Consumer Experience Program Strategist

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $72.2k - $115.5k / year

⏰ Full Time

🟡 Mid-level

🟠 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

• Lead assigned consumer experience projects and initiatives from planning through execution and monitoring • Foster member-centric thinking and integrate consumer voice into strategy, roadmaps, program development and experience improvement initiatives • Partner with external vendors for survey administration and Consumer Advisory Council activities • Monitor and report performance for assigned initiatives, programs and workstreams • Align programs with business strategy and the Consumer Experience strategic roadmap • Incorporate insights from advisory councils, surveys, appeals and grievance data, Medicare complaints and customer service call logs • Collaborate cross-functionally to design and implement strategies that improve member engagement and satisfaction • Maintain program timelines, expenditures, deliverables and outcome metrics • Analyze and consolidate insights to identify trends, strengths and improvement areas • Integrate competitor, geographic and population data into enterprise and localized strategies • Prepare and present findings and recommendations to stakeholders and senior leadership • Integrate industry trends, innovations and best practices into the strategic roadmap • Facilitate training and workshops on experience insights and member satisfaction • Foster relationships with stakeholders, providers, community organizations and regulatory bodies • Escalate material risks, dependencies, resource constraints and decisions to leadership and program governance forums • 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 • Three (3) years of experience in consumer experience measurement, member feedback, experience improvement, satisfaction surveys or engagement research, preferably in a highly regulated environment • Experience designing and facilitating consumer engagement programs, advisory councils, focus groups or similar feedback forums • Knowledge of multiple qualitative and quantitative research methodologies • Proven track record of managing complex projects from inception to completion • Experience translating research findings into actionable recommendations • Experience with Qualtrics preferred • Strong quantitative research skills, data analysis and report writing • Proficient in Microsoft Office Suite, including Word, Excel and PowerPoint • Strong knowledge of survey design and methodologies • Strong problem-solving, root cause analysis, interpersonal, organizational, listening and critical-thinking skills • Ability to work independently and within a team environment • Ability to develop, prioritize and accomplish goals • Ability to manage multiple projects • Bilingual is a plus • No licensure or certification required

🏖️ Benefits

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