Manager, Customer Experience #20-2018

<strong>At Emergent Holdings, we&rsquo;re creating an innovative environment where our employees belong authentically, contribute meaningfully, and thrive intentionally &mdash; both personally and professionally.</strong>

Southfield, MI

Emergent Holdings

<strong>Emergent Holdings is driven by a singular goal &mdash; improving the health and safety of our customers and our communities. How do we do that? We create innovative insurance products, technology solutions, and services to support our key stakeholders &mdash; individuals, employers, providers, and strategic partners &mdash; improving the health and safety of the people and places we serve.</strong>

keywords: management,organization,goals,performance,build,leadership,initiate,develop,education,analysis,experience,presentation,license,certification,quality assurance,leadership

Full Time

Overview: Manager Customer Experience is responsible for leading efforts in support of improving our Senior members experiences across a wide range of initiatives to create the foundation for the Senior members to view us as a trusted partner. CAHPS scores and enterprise wide goals are tied to delivering a high-valued customer experience. Engage in effective collaboration with other organizational areas.
Responsibilities: RESPONSIBILITIES/TASKS: <br /> <ul> <li>Serve as a CAHPS Champion across all senior plans both PPO and HMO.</li> <li>Build collaborative relationships with the Corporate Marketing Customer Experience (CMCX) extended team to leverage best enterprise resources for Senior Health Services.</li> <li>Build a deep understanding of member experience through synthesis and analysis of primary and secondary research from multiple stakeholders to determine critical focal points for improvement initiatives.</li> <li>Initiate succinct and clear executive presentations including establishing mitigation plans, as needed.</li> <li>Educate through example the CMCX practices: Be Clear &amp; Simple, Provide Guidance and Relate to the Customer</li> <li>Benchmark best practices within the industry, addressing gaps in performance based on survey data and utilization of feedback from internal and external focus groups to create member experiences that are easy, useful and personal.</li> <li>Direct and lead strategic projects tied to improving the Senior member experience across MA PPO &amp; HMO, Med Supp, Rx, etc.</li> <li>Lead cross functional work teams to identify, develop and/or oversee initiatives targeted at improving member experience. Facilitate development of member experience initiative roadmap, performance measures and appropriate tracking to ensure organizational objectives are met.</li> <li>Develop and implement progress reporting to key internal stakeholders.</li> </ul>
Requirements: EDUCATION:<br />Bachelor's degree in Business Administration, Health Care Administration, Marketing, or a related field. Master's degree in a related field is preferred. Relevant combination of education and experience may be considered in lieu of degree. Valid Michigan Accident and Health Insurance license is required for managers whose primary emphasis is sales. Valid and unrestricted driver's license is required. Continuous learning, as defined by the Company's learning philosophy, is required. Certification or progress toward certification is highly preferred and encouraged.<br /><br />EXPERIENCE: <br />Seven years' experience of progressive responsibility in a business environment with demonstrated technical knowledge that provides the necessary knowledge, skills, and abilities required. Three years supervisory or lead experience in business required. Bilingual skills preferred.<br /><br />SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED: <br /> <ul> <li>Excellent analytical, organizational, planning, verbal, and written communication skills required.</li> <li>Proficient in work that involves analysis, organization, planning, presentation development, problem resolution, sales, strategy, and innovation.</li> <li>Must be self-motivated and have the ability to work well under pressure.</li> <li>Ability to effectively present information and respond to questions from internal and external contacts at all levels of the organization.</li> <li>Ability to read, analyze, write, and develop communications (i.e. white papers, strategy decks, etc.) or reports as required by leadership.</li> <li>Proficient in current industry standard PC applications and systems.</li> <li>Extensive knowledge of operations.</li> <li>Must demonstrate leadership ability and team building skills to effectively supervise professional and non-professional staff and interact with all levels of management.</li> <li>Ability to work with and empower others on a collaborative basis to ensure success of unit team.</li> <li>Ability to effectively exchange information, in verbal or written form, by sharing ideas, reporting facts and other information, responding to questions, and employing active listening techniques.</li> <li>Ability to effectively present budgetary and/or cost information and respond to questions as appropriate.</li> <li>Ability to establish workflows, manage multiple projects, and meet necessary deadlines.</li> </ul> <br />WORKING CONDITIONS:<br />Work is performed in an office setting with no unusual hazards. Occasional travel is required.<br /><br />The qualifications listed above are intended to represent the minimum education, experience, skills, knowledge and ability levels associated with performing the duties and responsibilities contained in this job description.