Sr. Professional - Experience Strategy

Profile

Description

The Senior Experience Strategy & Transformation Professional enhances the consumer experience by architecting experiences and building capabilities that will positively impact our customers. The Senior Experience Strategy & Transformation Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.

Responsibilities

The Experience Strategy & Transformation Professional 2 leads transformations and experience improvement development for healthcare consumer experience that will drive the future vision of the company's core businesses. Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed. Follows established guidelines/procedures.

Among the primary focus of this role will be to curate, implement and maintain patient and associate attrition initiatives across the market.

This role will also be responsible for identifying consumer centric operational gaps within our clinics and with our payer partners.

Develop and implement the Patient Experience retention training programs and initiatives that support the mission of CenterWell.

Proactively monitor online reviews and patient satisfaction surveys to identify trends, changes, and areas of opportunities for the market.

Conduct ongoing research and conduct a voice of the customer (patient) analysis find to find new brand offering or additions to CenterWell service offerings.

Developing and supporting the implementation of strategies for associate retention, motivation and engagement.

Developing, training and implementation of strategies that support patient ambassador program.

Developing, training and supervising the daily activities of associates in the patient navigator role.

Helping drive successful delivery of retention programs and processes that support CenterWell commitmentCenterWell's commitment of a work environment that supports well-being.

Required Qualifications

Bachelor degree in Communication, Journalism, Public Relations, Marketing, Business or equivalent experience

2- 4 years of consumer centric experience and/or manage care sales

Exceptional oral and written communication skills, including but not limited to presentation skills to leadership

Creativity and brand design knowledge/experience

Working knowledge of all Microsoft programs- remove

Experience with Microsoft Office (Word, Excel, and PowerPoint)

Detail oriented with excellent organizational and project management skills

Critical thinker who can anticipate team needs and take initiative to present ideas, ask the right questions and deliver the highest quality work

Capability to prioritize and handle multiple tasks with concurrent deadlines

Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Excellent oral communication and interpersonal skills

Presents a welcoming, approachable, professional demeanor and appearance with energy and enthusiasm.

Capability to communicate effectively with others, provide positive, individualized feedback in a compassionate and empathetic manner.

Capability to work under multiple deadlines, multitask, and adapt rapidly to changing priorities.

Passionate about improving the patients' experience of care

Keeps up to date on the latest trends, competitive advantage and relevant news in the healthcare environment.

Demonstrates strong project management skills, and effectively develops and monitors project work plans to completion.

Collaborates with executives and/or leaders in the field to create and/or oversee center level action plans to drive improvement at Centers.

Organizes priorities in a strategic manner, and pro-actively works with executives to ensure focus on the most critical areas for patient experience improvement across the market.

Exhibits excellent complex analytical, and change management skills

Solid ability to analyze and evaluate business problems by defining the challenges, identifying alternatives, and making timely decisions.

Strong knowledge of Patient Experience best practices, and how to best integrate with clinical care.

Strong experience in process improvement, along with a proven track record of leading others in the improvement of patient/costumer experience.

Ability to foster trust in associates

Preferred Qualifications

Master's Degree

Member/Consumer Experience design experience

Strategic Provider Communication experience

Scheduled Weekly Hours

40

Company info

Humana Inc.
Website : http://www.humana.com