Member Experience Architect & Engagement Director

PriMed Management Consulting Services, Inc.; California; On-site; USD 137,000 - 182,000; Full time

Job summary

Hill Physicians Medical Group in California is seeking a Customer Experience and Engagement Director to lead the contact center, member experience, and IT strategy. You will shape enterprise initiatives to drive satisfaction, growth and retention, directing a high-performing team and aligning with cross-functional partners.

As a senior leader, you will oversee performance metrics (KPIs) and ensure technology platforms (Epic, Salesforce) support member engagement, with emphasis on CAHPS

Qualifications

• BA/BS degree required.
• Minimum of 6-8 years of related customer experience.
• Five years of experience managing and achieving positive results through staff.
• Strong communication skills, both verbal and written.
• Strong analysis and project management skills.
• Experience with managed care and IPA exposure preferred.
• Experience with technology programs to improve member satisfaction and outcomes.

Responsibilities

• Responsible for the Contact Center, ensuring excellent service to providers, members, health plans, employers and others.
• Ensures technology supporting the department meets client needs.
• Oversight of Member Data Management tools and strategy.
• Accountable for accurate member data and required reporting.
• Provide leadership for member and patient experience and engagement.
• Evaluate CAHPS scores and other external measures.
• Collaborate with cross-functional teams to standardize member experience across channels.
• Owns decision making for member IT strategy including Epic, Salesforce, Hello World, Cipher Health, RingCentral, MyChart, Cheers, Campaigns.

Skills

Communication

Leadership

Project management

Stakeholder engagement

Microsoft Office

Education

BA/BS degree

Tools

Microsoft PowerPoint

Microsoft Word

Microsoft Excel

Job description

Hill Physicians Medical Group in California is seeking a Customer Experience and Engagement Director to lead the contact center, member experience, and IT strategy. You will shape enterprise initiatives to drive satisfaction, growth and retention, directing a high-performing team and aligning with cross-functional partners.

As a senior leader, you will oversee performance metrics (KPIs) and ensure technology platforms (Epic, Salesforce) support member engagement, with emphasis on CAHPS