Inovalon was founded in 1998 on the belief that technology, and data specifically, would empower the transformation of the entire healthcare ecosystem for the better, improving both outcomes and economics. At Inovalon, we believe that when our customers are successful in their missions, healthcare improves. Therefore, we focus on empowering them with data-driven solutions. And the momentum is building.
Together, as ONE Inovalon, we are a united force delivering solutions that address healthcare’s greatest needs. Through our mission-based culture of inclusion and innovation, our organization brings value not just to our customers, but to the millions of patients and members they serve.
Overview: The Principal Experience and Enablement will leverage data insights from all sources to shape the end to end experiences for each stage of the customer journey as it pertains to the Inovalon Risk portfolio.
Duties and Responsibilities:
- Develop, manage and deliver ongoing Customer Experience initiatives in support of Inovalon’s corporate, product and service strategies;
- Design & drive highly differentiated interactive experiences throughout the Customer’s journey and continuously refine based on feedback for Inovalon’s Risk portfolio;
- Develop and organize customer insights based on surveys, support data, customer councils, adoption metrics and win/loss/churn analysis for enterprise wide visibility;
- Work cross-functionally to analyze the current data and impacts of efforts, and refine areas of focus;
- Collaborate with product owners to shape, design & execute in-app experiences that clearly articulate the value our solution brings;
- Own the Survey Strategy & Voice of the Customer program for Risk and represent the Customer feedback to drive new approaches, programs and address customer concerns throughout the organization;
- Leverage tools to build an enablement programs that helps customer interfacing roles improve their interactions to be differentiated in how we sell, support, and manage customers;
- Enable broader team on how to define, drive, and demonstrate the value (ROI) delivered from our Risk solutions;
- Build & evolve a curriculum within our LMS to enable internal and external constituents on Inovalon’s Risk Portfolio;
- Define & maintain process to ensure Help Center content for Risk content is current;
- Establish self within online community and develop creative approaches to engagement;
- Maintain compliance with Inovalon’s policies, procedures and mission statement;
- Adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position; and
- Fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Employer.
Job Requirements:
- Minimum of 8 years of experience in Customer facing field;
- Comfortable with all forms of customer insights, including quantitative and qualitative research and other customer signals from search, digital, and social data;
- Previous experience within or collaborating with various cross functional teams with proven ability to build collaborative relationships at all levels;
- Ability to perform with self-direction and independence;
- Strong analytical skills and comfortable using complex data sources;
- Ability to navigate internal and external landscapes and develop compelling points of view;
- Ability to work in ambiguity and break-down ambiguity into actionable items;
- Excellent presentation development skills with a desire to dive into any tool (Inovalon & 3rd party applications including but not limited to: Gainsight CS, PX, Zendesk, LMS); and
- Healthcare / Risk Adjustment background desired.
Education:
- Bachelor’s degree or equivalent; and
- Risk Certification a plus.
Physical Demands and Work Environment:
- Sedentary work (i.e. sitting for long periods of time);
- Exerting up to 10 pounds of force occasionally and/or negligible amount of force;
- Frequently or constantly to lift, carry push, pull or otherwise move objects and repetitive motions;
- Subject to inside environmental conditions; and
- Travel for this position will include less than 10% as needed for job duties.
Inovalon Offers a Competitive Salary and Benefits Package
In addition to the base compensation, this position may be eligible for performance-based incentives.
The actual base pay offered may vary depending on multiple factors including, but not limited to, job-related knowledge/skills, experience, business needs, geographical location, and internal equity. At Inovalon, it is not typical for an individual to be hired at or near the top end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.
Inovalon invests in associates to help them stay healthy, save for long-term financial goals, and manage the demands of work and personal commitments. That’s why Inovalon offers a valuable benefits package with a wide range of choices to meet associate needs.
Base Compensation Range
$115,200—$120,000 USD
Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every one of the qualifications listed in a job description. If you don’t meet every qualification listed but are excited about our mission and the work described, we encourage you to apply regardless. Inovalon is most interested in finding the best candidate for the job and you may be just the right person for this or other roles.
By embracing diversity, equity and inclusion we enhance our work environment and drive business success. Inovalon strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.
Inovalon is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.
The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.
To review the legal requirements, including all labor law posters, please visit this link
What We Do
Inovalon is a leading provider of cloud-based platforms empowering data-driven healthcare.
