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Director, Customer Experience

Company: Centene Corporation
Location: Saint Joseph
Posted on: June 21, 2022

Job Description:

*Applicants for this job have the flexibility to work remote from home anywhere in the United States You could be the one who changes everything for our 26 million members. Centene is transforming the health of our communities, one person at a time. As a diversified, national organization, you'll have access to competitive benefits including a fresh perspective on workplace flexibility.Position Purpose: The incumbent is responsible for leading all the initiatives undertaken by Member Services that are designed to improve the experiences of the organization's customers when they seek services or information from the business. Customers include its members and providers and the role of this incumbent is to continually improve the experience of these customers when they seek services and assistance that are in Member Services' scope of responsibilities. This individual will lead the work required to understand the customer's perspective, evaluate the various alternative strategies that may be used to achieve the desired improvement, design the selected alternatives and project manage them through their development and implementation phases. In order to perform these duties this individual will work extensively with those members of the Information Technology Team who will be responsible for the development and deployment of the technical solutions necessary to achieve the intended improvement. However this individual is ultimately responsible for the implementation of solutions that achieve the improvements to the customers' experiences that were described in the project charter for each initiative. -

  • Identify and research opportunities for the enhancement of the organization's customers' experiences using focus groups, competitor information, internal service data and other information as required.
  • Evaluate various alternative strategies in order to identify those that will produce the optimal improvement in the aspects of the customers' experiences that are the focus of each initiative.
  • Create high level business designs for each solution and work directly with those in Information Technology who will do the technical specifications and the development of the solution
  • Provide overall project management of each initiative throughout all phases of its development and implementation.
  • Oversee all aspects of the user acceptance testing in order to assure that the original business objectives are being achieved and that the new application is error free.
  • Develops a comprehensive Return on Investment analysis for each initiative for presentation to the IT steering committee in order to obtain approval of each initiative.
  • Work with other Divisions within the company, who also play key roles in servicing the organizations customers, particularly Marketing and Provider Relations, obtaining their input
  • on those customer experience improvement projects initiated by Member Services and working collaboratively with them on there initiatives to assure that their is no overlap or duplication of efforts.
  • Develop and continual maintains the annual Member Services Customer Experience Improvement Plan.
  • Constantly monitor new customer services technologies, trends and the customers experience strategies of the organization's competitors.
  • Remain current on all relevant state and federal compliance requirements.
  • Perform other incidental or related duties as assigned, assisting others, and performing duties of higher rated positions from time to time for developmental and or compliance purposes.
  • Proven problem solving, analytic and project management skills.
  • Excellent customer service skills including verbal and written communication skills needed to interact with all levels of management and internal and external customers. Excellent organization and follow through skills.Our Comprehensive Benefits Package:
    Flexible work solutions including remote options, hybrid work schedules and dress flexibilityCompetitive payPaid Time Off including paid holidaysHealth insurance coverage for you and dependents401(k) and stock purchase plansTuition reimbursement and best-in-class training and development -The incumbent will also work extensively with other Divisions within the company who are responsible for various aspects of the organization's customers' experiences giving them the opportunity to provided input to the initiatives Member Services is proposing. This individual will also work with these other Divisions to make sure that Member Services initiatives and theirs are in alignment, do not duplicate one another and are synergistic when ever possible.

    Education/Experience: A Bachelors Degree is required and a Masters Degree is preferred. 5 - 8 years of combined of operations, communication or quality management experience. A minimum of 4-6 years of experience working in the health care industry a substantial proportion of which must be in a health plan member services management or customer experience improvement role. Applied knowledge of implementation practices and techniques. Applied knowledge and direct experience using business process and performance improvement methodologies. Detail oriented with the ability to manage multiple tasks simultaneously. Flexible, accountable and adaptable with the ability to work under pressure to meet deadlines in a fast paced environment. Strong team player.

    Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Keywords: Centene Corporation, Saint Joseph , Director, Customer Experience, Executive , Saint Joseph, Missouri

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