What are the responsibilities and job description for the WFM and Experience Excellence Specialist position at Network Health WI?
Workforce Management (WFM) & Experience Excellence Specialist
We are seeking a dedicated professional to support our member experience department as a Workforce Management (WFM) & Experience Excellence Specialist.
Job Summary:
The ideal candidate will have a passion for enhancing the member experience, leveraging insights from member feedback, and driving continual improvement at all levels of the company. This role involves optimizing workforce efficiency by monitoring, reporting, and adjusting employees' schedules to ensure the team meets key performance indicators (KPIs).
Key Responsibilities:
- Conduct competitive intelligence and analysis to identify areas for improvement.
- Lead and coordinate experience excellence projects and process improvements to enhance member experiences.
- Collaborate with cross-functional business teams to develop innovative, member-focused solutions.
Essential Job Duties:
- Demonstrate commitment and behavior aligned with Network Health's philosophy, mission, values, and vision.
- Appropriately apply organizational, regulatory, and credentialing principles, procedures, requirements, regulations, and policies.
- Research and respond to telephone inquiries according to desk procedures.
- Document incoming calls to provide necessary details to team members.
- Provide daily support to Member Experience as required to maintain proper KPIs.
- Act as a subject matter expert and provide support in resolving complex issues.
- Lead the development of customer research, personas, and journey mapping to identify and advocate for the voice of the customer.
- Monitor and report emerging trends and detailed competitive analysis.
- Maintain oversight of projects and operational efficiencies focused on creating excellent member experiences.
Requirements:
- Associate's degree or a combination of experience and education preferred.
- 2 years of experience as a member experience representative or experience in the insurance and customer-focused industry.
- Intermediate knowledge of Excel formula definitions.
- Able to use critical thinking and problem-solving skills with ability to multi-task and demonstrate strong organizational skills.
- Effective verbal and written communication and interpersonal skills.
- Proficient knowledge of insurance terminology, including current procedural terminology (CPT) and international classification of diseases (ICD-10), and medical terminology.
Location:
Candidates must reside in the state of Wisconsin for consideration.
About Us:
We are proud to be an Equal Opportunity Employer who values and maintains an environment that attracts, recruits, engages, and retains a diverse workforce.
