Member Experience Quality Manager Jobs

Management of the Customer Service, Front Desk, Cafe experience

2-5 years of previous management experience

Ensuring the experience in the Cafe is in line with our Core Values of Superior Service and cleanliness

Meet and exceed Individual and Departmental Goals as assigned by General Manager

Develop annual departmental budget with General Manager

Compile, maintain and present (as needed) weekly and monthly reports to General Manager

7-10 years of product management experience

A blend of demonstrated business, product management, financial management and execution skills

Superior communication skills, written and verbal. Experience presenting to C-level leadership!

Acat as a coach and lead for a small team of product managers with senior/principal level talent

Experience mentoring / leading a product team or cross-functional team

Experience in a cold start business or startup environment; entrepreneurial mindset

You're a leader and empathetic, structured manager for your operations associate and have empowered them to take ownership of the space

Why Are Remote Corporate Workers Having More Fun? Co-Working Spaces

You can confidently identify companies' most important needs, enjoy being their tour guide, and deliver impactful solutions to them

No member request is too big or too small for you to handle

You’re energized by people and work well in a team

Your attention to detail is something people comment on

You can confidently identify companies' most important needs, enjoy being their tour guide, and deliver impactful solutions to them

No member request is too big or too small for you to handle

You’re energized by people and work well in a team

Your attention to detail is something people comment on

You’re resilient. You know growth only comes from embracing challenging and unpredictable days

You’re willing to get your hands dirty one minute and think big picture the next

Minimum three (3) years in management capacity in a compliance-driven industry required; management experience in health plan/Medicare industry highly preferred.

Strong interpersonal skills and a collaborative management style.

Maintain high knowledge of procedures, protocols, benefits, services, systems, and any other necessary information to resolve member issues and inquiries.

Ensure that Member Experience staff possess the skills and training necessary to communicate effectively with the plan’s membership.

Knowledge of Medicare Managed Care Plans required.

Demonstrated success with implementation and/or management of applications, such as: workforce management, CRM, campaign manager, EMR PM, etc.

Experience facilitating cross-functional team discussions, including well-developed negotiation skills and ability to provide direction while not having direct authority.

ISO 9001 knowledge/experience is a plus.

Manage the "Close the loop" program.

Monitor, act on and analyse results of the VOC program to ensure consistent experience for all customers at each touchpoint.

Assess processes, calls, apps journeys to make relevant, timely recommendations for the continuous improvement of customer experience.

Actively participate in weekly team meetings-providing perspective on Customer Experience Quality concerns/accomplishments.