Manager, Experience Strategy & Operations - 005900 at Excellus BCBS (Rochester, NY)

| Rochester, NY
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PLEASE NOTE: With limited exceptions, our company is requiring all employees to be vaccinated against COVID-19 by Jan. 1, 2022. We also currently mandate vaccinations for employees who enter our buildings. Please keep this in mind when applying for positions at our organization.

Summary:

The Manager, Experience Strategy & Operations manages the experience of all constituents (members, employers, brokers, providers, designated representative) for all market segments. The incumbent is responsible for developing integrated strategies to enhance the experience of our constituents and implementing experience initiatives directly aligned to business goals. This includes but is not limited to: understanding market trends for all major lines of business, best practices and competitive landscape; understanding and analyzing constituent segments, preferences and input, determining experience mapping encompassing all touch points across marketing and sales and developing initiatives to address opportunities and gaps.

This manager will work with people across the company to define the experience design process, apply the concepts and methodology, develop design deliverables, outline an experience improvement plan, and ultimately see the improvements through to completion. The manager should be familiar with the employment of quantitative and qualitative research methods to perform their analysis. The expectation is that the ideal candidate will drive design all the way through to delivery of the recommendations; in other words, bring the experience to life. The position is responsible for leading a team that supports co-located, cross functional, multi-disciplinary business partners.

Essential Responsibilities/Accountabilities:

Overarching Accountabilities

  • Establishes and manages a framework for experience for all constituents: members, providers, brokers, and employers. Creates design deliverables, develops a plan and leads delivery of the changes. Develops procedures and processes to enhance experience and coordinates development of strategies within and across segments.
  • Makes constituent feedback actionable by setting up a process to address issues in a closed-loop as well as owning and leading the implementation of key cross-functional strategic initiatives to address those gaps for those who express concerns or issues with their experience.
  • Identifies key experience metrics to be measured across all channels, targets and reporting mechanisms to assess performance, identify trends, and help company.
  • constituents to understand pain points through interviews, journey mapping and other processes.
  • Effectively communicates concepts, design rationale and findings to the organization.
  • Manages the voice of the Customer (VOC) program and represents the Division on cross-functional VOC programs. Synthesizes feedback data from existing and new sources to understand and respond to pain points and preferences.
  • Develops relationships with other Blues plans and participates in cross-Plan (BCBSA) workgroups related to customer experience. Identifies opportunities for knowledge and resource sharing to meet common goals.
  • Represents Marketing and Sales on cross-divisional committees related to customer experience strategies and projects. Reviews and determines impacts and provides input and fosters collaboration.
  • Develops and manages constituent touch point mapping to support communication planning.
  • Maintain knowledge of all relevant legislative and regulatory mandates and ensures that all activities are in compliance with these requirements.
  • Ensure stakeholder experiences are executed to be useful, easy and enjoyable for the stakeholder. ,Engage other employees, partners, and stakeholders in co-creating the experience from a stakeholder-centric point-of-view
  • Aggregates all constituent and channel backlogs and customer pain points into a single backlog/inventory and prioritizes for the business using approved model.
  • Understands, manages, and communicates prioritization of features with a mind toward customer and business benefits/tradeoffs.
  • Lead or contribute to high-impact projects that are designed to improve a stakeholder's
  • experience across a full interaction with their doctor/health plan
  • Create design execution deliverables, develop a plan and lead delivery of the changes. Specific deliverables vary by project
  • As part of creating and implementing simplified stakeholder experiences
  • Effectively communicate concepts, design rationale and findings to the organization
  • Partner with key business units and partners to improve key processes that define stakeholder touch points
  • Understand current performance metrics as they relate to the overall customer experience
  • Help the organization integrate stakeholder-centric design methods into its work.


