Job Summary

We are seeking a dynamic and experienced Director of Member Experience to lead our efforts in enhancing member satisfaction and retention across our Medicaid lines of business. This remote position requires a strategic thinker with a passion for process improvement and a strong background in the healthcare or pharmacy sectors. The ideal candidate will develop, implement, and monitor successful strategies to meet our Medicaid membership retention objectives while also exploring opportunities to apply similar solutions for Medicare and Marketplace operations.

Responsibilities

• Identify and drive process improvements aimed at enhancing both member and provider experiences.
• Develop comprehensive strategies to address and alleviate pain points in critical areas, including pharmacy management, network and provider relations, and other essential services that impact overall member satisfaction.
• Engage actively in Enterprise Health Plan meetings to contribute to the strategic planning and decision-making processes of the health plan.
• Analyze data and feedback to assess member needs and improve service delivery.
• Collaborate with cross-functional teams to ensure alignment and effective implementation of member experience initiatives.
• Monitor industry trends and best practices to enhance our strategies and maintain a competitive edge in member experience.

Requirements

• Bachelor’s degree in a relevant field; Master’s degree preferred.
• 5+ years of experience in healthcare operations, with a focus on member experience or customer service.
• Proven track record of developing and executing strategies that improve member satisfaction and retention.
• Strong analytical skills and the ability to interpret data to drive decision-making.
• Excellent communication and interpersonal skills to foster collaboration across various departments.
• Experience with Medicaid and Medicare programs is highly desirable.
• Ability to work independently in a remote setting while managing multiple projects.

Benefits

• Competitive salary and performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Retirement savings plan with company match.
• Opportunities for professional development and continuing education.
• Supportive remote work environment.