As a member advocate, this position develops and leads the Member Experience team to respond to member inquiries and issues and proactively engage with members while gaining actionable insights to deliver a personalized experience across all lines of business. Executes an effective Member Experience strategy that integrates the engagement of members with their plan, to both improve health outcomes and their retention, as well as a Member Services call center interaction experience that drives me... more details
Director, Member Experience
SummaCare - 1200 E Market St, Akron, OH
Full-Time / 40 Hours / Days
SummaCare is a Summa Health entity that offers health insurance in northern Ohio. As a regional, provider-owned health plan, SummaCare is based in Akron, Ohio, and provides Medicare Advantage, individual and family and commercial insurance plans. SummaCare has one of the highest rated Medicare Advantage plans in the state of Ohio, with a 4.5 out of 5-Star rating for 2024 by the Centers for Medicare and Medicaid Services (CMS). Known for its excellent customer service and personalized attention to members, SummaCare is committed to building lasting relationships. Employees can expect competitive pay and benefits.
Summary:
As a member advocate, this position develops and leads the Member Experience team to respond to member inquiries and issues and proactively engage with members while gaining actionable insights to deliver a personalized experience across all lines of business.
Executes an effective Member Experience strategy that integrates the engagement of members with their plan, to both improve health outcomes and their retention, as well as a Member Services call center interaction experience that drives member satisfaction, loyalty and retention while achieving required metrics and regulatory compliance, accomplished through strong interpersonal leadership skills and the use of analytics technology to manage success.
Formal Education Required:
a. Bachelor Degree required.
b. MBA preferred.
Experience and Training Required:
a. Five (5) years’ experience to include:
i. Direct to consumer call center and customer service management in any industry, with health insurance or healthcare preferred,with a focus on customer onboarding, retention improvements, customer journey mapping and management and process improvement or strategy where the primary function is to improve, track, measure or influence consumer and/ or customer engagement.
ii. Five (5) years direct supervisory experience required.
iii. Certification in customer experience management, such as Certified Customer Experience Professional (CCXP), is preferred.
3. Other Skills, Competencies and Qualifications:
a. Demonstrate strong personal leadership, managerial and analytical skills.
b. Maintain current knowledge of issues affecting operational functions within a health plan, health insurance company and/or a third party administrator.
c. Apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions.
d. Make sound decisions and recommendations based on consideration of facts, priorities, resources, and alternatives.
e. Organize and manage time to accurately complete tasks within designated time frames in fast paced environment.
f. Maintain current knowledge of and comply with regulatory and company policies & procedures.
g. Maintain confidentiality of member and business information.
h. Proficient with Microsoft Office Suite, Qualtrics XM Discover and Cisco (or similar) phone system. Familiarity with Power BI and SQL server and Salesforce (or similar).
i. Demonstrated understanding of emerging customer experience/interaction channels and technology including customer support technologies, CRM, social media, chat, etc. and familiarity with managing member experience work flows and service recovery practices.
j. Flexible: ability to adjust work hours to meet business demands.
k. Population Specific Competency: Ability to effectively interact with patients/customers with the understanding of their needs for self-respect and dignity
4. Level of Physical Demands:
a. Sedentary: Exerts up to ten pounds of force occasionally and/or a negligible amount of force frequently.
$59.64/hr - $89.46/hr
The salary range on this job posting/advertising is base salary exclusive of any bonuses or differentials. Many factors, such as years of relevant experience and geographical location are considered when determining the starting rate of pay. We believe in the importance of pay equity and consider internal equity of our current team members when determining offers. Please keep in mind that the range that is listed is the full base salary range. Hiring at the maximum of the range would not be typical.
