Consumer Experience Program Lead

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $83k - $132.8k / year

⏰ Full Time

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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CareSource

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 30+ years

🏥 Healthcare

🛡️ Insurance

⚕️ Healthcare Insurance

Healthcare • Insurance • Healthcare Insurance

CareSource is a health services company focused on providing affordable health insurance and healthcare solutions. It offers a wide range of plans including Medicaid, Marketplace, and Medicare Advantage, targeting low-income adults, families, children, pregnant women, elderly adults, and people with disabilities. Additionally, CareSource provides members with resources for COVID-19 support, dental, vision, and hearing benefits, as well as pharmacy services. The company emphasizes easy access to healthcare management through online platforms and a mobile app.

📋 Description

• Execute the strategy, governance, delivery, and performance of Consumer Experience programs • Recommend program direction and integrate work across business and technical functions • Ensure regulatory requirements, consumer insights, operational initiatives, and performance-improvement activities are translated into a coordinated enterprise program • Drive member-centric thinking by integrating the voice of the consumer into strategy, multiyear roadmaps, program development, and experience improvement initiatives • Serve as subject-matter expert for Consumer Experience initiatives, methodologies, performance drivers, study design and administration, data structures, and industry practices • Translate regulatory requirements, survey results and trends, consumer insights, and operational performance into enterprise strategies, investment recommendations, and measurable improvement plans • Provide program-level guidance, mentorship, and subject-matter leadership to team members and cross-functional partners • Lead complex, interdependent research and engagement projects across their lifecycle, aligning scope, study design, documentation, dependencies, risks, and outcomes • Develop and present program analysis, actionable insights, and recommendations to executive sponsors, senior leaders, and governance bodies • Influence business owners and workstream leads to secure commitments and accountability for actions, milestones, and performance outcomes • Support operational vendor governance, including performance governance, contract deliverables, data quality, escalations, issue resolution, and service expectations • Ensure documentation, controls, and evidence support Quality, NCQA accreditation, audit, and regulatory requirements • Recommend priorities and corrective actions when performance, regulatory, or operational objectives are not met; implement approved actions and monitor outcomes • Represent the team in program meetings and perform other related duties as requested

🎯 Requirements

• Bachelor's degree in health care, patient experience, program management or a related field required • Equivalent years of relevant work experience may be accepted in lieu of required education • Five (5) years experience in consumer experience measurement, member feedback, experience improvement, satisfaction surveys or engagement research, preferably in a highly regulated environment required • Five (5) years experience in project or program management, leading complex, cross-functional initiatives required • Experience in the healthcare industry (e.g., health plan, provider group) required • Experience leading or overseeing Consumer Advisory Councils, member engagement or retention programs, community engagement initiatives, focus groups, or Voice of Customer (VoC) programs required • Demonstrated experience with process improvement methodologies and driving initiatives with measurable outcomes required • Demonstrated experience with Stars, Quality, and/or NCQA accreditation preferred • Demonstrated experience in a team lead or mentorship capacity preferred • Ability to communicate effectively with individuals from diverse backgrounds, cultures and health literacy levels • Strong program management skillset, including the ability to manage scope, schedule, and resources • Proven ability to interact effectively with all levels of the organization, provide change leadership and gain consensus • Exceptional listening, written and verbal communication and relationship-building skills • Knowledge of change management principles and guiding stakeholders through transformation • Process-driven, adaptable, and agile mindset with a commitment to continuous learning • Proven ability with Microsoft Office suite, including MS Project, Visio, and SharePoint • Excellent decision making/problem solving skills • Excellent critical listening and thinking skills • Familiarity with AI-enabled tools and emerging technologies • Bilingual is a plus • Licensure and Certification: None • General office environment; may be required to sit or stand for extended periods of time • Travel is not typically required

🏖️ Benefits

• Bonus tied to company and individual performance may be available • Substantial and comprehensive total rewards package • Employee total well-being support