Specific Responsibilities
• Manages the Strategy & Experience Operations team including recruitment, training, career development, performance management, etc. Team is responsible for becoming experience "experts" for our constituents (member, provider, broker, and employer) by working with SMEs and developing closed loop processes and reporting.
• Drive the operational aspects of multiple listening program, including survey send, CRM linkages, report development and the closed loop process
• Fosters a culture that is focused beyond break-fix issues and strives to improve the customer experience at the planning and deploying phases.
• Works closely with Market Planning & Analytics team to inform the voice of the customer strategy and use its data to drive the overall experience roadmap.
• Ensure customer experience initiatives are implemented within operational areas to drive impactful outcomes and deliver against targeted KPIs that are tracked, measured, and reported at a regular cadence.
• Partner with internal teams to optimize the existing systems and processes
• The candidate must be able to effectively discuss, develop and present research designs and research analysis
• Maintain the data integrity and accuracy of the customer listening programs
• Leads a team of experience analysts responsible for becoming experience "experts" for our constituents (member, provider, broker, and employer) by working with SMEs and constituents.
• Develop programs, processes and tools to increase engagement between our customers and their solutions, ultimately empowering them to drive value.
• As part of creating and implementing simplified stakeholder experiences, engages other employees, providers, and stakeholders in co-creating the experience from a constituent-centric point-of-view
• Works across multiple functional areas (i.e. Operational Excellence, Finance, HCNM, and EIT etc.,) to influence participation in and support of constituent experience projects.
• Conducts on-going market analysis including but not limited to best practices, industry and non-industry trends, and other health plan strategies and approaches. Identifies opportunities and develops applicable strategies for the Health Plan.
• Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies' mission and values, adhering to the Corporate Code of Conduct and leading to the Lifetime Way values and beliefs.
• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
• Maintains knowledge of all relevant legislative and regulatory mandates and ensures that all activities are in compliance with these requirements.
• Conducts periodic staff meetings to include timely distribution and education related to departmental and Ethics/Compliance information.
• Regular and reliable attendance is expected and required.
• Performs other duties and functions as assigned by management.

Minimum Qualifications:
• Bachelor's degree in health administration, marketing, business administration or related field, with a minimum of six years health plan operations or compliance experience. In lieu of degree, a minimum of five years health plan operations or customer experience, or equivalent experience in a related field.
• Minimum of five years of strong leadership and/or management experience
• Strong persuasive and effective communication, people and management skills (e.g. oral and written communication including reports and other formal channels; group facilitation skills; ability to develop sound working relationships and network; ability to manage personnel and projects effectively to balance quality, cost and time, etc.).
• Strong knowledge of claims processing systems, corporate operations, contract benefits, claims products, Marketing and Membership underwriting regulations.
• Strong knowledge of our business, business strategy, be a systems-thinker, and have a good understanding as to how various parts of the business interact.
• Ability to think strategically, craft a vision and develop robust operational action plans.
• Strong analytical and problem-solving skills; the flexibility to work effectively in a demanding environment, and the ability to provide proactive and creative solutions to business problems.
• Familiarity with project management and/or agile methodology is preferred.
• Demonstrated ability to identify root causes of business and/or workflow problems and determine innovative sources for solutions and opportunities.
• Ability to make critical decisions impacting the department/division.
• Must possess strong computer skills, including MS Word, Excel, PowerPoint and Outlook.
• Must possess strong, demonstrated analytical ability, strategic thinking and creativity as well as a positive attitude, strong work ethic and highly effective communication skills.
• Must be capable of establishing effective relationships with all levels of representation throughout the divisions including senior management in order to execute cross-divisional initiatives.

Physical Requirements:
• Must be able to regularly travel independently within the Health Plan regions

The Lifetime Healthcare Companies aims to attract the best talent from diverse socioeconomic, cultural and experiential backgrounds, to diversify our workforce and best reflect the communities we serve.

Our mission is to foster an environment where diversity and inclusion are explicitly recognized as fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation which enables us to provide leading-edge healthcare insurance and services. With that mission in mind, we recruit the best candidates from all communities, to diversify and strengthen our workforce.

OUR COMPANY CULTURE:

Employees are united by our Lifetime Way Values & Behaviors that include compassion, pride, excellence, innovation and having fun! We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and by offering competitive compensation and benefits.

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Equal Opportunity Employer

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
More Information on Excellus BCBS
Excellus BCBS operates in the Insurance industry. The company is located in Rochester, NY. Excellus BCBS was founded in 2022. It has 5001 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 40 open jobs at Excellus BCBS, click here.
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