Manager, Speech Analytics, Insights

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $83k - $132.8k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📉 Data Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

CareSource

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 30+ years

⚕️ 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

• Collaborate with the Service Excellence team to improve the experience for customers (Member & Provider) • Drive innovation and efficiencies within the call center • Explore and apply AI capabilities to improve how we collect, analyze, and act on customer insights • Evolve enterprise Voice of the Customer (VoC) and Customer Experience (CX) programs across all lines of business • Explore and experiment with new methods, tools and automation for gathering sentiment • Define and prioritize the AI roadmap for call center initiatives • Define success metrics, measure outcomes, and track AI initiative impact over time • Stay updated on AI trends and best practices for customer research • Manage call center analysis efforts that drive measurement, prioritization, and implementation of identified opportunities • Prepare stakeholder materials, demos, and use case summaries • Act as liaison with call monitoring vendor • Lead and mentor Voice of the Customer Insights Analysts

🎯 Requirements

• Bachelor's degree in Marketing, Business, Communications, a health care field, or related field required • Five (5) years Customer service experience related to healthcare payer dealing with both members and providers required • Three (3) years Leadership experience required • Proficiency in Microsoft Excel and PowerPoint is required • Critical thinking, creative problem-solving, knowledge and experience with journey mapping and storytelling (personas, journey mapping), strongly preferred • Excellent communication and stakeholder engagement skills • Strong ability to communicate and collaborate with stakeholders across different levels • Familiarity with creating agentic experiences that proactively anticipate user needs, adapt in real time, and deliver personalized healthcare solutions, strongly preferred • Ability to analyze processes and produce recommendations for improvements • Ability to develop, prioritize, accomplish goals and the capability to work independently • Ability to keep current on technologies through self-directed learning. • Excellent written and verbal communication skills, with a high level of attention to detail. • Strong leadership, interpersonal and active listening skills. • Proven ability to coach and inspire direct reports to achieve required goals and key performance indicators.

🏖️ Benefits

• Comprehensive total rewards package • Bonus tied to company and individual performance