approach to achieve high performance in key service-related functions and programs from a Member perspective
Bringing awareness to IEHP Executives and Departments on how their work impacts the Member and driving the strategy and execution of Member experience initiatives across the organization
Defining and executing complex, cross-functional solutions that focus on maximizing the Members’ experience by optimizing the Members’ abilities to navigate their benefits
Leading change within the organization, with a strong ability to prioritize and operationalize improvements
Developing and executing a robust Member Experience strategy to influence cultural change across the organization and to drive enhanced results
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
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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