Medicare Advantage Customer Experience Strategist Job Listing at Medical Mutual in Brooklyn, OH (Job ID 2400552)

Description

Founded in 1934, Medical Mutual is the oldest and one of the largest health insurance companies based in Ohio. We provide peace of mind to more than 1.2 million members through our high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement, and individual plans.

Facilitates and supports system/process/people improvement projects involving the member experience across the Company's lines of business with an emphasis on government and/or commercial health plans, anticipating risks, managing expectations, and providing change management support.

This position has the option to work hybrid; Greater Cleveland, Ohio residents preferred. 

Responsibilities

Medicare Advantage Customer Experience Strategist

• Facilitates projects to enhance the member experience involving one or more cross-functional teams through execution and implementation, monitoring project performance and improvements.
• Collaborates with appropriate stakeholders to ensure timely project delivery, anticipates risks, and plans accordingly.
• Leverages Speech/Customer Analytics and customer feedback to Identify opportunities to improve customer experience.
• Collaborates and builds relationships throughout the organization to manage expectations and drive customer satisfaction, while educating and promoting a culture of continuous improvement.
• Performs other duties as assigned.

Senior Medicare Advantage Customer Experience Strategist

• Plans and manages projects of a strategic and financial nature within the Customer Experience Division through execution and implementation.
• Partners with appropriate stakeholders to ensure timely project delivery, anticipates risks and plans accordingly. Manages the change process with minimal impact to the business.
• Leverages Speech/Customer Analytics and customer feedback to Identify opportunities to improve customer experience.
• Collaborates and builds relationships throughout the organization to manage expectations and drive customer satisfaction, while educating and promoting a culture of continuous improvement.
• Monitors project performance and improvements, sharing Best Practices and working to develop junior team members in process improvement/project management skills.
• Performs other duties as assigned.

Qualifications

Medicare Advantage Customer Experience Strategist

Education and Experience

• Bachelor's degree in Business Administration or related field or equivalent combination of education/training and experience.
• 3 to 5 years progressive experience leading medium to large projects and cross-departmental corporate process or technology implementations, preferably in the health care or financial services industry.
• Experience in Medicare and/or Medicaid preferred. 

Professional Certification(s)

• Project Management certification preferred.

Technical Skills and Knowledge

• Knowledge of customer experience / process improvement methodologies.
• Intermediate to advanced Microsoft Office and database reporting skills.
• Strong facilitation and project management skills.
• Excellent oral, written, interpersonal and presentation communication skills with the ability to communicate with stakeholders at various levels of the organization.
• Ability to interpret data trends and patterns, applying them to business processes and member experience.

Senior Medicare Advantage Customer Experience Strategist

Education and Experience 

• Bachelor's degree in Business Administration or related field or equivalent combination of education/training and experience.
• 5 to 7 years progressive experience leading medium to large projects and cross-departmental corporate process or technology implementations.
• Experience in dealing with stakeholders at all levels of the organization.

Professional Certification(s)

• Project Management certification preferred.

Technical Skills and Knowledge

• Strong analytical skills and the ability to interpret data trends and patterns, translating them into meaningful strategic issues and solutions in a business environment.
• Knowledge of customer experience / process improvement methodologies.
• Excellent oral, written, interpersonal and presentation communication skills.
• Ability to organize and manage multiple priorities.
• Strong operations management skills: ability to lead people and get results through others.
• Seasoned judgment, strong analytical and problem resolution skills.

Medical Mutual is looking to grow our team! We truly value and respect the talents and abilities of all of our employees. That's why we offer an exceptional package that includes:

A Great Place to Work:

• We will provide the equipment you need for this role, including a laptop, monitors, keyboard, mouse and headset.
• Whether you are working remote or in the office, employees have access to on-site fitness centers at many locations, or a gym membership reimbursement when there is no Medical Mutual facility available. Enjoy the use of weights, cardio machines, locker rooms, classes and more.
• On-site cafeteria, serving hot breakfast and lunch, at the Brooklyn, OH headquarters.
• Discounts at many places in and around town, just for being a Medical Mutual team member.
• The opportunity to earn cash rewards for shopping with our customers.
• Business casual attire, including jeans.

Excellent Benefits and Compensation:

• Employee bonus program.
• 401(k) with company match up to 4% and an additional company contribution.
• Health Savings Account with a company matching contribution.
• Excellent medical, dental, vision, life and disability insurance — insurance is what we do best, and we make affordable coverage for our team a priority.
• Access to an Employee Assistance Program, which includes professional counseling, personal and professional coaching, self-help resources and assistance with work/life benefits.
• Company holidays and up to 16 PTO days during the first year of employment with options to carry over unused PTO time.
• After 120 days of service, parental leave for eligible employees who become parents through maternity, paternity or adoption.

An Investment in You:

• Career development programs and classes.
• Mentoring and coaching to help you advance in your career.
• Tuition reimbursement up to $5,250 per year, the IRS maximum.
• Diverse, inclusive and welcoming culture with Business Resource Groups.

About Medical Mutual:

Medical Mutual's status as a mutual company means we are owned by our policyholders, not stockholders, so we don't answer to Wall Street analysts or pay dividends to investors. Instead, we focus on developing products and services that allow us to better serve our customers and the communities around us.

There's a good chance you already know many of our Medical Mutual customers. As the official insurer of everything you love, we are trusted by businesses and nonprofit organizations throughout Ohio to provide high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement and individual plans. Our plans provide peace of mind to more than 1.2 million Ohioans.

We're not just one of the largest health insurance companies based in Ohio, we're also the longest running. Founded in 1934, we're proud of our rich history with the communities where we live and work.

We maintain a drug-free workplace and perform pre-employment substance abuse and nicotine testing.