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Centene Corporation · 1 week ago

Medicare Member Experience Manager

Florida, United States

Full-time

Hybrid

Mid, Senior Level

$70K/yr - $126K/yr

4+ years exp

Centene Corporation is transforming the health of communities, aiming to enhance the member experience for their 28 million members. The Medicare Member Experience Manager will oversee member experience initiatives, leveraging data and cross-functional collaboration to identify pain points and implement improvements to the member journey.

Hospital & Health Care

Responsibilities

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, uncover root causes, gaining in-depth insights into the underlying factors shaping the member experience

Collaborates closely with Member Research & Insights, Product, Sales, Network, Contact Center, internal business unit leaders, and other Shared Service partners to align the end-to-end experience with overarching member Experience objectives

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 and uncover unmet needs, ensuring a seamless experience across all touchpoints

Leads cross-functional collaboration to develop solutions that improve the member experience with the health plan

These solutions should reflect in-depth research and insights, capturing complex demographic trends, behaviors, and pain points, to guide strategic decision-making across the organization

Leads initiatives to resolve member pain points across key priorities (new member journeys, renewing member journeys, aligned dual member experience, getting care, benefit usage, digital tool interaction and Call Center experience) by analyzing complaint trends across member types, implementing targeted retention strategies and partnering across teams to improve satisfaction and reduce disenrollment

Partners with senior stakeholders to diagnose and address critical friction points

Lead cross-functional teams, including Product, Operations, and Shared Services, in prioritizing and executing high-impact enhancements that significantly elevate the overall member experience

Serves as a key strategic partner to the Digital Product team and internal business unit leaders

Recommend and advocate for innovative capabilities and experience enhancements, grounded in deep insights from member experience data, to influence the long-term experience strategy of Medicare

Performs other duties as assigned

Complies with all policies and standards

Qualification

KPI developmentData analysisLean/Six SigmaHealthcare deliveryProject managementCRM platformsCall center platformsSurvey toolsCritical thinkingProblem solving

Required

Bachelor's Degree in Healthcare Administration, Business a 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, the ability to assimilate information from diverse sources, translate insights into clear implications and implement sustainable improvements required

Preferred

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