Director, Member Experience (Process Improvement)

📋 Description

• Develop and monitor enterprise strategies to improve member satisfaction, engagement, retention
• Identify and drive process improvements across pharmacy, provider relations, networks, and other
• Partner with health plan and executive leadership to prioritize initiatives that support retention
• Establish and review performance scorecards, reports, and metrics to gauge progress and risks
• Monitor satisfaction/retention activities and implement corrective actions as needed
• Collaborate across departments to ensure programs contribute to retention targets

🎯 Requirements

• Bachelor’s degree in a health-related discipline or equivalent experience
• 7+ years in Medicaid Managed Care, especially in sales, outreach, member engagement, or related
• 3+ years of management/supervisory experience leading teams
• Strong process-improvement expertise, Six Sigma methodologies, and translating operational
• Thorough understanding of Medicaid product lines and regulatory requirements
• Ability to influence senior leaders and contribute to policy development

🎁 Benefits

• Competitive annual compensation
• Fully remote work arrangement within the United States
• Competitive benefits and compensation package
• Opportunity to influence enterprise-wide member experience and process-improvement strategies
• High-visibility leadership role with cross-functional collaboration
• Opportunity to contribute to Medicaid and potentially other healthcare lines