Consumer Experience Professional

Job Description

Process improvement background required.Medicare or Medicaid background is also highly desired.The Senior Consumer Experience Professional ensures optimized interaction between a company and members.Each resource will be assigned to a state or states from kickoff through run-the-business and beyond. Execute new-business process deliverables for successful implementation.Review, analyze, update and create process flows, including troubleshooting. Understand and incorporate business area needs, wants, gaps (perceived or real) into improvement plans. Execute on day-to-day operational tasks and projects (ex. intakes).Identify improvement opportunities; devise and implement continual process improvement plans.The Senior Consumer Experience Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.The Senior Consumer Experience Professional may leverage voice of the customer, NPSt, root cause, telling the story, call listening, member experience design, elimination and recognition of friction points, identifying automation/optimization opportunities, empower others in the organization to speak up and voice opportunities to improve the member experience.Begins to influence department’s strategy.Makes decisions on moderately complex to complex issues regarding technical approach for project components, and work is performed without direction.Exercises considerable latitude in determining objectives and approaches to assignments.Candidates with Agile certification, Scrum certification or Lean Six Sigma certification is preferred.

Qualifications

Process improvement background required.Medicare or Medicaid background is also highly desired.Bachelor's degree or equivalent experience.5 or more years of consumer operations experienceProficiency in all Microsoft Office Programs including Word, Visio, PowerPoint, Excel, and Access.Ability to interpret assignments and understand department strategy.Candidates with Agile certification, Scrum certification or Lean Six Sigma certification is preferred.

Additional Information

All your information will be kept confidential according to EEO guidelines.