Director, Member Experience

Centene Corporation; Illinois; Hybrid; USD 110,000 - 205,000; Full time

Job summary

A leading healthcare organization is seeking a strategic leader to enhance member experience for 28 million members. This role involves guiding satisfaction initiatives, collaborating with senior leadership across various departments, and ensuring alignment with overall business objectives. The ideal candidate will have a strong background in strategic planning, data analysis, and member engagement, with a focus on implementing effective retention strategies.

Benefits

Health insurance

401K and stock purchase plans

Tuition reimbursement

Paid time off plus holidays

Flexible work schedules

Qualifications

• 5+ years of supervisory/management experience.
• 7+ years of strategic planning or business development experience.
• Background in consumer experience preferred.

Responsibilities

• Identify opportunities and guide strategies to improve member experience.
• Develop and implement member satisfaction and retention strategies.
• Analyze member needs to develop strategic directives and programs.

Skills

Strategic Planning

Data Analysis

Collaboration

Communication

Problem Solving

Education

Bachelor’s Degree

Master's in Health Care related field

Job description

You could be the one who changes everything for our 28 million members. Centene is transforming the health of our communities, one person at a time. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.

Position Purpose: This role is responsible for identifying opportunities and guiding strategies to improve the overall member experience. The position focuses on developing and implementing member satisfaction and retention strategies across all product lines through cross-functional collaboration at a senior leadership level. Key departments involved include, but are not limited to, Member Services, Grievances and Appeals, Quality, Provider Relations, Network Operations and Contracting, Health Equity, Vendor Management, Product, Finance, Enrollment, IT, Communications, Sales, and Marketing. The role supports overall enrollment and market share growth by identifying, communicating, and holding retention management and staff accountable for achieving health plan performance expectations. It includes monitoring and appraising job results and performance while fostering a positive, team-oriented work environment. Analyzing and interpreting member needs to develop both short- and long-term strategic directives and programs aimed at enhancing the member experience is an expectation of the role. The position provides strategic and operational insights to senior leadership to drive key initiatives and market growth plans, while ensuring alignment with broader organizational initiatives through collaboration with Corporate Strategy partners. Additionally, the role acts as a key resource for gathering information and initiating action plans on a wide range of topics, issues, and projects that impact operations and strategic initiatives. It involves close collaboration with senior leadership to achieve business objectives and contributes to the development and execution of brand awareness and member education campaigns, including community goodwill events with strategic partners such as providers, professional associations, alliances, and charitable organizations.

*Applicants must reside in the state of Illinois to be considered for this position.

• Contributes to the development of retention policies, procedures and processes to retain, convert and maximize value creation.
• Analysis of outcome data, adjusting strategy accordingly and pro-actively to maximize outcomes.
• Provides strategic oversight and leadership for all member experience activities for all lines of business (Community Relations, Advocacy, Outreach, Retention) to drive better brand awareness and retention.
• Partners with Quality to support Quality and Healthcare Effectiveness Data and Information Set (HEDIS) initiatives and focus on STARS improvement, Consumer Assessment of Healthcare Providers and Systems (CAHPS), access and availability surveys, financial incentives and improving Early and Periodic Screening, Diagnostic and Treatment (EPSDT) scores.
• Leads partnerships between marketing and internal clients to identify business opportunities and needs and develops and implements initiatives targeted at addressing these needs.
• Benchmark key metrics and direct the collection of data to demonstrate value: Choice Rates, Member Retention, ROI w/vendors.
• Responsible for development and tracking of member retention activities and Value-Added Benefits.
• Aids Sales & Marketing process to drive growth by ensuring all activities are tied to key priorities of the Business Plan.
• Develop innovative, cost-effective solutions that increase visibility and transparency into the overall outcomes for our members across all lines of business.
• Identify impacts, risks and interdependencies and support development and monitoring of appropriate actions and integration activities to address them.
• Attends key sponsored events of the Plan and interfaces with local and statewide political leaders as needed.
• Leverage data-driven strategies, tools and automation to remove barriers, enhance efficiency and optimize performance.
• Intra and interdepartmental communication and collaboration.
• Performs other duties as assigned.
• Complies with all policies and standards.

Education/Experience:
BA/BS - Bachelor’s Degree or equivalent required. MS - in a Health Care related field preferred. 5+ years of supervisory/management experience . 7+ years of Strategic Planning or Business Development or similar experience. Preferred: Background in consumer experience.

Must reside in Illinois.

Pay Range: $110,900.00 - $205,000.00 per year

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law, including full-time or part-time status. Total compensation may also include additional forms of incentives. Benefits may be subject to program eligibility.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act