What are the responsibilities and job description for the Manager, Member Experience & Program Management/ Job Req 772071298 position at Alameda Alliance?
PRINCIPLE RESPONSIBILITIES :
Under the general direction of the Director, Star Strategy and Program Management, the Manager, Member Experience & Program Management is responsible for developing and executing strategies to enhance the overall experience of members for Alameda Alliance for Health's (the Alliance) Medicare Advantage Dual Eligible Special Needs Plan (D-SNP) product. The incumbent will focus on improving member satisfaction, engagement, and retention through effective program management, collaboration with internal stakeholders, and implementation of best practices. In addition, the position will collaborate with the Director, Star Strategy and Program Management and the Executive Director, Medicare Programs, to identify and develop opportunities to ensure a member-centric approach and deliver a high-quality experience throughout the member journey. The position will collaborate with Healthcare Analytics to regularly forecast, build reporting mechanisms, and provide updates to the Medicare Operations leadership if established targets and timelines are at risk. The Manager will have strong experience in developing targeted programs for increasing member experience within Medicare Advantage. Working closely with senior and departmental leadership, the Manager will ensure effective performance and compliance with State and Federal regulatory requirements for all Medicare Advantage D-SNP member program initiatives across the Alliance.
Principle responsibilities include :
- Overseeing and acting as a subject matter expert (SME) in the development and implementation of enterprise-wide performance strategies to enhance the member experience for the Alliance and the Medicare Advantage D-SNP product that is consistent with the vision and mission of the Alliance.
- Developing and leading the execution of a comprehensive strategy focused on improving Star measures, with particular emphasis on key member experience drivers - such as access to care, customer service, and care coordination.
- Monitoring interventions and key Star measures, using data to identify trends, prioritizing interventions, and addressing areas of improvement.
- Conducting targeted outreach to community-based organizations, provider groups, and current members to educate on available benefits, support resources, and service options to ensure optimal experiences.
- Partnering with the Alliance Quality Improvement, Provider Services, and Member Service teams to integrate member experience strategies into broader organizational initiatives and acting as a SME for Medicare to assess performance of the initiatives.
- Collaborating with Alliance leaders to identify and close initial operational and analytical gaps to ensure a successful D-SNP go-to-market launch and performing ongoing assessments to ensure successful operational program management.
- Working cross-collaboratively with diverse staff in teams, working groups, members, providers, elected officials, community partners, and vendors while maintaining and upholding a professional demeanor and representing the Alliance at interviews, special events, official functions, meetings, and when conducting research.
- Maintaining overall creative playbooks, workplans, dashboards, and other project management capabilities to determine effectiveness of plans and activities to ensure on-time production.
- Developing and facilitating educational training sessions to the Alliance organization to better understand the impact of the member experience on Star ratings.
- Creating policies, standard operating procedures (SOPs), productivity standards, roadmaps, reporting, and Key Performance Indicators (KPIs), and performance evaluations in a timely manner.
ESSENTIAL FUNCTIONS OF THE JOB :
PHYSICAL REQUIREMENTS :
Number of Employees Directly Supervised : 0-5
Number of Employees Indirectly Supervised : 0-5
MINIMUM QUALIFICATIONS :
EDUCATION OR TRAINING EQUIVALENT TO :
MINIMUM YEARS OF ADDITIONAL RELATED EXPERIENCE :
SPECIAL QUALIFICATIONS (SKILLS, ABILITIES, LICENSE) :
SALARY RANGE : $110,094.40 - $165,131.20 ANNUALLY
The Alliance is an equal opportunity employer and makes employment decisions on the basis of qualifications and merit. We strive to have the best qualified person in every job. Our policy prohibits unlawful discrimination based on race, color, creed, gender, religion, veteran status, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, genetic characteristic, sexual orientation, gender identity or expression, or any other consideration made unlawful by federal, state, or local laws. M / F / Vets / Disabled.
Salary : $110,094 - $165,131
