The Voice of the Customer (VOC) Insights Analyst collaborates with leadership to identify and outline deliverables that will improve the experience for our customers (Member and Provider), driving innovation and efficiencies within the call center.
Essential Functions:
- Leverage Microsoft Copilot, Power Platform, and AI-enabled productivity tools to automate processes, enhance customer insights, improve reporting efficiency, and drive strategic business decisions.
- Apply responsible AI practices, prompt engineering, and conversational design principles to develop scalable, user-centered solutions that enhance the Member, Provider, and Specialist experience.
- Design, build, and maintain conversational AI solutions using Microsoft Copilot Studio, including custom copilots, topics, generative responses, and workflow integrations.
- Turn complex data into compelling visual stories, taking into consideration market-specific nuances, using PowerPoint charts, dashboards and presentations with clear and actionable insights that influence executive decision-making.
- Develop dashboards, scorecards, executive summaries, and recurring performance reports that translate data into clear business narratives.
- Support the Service Excellence Team in conducting research on industry best practices and benchmarks.
- Leverage speech and interaction analytics tools to identify call drivers, behavioral trends, Member/Provider sentiment, and opportunities to reduce contacts.
- Identify key drivers of Member and Provider experiences and integrate customer feedback into operational, process, and strategic improvements.
- Collaborate with cross-functional teams to ensure that insights are translated into actionable improvement initiatives.
- Monitor the effectiveness of implemented solutions and provide feedback for further optimizations.
- Continuously ask “why” and explore new ways to approach and solve problems, driving a culture of innovation.
- Build and sustain closed-loop feedback processes that drive measurable improvements in satisfaction, retention, and loyalty.
- Perform any other job related duties as requested.
Education and Experience:
- Bachelor's degree in Program Management, Business Analysis, or a related field required
- Equivalent years of relevant work experience may be accepted in lieu of required education
- Two (2) years customer service experience related to healthcare payer dealing with both members and providers required
- Proficiency in Microsoft Excel and PowerPoint is required
- Critical thinking, creative problem-solving, knowledge and experience with journey mapping and storytelling (personas, journey mapping), strongly preferred
- Familiarity with creating agentic experiences that proactively anticipate user needs, adapt in real time, and deliver personalized healthcare solutions, strongly preferred
- Ability to analyze processes and produce recommendations for improvements is required
- Ability to develop, prioritize and accomplish goals
- Ability to keep current on technologies through self-directed learning
- Excellent written and verbal communication skills
- Strong interpersonal and active listening skills
- None
- General office environment; may be required to sit or stand for extended periods of time
- Up to 15% (occasional) travel based on the needs of the department may be required
Compensation Range:
$54,500.00 - $87,300.00CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.
Compensation Type (hourly/salary):
SalaryOrganization Level Competencies
Fostering a Collaborative Workplace Culture
Cultivate Partnerships
Develop Self and Others
Drive Execution
Influence Others
Pursue Personal Excellence
Understand the Business
Skills Required
- Bachelor’s degree in Program Management, Business Analysis, or a related field
- Two years of customer service experience related to a healthcare payer, serving both members and providers
- Equivalent years of relevant work experience may substitute for the required education
- Proficiency in Microsoft Excel and PowerPoint
- Ability to analyze processes and produce recommendations for improvements
- Strong written and verbal communication skills
- Strong interpersonal and active listening skills
- Knowledge and experience with journey mapping and storytelling, including personas and journey mapping
- Familiarity with creating agentic experiences that anticipate user needs and deliver personalized healthcare solutions
CareSource Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CareSource and has not been reviewed or approved by CareSource.
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Strong & Reliable Incentives — Bonuses are regularly available and serve as a meaningful part of total compensation. Annual performance-based awards are considered a strong component.
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Leave & Time Off Breadth — PTO starts around four weeks and increases with tenure, complemented by paid holidays and a floating day. Volunteer time expands the available leave options.
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Affordable Benefits — Health plan options are considered affordable, supported by wellness incentives that can reduce premiums. Coverage breadth includes medical, dental, vision, and cost‑lowering programs.
CareSource Insights
What We Do
Health Care with Heart. It is more than a tagline; it’s how we do business. CareSource has been providing life-changing health care to people and communities for nearly 30 years and we will continue to be a transformative force in the industry by placing people over profits. CareSource is and will always be members first. Even as we grow, we remember the reason we are here – to make a difference in our members’ lives by improving their health and well-being. Today, CareSource offers a lifetime of health coverage to nearly 2 million members through plan offerings including Marketplace, Medicare Advantage and Medicaid. With our team of 4,000 employees located across the country, we continue to clear a path to better life for our members. Visit the "Life" section to see how we are living our mission in the states we serve. CareSource is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status or any other characteristic protected by applicable federal, state or local law. If you’d like more information about your EEO rights as an applicant under the law, please click here: https://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf and here: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf Si usted o alguien a quien ayuda tienen preguntas sobre CareSource, tiene derecho a recibir esta información y ayuda en su propio idioma sin costo. Para hablar con un intérprete, Por favor, llame al número de Servicios para Afiliados que figura en su tarjeta de identificación. 如果您或者您在帮助的人对 CareSource 存有疑问，您有权 免费获得以您的语言提供的帮助和信息。 如果您需要与一 位翻译交谈，请拨打您的会员 ID 卡上的会员服务电话号码
