Customer Experience Specialist (34643)

The Customer Experience (CX) Specialist supports the organization in maturing its customer-focused culture. Through management of the company’s regulatory and experience Listening Architecture components, the role empowers internal business partners with voice of customer (VOC) data to drive continuous improvement in operations, processes, and programs. The CX Specialist works closely with Member and Provider CX Workgroups to provide insights on feedback collected and analyzed from multiple Neighborhood member and provider listening posts and regulatory surveys. Working collaboratively with member and provider facing business areas, the CX Specialist explores opportunities for process improvements and enhanced health plan services and programs. Additionally, the role supports implementing systems and work streams for individual service recovery. The role conducts data analysis and reporting to inform enterprise improvements related to member and provider experience with the health plan. This position leads quantitative and qualitative research studies including survey design, sample integrity, survey distribution, data collection, data analysis, and report writing and presentation.

Duties and Responsibilities

Responsibilities include, but are not limited to, the following:

• Collaborate with business leaders across the organization to improve the customer experience for the health plan’s member groups and its provider network including community health centers, primary care providers, specialists, and skilled nursing facilities
• Develop, implement, and maintain the organization’s CX Listening Architecture components to inform its strategic initiatives and cultivate its customer-centric culture
• Assist in improving the member and provider experience by gathering customer insights, analyzing data, mining for information across customer touchpoints and channels and translating it into actionable activities
• Ensure business owners understand how to interpret and apply VOC data
• Manage annual regulatory surveys for Medicaid, Medicare and Commercial members within required timelines, sampling guidelines, questionnaire design, and reporting documentation to state and federal agencies and accreditation bodies
• Map key customer journeys and personas to support leaders in forming business cases to prioritize corporate initiatives
• Partner with Member and Provider CX Workgroup teams to improve the customer experience
• Act as an advocate for applying customer experience methodologies to inform process improvements and the development of new services and programs
• Develop appropriate Customer Experience Key Performance Indicators (KPIs) and develop methodology to measure, analyze and distribute performance results across the organization
• Other duties as assigned
• Corporate Compliance Responsibility - As an essential function, responsible for complying with Neighborhood’s Corporate Compliance Program, Standards of Business Conduct, applicable contracts, laws, rules and regulations, policies and procedures as it applies to individual job duties, the department, and the Company. This position must exercise due diligence to prevent, detect and report unlawful and/or unethical conduct by fellow co-workers, professional affiliates and/or agents