Senior Director, Enterprise Consumer Experience Programs

Job Summary:

The Senior Director, Enterprise Consumer Experience Programs is responsible for coordinating an enterprise-wide strategy designed to deliver exceptional service to the CareSource membership and its affiliates. The Senior Director sets the strategy, the focused direction, and initiatives for the team to execute on the enterprise-wide Consumer Experience (CX) strategy and roadmap to achieve unparalleled Consumer Experience.

Essential Functions:

• Leads the team to identify key patient friction points caused by existing organizational processes and helps the organization design strategies to close these service gaps and opportunities.
• Leads or supports cross-functional strategic initiatives to increase consumer experience and are improve or foster a culture of innovation.
• Partner with executive stakeholders throughout the organization and effectively communicate service expectations, risks, and improvement opportunities throughout the organization.
• Develops and provides recommendations and solutions on innovative and effective ways to internalize service standards and expectations using KPI's and other metrics.
• Sponsors development of leading and lagging indicators that allows cross functional teams to proactively focus on opportunities to remain ahead of patient experience overall performance.
• Leads the development or enhancement of new/existing patient experience dashboards and scorecards and develops processes that shares key learnings and best practices for continuous improvement.
• Oversees the development of benchmarks for service best practices within and outside the healthcare industry.
• Initiates the use of measurements to understand the impact of deploying key member experience initiatives from pre-to-post implementations, including but not limited to NPS, CAHPS scores, other engagement scores, CTM's, Appeals, disenrollment and retention.
• Collaborate with Operations and Clinical leadership to develop strategies and action plans for performance improvement aimed at seamless patient experience and loyalty.
• Keep abreast of latest trends, innovations and best practices to improve the CX strategy across CareSource.
• Lead the creation of baseline measures, insights-driven recommendations, and ROI estimates against programs and initiatives that drive positive consumer experience.
• Supports leaders through service changes and acts as a liaison in connecting relevant parties and stakeholders.
• Oversees strategy development for preparation and deployment of all lines of business (Medicare, Medicaid, Market Place) regulatory as well as simulated patient experience surveys including CAHPS, HOS and other regulatory surveys.
• Creates the direction and strategy for the CAHPS customer experience team that focuses on gathering consumer research/insights, consumer analytics, and performance measures; leverage our digital business strategy to enable growth, quality, member retention and consumer loyalty for the enterprise.
• Develops strategies and initiatives that proactively assists with setting member expectations on their individual contribution and responses to deployed surveys that achieve expected participation results and baselines as defined by CMS or other regulatory stakeholders.
• Perform other job-related duties as assigned.

Education and Experience:

• Bachelor's degree or equivalent years of leadership experience in healthcare member or patient experience is required.
• Minimum of seven (7) years of Consumer Insights experience is required
• Minimum of five (5) years of strategic leadership or healthcare management experience is required
• A minimum of two (2) years of leadership experience related to member or patient experience improvement is required.
• Experience with and empathy for the low-income demographic is desired.
• Experience charting and targeting consumer measures and applying trustworthy ROI metrics to customer experience improvement activities is required.
• Consumer experience journey mapping is preferred.

Competencies, Knowledge and Skills:

• Intermediate proficiency level within Microsoft Word, Excel and PowerPoint
• Solid analytic and process skill set
• Excellent communication and presentation skills
• Ability to work independently and within a team environment
• Critical listening and thinking skills
• Attention to detail
• Negotiation skills/experience
• Experience in managing large-scale projects in a matrixed environment
• Time management skills
• Technical writing skills
• Customer service oriented
• Decision making/problem solving skills

Licensure and Certification:

• None

Working Conditions:

• General office environment; may be required to sit or stand for extended periods of time

Compensation Range:
$132,900.00 - $232,700.00 CareSource takes into consideration a combination of a candidate's education, training, and experience as well as the position's scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee's total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type:
Salary

Competencies:
- Create an Inclusive Environment
- Cultivate Partnerships
- Develop Self and Others
- Drive Execution
- Influence Others
- Pursue Personal Excellence
- Understand the Business

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an inclusive environment that welcomes and supports individuals of all backgrounds.

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