Human Experience Market Manager

InnovaCare Health

Innovacare Health operates a growing family of integrated healthcare companies focused on improving the health of patient populations through value-based, coordinated care. Through physician-led models and cutting-edge technology, InnovaCare has built a 20-year track record of growth and a national reputation for excellence. In each unique market the company enters, InnovaCare works across the healthcare ecosystem – with patients, providers, payers and other partners – to increase access to high-quality, coordinated care.

 

Based in White Plains, N.Y., InnovaCare manages nearly 600,000 lives, including one of the highest percentages of dual-eligible beneficiaries in the nation. Since 1998, InnovaCare and its subsidiaries have been market leaders in transforming healthcare by distributing risk and developing proprietary technologies to inspire patient and provider engagement. The company’s physician practices and health plans have continuously received some of the nation’s highest scores for quality from the Centers for Medicare and Medicaid Services (CMS).

 

With strong financial support from a leading global investment firm, Summit Partners, InnovaCare combines management expertise, value-based solutions, best-in-class technology and data analytics to achieve industry-leading outcomes and deliver the best possible experience to members and patients.

 

Summit Partners is a global alternative investment firm that currently manages more than $19 billion in capital dedicated to growth equity, fixed income and public equity opportunities. Summit invests across growth sectors of the economy and has invested in more than 500 companies in technology, healthcare, consumer, financial and business services, and other growth industries. Summit maintains offices in North America and Europe, and invests in companies around the world.

 

POSITION DESCRIPTION

 

Innovacare Health is seeking a Human Experience Market Manager.

 

POSITION SUMMARY

 

Under limited supervision, the Manager will direct and provide oversight for initiatives supporting InnovaCare Health. Identifies and directs strategies and initiatives that target employee, member, patient, and physician satisfaction. This includes development and implementation of customer experience improvement strategies and customer service solutions. Provides insight for department service planning, operations and budget. Ensures that the department provides high quality information and excellent services in a friendly, efficient, and highly professional manner to all employees, members, patients, and providers. Ensures active coordination and collaboration with all markets, departments and leaders providing services which contribute to a world-class experience for our employee, member, patients, and providers. Elevate the Office of Human Experience through thoughtful interactions and lead by example.

 

The following job description covers the most significant duties performed, but does not exclude other work assignments not mentioned

 

PRIMARY RESPONSIBILITIES

 

Principal Duties:

The following statements are intended to describe the general nature and level of work being performed by individuals assigned to this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

 

Collaborates with the Chief Experience Officer to develop business plans and goals (short- and long-term) to improve and enhance the employee, member/patient and physician satisfaction and service excellence.

Evaluate current market/departmental needs and assess where there are opportunities for improvement.

 

Serves as the subject matter expert for service excellence, maintaining an active

understanding of current thinking and innovative interventions / programs regarding the member/patient/family experience both locally, nationally, and globally.

Partner with market leadership in Human Resources & Learning Department to create service training programs throughout the company for employees to improve the member & patient experience.

 

Develops proactive working relationships with all levels within the enterprise. Works closely with performance improvement teams, committees and market/department leaders to develop and execute plans for improvement.

 

Assists in the design and facilitation of Office of Human Experience training programs to educate all staff on how to anticipate, resolve and prevent customer service problems whenever possible, and to conduct systematic “service recovery” when an issue has occurred

 

Design, develop, and present coaching programs and provide consultative support to increase operational effectiveness to improve customer satisfaction.

Assists in the collection and analysis of internal and external data and its management and use in determining the opportunities for improvement in employee/member/patient/customer experience. Provides data and comparative reports directly to market leadership, for the purpose of improving the employee/patient/member experience.

Directs improvement projects for employee/member/patient satisfaction on an as needed basis. Use data to drive the improvement strategy and the lean A3 and design thinking processes.

Oversees and assists with development and maintenance of dashboards

Provides support to physicians, patient care and operating units and teams in developing solutions that are data-driven and evidence-based.

Assist with leading the design, implementation, management and improvement of all information and data tracking systems used by the department.

Researches and benchmarks industry standards and changes in Customer Experience functions and reports regularly against those benchmarks.

Demonstrates professional conduct, appearance, communication, mutual respect and diversity, positive change agent, ethical decision making, critical thinking and problem-solving skills.

Ongoing professional growth and development through participation in educational programs, review of current literature, in-service meetings, user groups and workshops.

 

Customer Service:

 

Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.

Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as “How may I be of help to you?” using the customer’s name as soon as it is learned.

Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.

Keeps customer’s information confidential.

Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.

Demonstrates commitment to excellent service recovery when a customer’s expectations have not been met.

Acknowledging that customers are internal and external.

 

Commitment to Co-Workers:

Offers assistance to colleagues and other departments when needed.

Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines.

Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.

Mindful and respectful of others’ time and schedules. Attends meetings on time and communicates any absences.

Provides co-workers with a status report for continuity of workflow when planning to be out of the office.

 

Communication Etiquette:

Respectful, courteous and professional in all forms of communication and follows InnovaCare Health’s service communication protocol in all interactions.

Refrains from use of personal cell phone in while in meetings and keeps usage to a minimum at all other times while on duty.

Does not text or use e-mail during meetings (except for exigent or emergency situations).

Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).

Makes every effort to answer telephone calls within three rings, introducing him/herself, department and title (if appropriate). Asks permission before placing the caller on hold or using the speakerphone. If caller is transferred, gives the caller the extension number of the person he or she is being transferred to. Offers further assistance to the caller upon completing the conversation.

Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.

Returns email and voicemail messages promptly but no later than within one business day (24 hours).

Always mindful of voice and language in public.

 

POSITION REQUIREMENTS:

Licensure/Certification/Registration

Six Sigma

 

Preferred:  Certified Patient Experience Professional or Certified Customer Experience Professional

 

Education/Knowledge

 

Preferred:  Bachelor’s Degree in Business Administration, Management, Hotel Management or related discipline required, or five years of customer service and/or management experience in healthcare, hotel or other relevant hospitality setting.

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