Medicare Member Experience Manager

Centene

Base: $70,100.00 - $126,200.00 py; bonus/equity: n...
Hybrid
Voice of the customer analysis
Lean/six sigma methodologies
Kpi tracking and analysis
Oversees the member experience through the lens of voice of the customer and other key experience value drivers, leveraging LEAN/Six Sigma methodologies and KPI tracking

Job Summary

  • Oversees the member experience through the lens of voice of the customer and other key experience value drivers, leveraging LEAN/Six Sigma methodologies and KPI tracking.
  • Collaborates closely with Member Research & Insights, Product, Sales, Network, Contact Center, and other Shared Service partners to align the end-to-end experience with overarching member Experience objectives.
  • Leads initiatives to resolve member pain points across key priorities by analyzing complaint trends, implementing targeted retention strategies, and partnering across teams to improve satisfaction and reduce disenrollment.

Matching Summary

Oversees the member experience through the lens of voice of the customer and other key experience value drivers, leveraging LEAN/Six Sigma methodologies and KPI tracking.

Salary

Base: $70,100.00 - $126,200.00 per year; Bonus/Equity: Not specified; Benefits: Comprehensive benefits package

Skills & Requirements

Must-have

  • Voice of the customer analysis
  • LEAN/Six Sigma methodologies
  • KPI tracking and analysis
  • Cross-functional collaboration
  • Member journey enhancement
  • Root cause analysis

Nice-to-have

  • Strategic decision-making
  • Innovative capability recommendation
  • Complex demographic trend analysis
  • Proactive pain point identification

Key Requirements

  • Bachelor's Degree or equivalent experience
  • 4+ years experience with KPI development
  • 4+ years experience with performance dashboards
  • 4+ years experience with project management software
  • Advanced problem solving and critical thinking
  • Knowledge of CMS regulatory processes
  • Knowledge of healthcare delivery

Work Rights

Must be authorized to work in the U.S.

Tailored Resume

Cover Letter