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Emergent Holdings Manager, Customer Experience in Southfield, Michigan

SUMMARY: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/TASKS: * Serve as a CAHPS Champion across all senior plans both PPO and HMO. * Build collaborative relationships with the Corporate Marketing Customer Experience (CMCX) extended team to leverage best enterprise resources for Senior Health Services. * 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. * Initiate succinct and clear executive presentations including establishing mitigation plans, as needed. * Educate through example the CMCX practices: Be Clear Simple, Provide Guidance and Relate to the Customer * 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. * Direct and lead strategic projects tied to improving the Senior member experience across MA PPO HMO, Med Supp, Rx, etc. * 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. * Develop and implement progress reporting to key internal stakeholders. DIRECTION EXERCISED:Directly supervises exempt staff in accordance with company policies and applicable Federal and State Laws. Responsibilities include, but are not limited to, effectively interviewing, hiring, terminating, and training employees; planning, assigning, and directing work; appraising performance; rewarding and counseling employees; addressing complaints and resolving problems; supporting and encouraging the engagement process.This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required EMPLOYMENT QUALIFICATIONS:EDUCATION: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. EXPERIENCE: 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. SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED: * Excellent analytical, organizational, planning, verbal, and written communication skills required. * Proficient in work that involves analysis, organization, planning, presentation development, problem resolution, sales, strategy, and inn