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IEHP · 3 days ago

Vice President, Member Experience

Rancho Cucamonga, CA

Full-time

Hybrid

Director/Executive

$246K/yr - $345K/yr

10+ years exp

IEHP is dedicated to healing and inspiring the human spirit, and they are seeking a Vice President of Member Experience to provide senior level leadership across various teams. This role focuses on enhancing the Member experience through strategic initiatives, operational improvements, and cross-functional collaboration.

Health CareHealth DiagnosticsHospital

Comp. & Benefits

Responsibilities

Provide senior level leadership and guidance to the Member Services, Transportation Services, and Business Systems & Transformation Teams

Oversee department level performance, program/project leadership and performance, and cross-functional projects and outcomes

Provide oversight over all aspects of the Member experience, strategy, and initiatives

Create and develop strategic alliances and relationships

Serve as an internal advocate and the voice of the Member

Plan, organize, lead, and coordinate the IEHP approach to achieve high performance in key service-related functions and programs from a Member perspective

Bring awareness to IEHP Executives and Departments on how their work impacts the Member and drive the strategy and execution of Member experience initiatives across the organization

Define and execute complex, cross-functional solutions that focus on maximizing the Members’ experience by optimizing the Members’ abilities to navigate their benefits

Lead change within the organization, prioritizing and operationalizing improvements

Develop and execute a robust Member Experience strategy to influence cultural change across the organization and drive enhanced results

Qualification

Health plan operationsDigital transformation projectsCustomer Experience strategiesLeadership skillsHealthcare accreditation principlesRegulatory compliance knowledgeInterpersonal skillsEmotional intelligenceCommunication skillsOrganizational skillsTeam collaboration

Required

A minimum of ten (10) years of experience in a leadership position within the health plan administration function

Demonstrated experience in health plan operations, integrated health care delivery system

Hands on experience implementing digital transformation projects involving user experience design, engagement, and development of member/provider portal self-service and Voice of the Member capabilities

Master's degree in a related field from an accredited institution required

In lieu of a Master's degree, a minimum of a Bachelor's degree and four (4) years of additional relevant work experience is required for this position. This experience is in addition to the minimum years listed in the Experience Requirements above

In lieu of a Master's degree and a Bachelor's degree, a minimum of twelve (12) years of additional relevant work experience is required for this position. This experience is in addition to the minimum years listed in the Experience Requirements above

Managed care, government programs, or other product lines

Healthcare, health plans and/or health plan accreditation principles and practices, in directing operations within the organization

Regulatory and compliance requirements related to Medi-Cal, Medicare of Commercial products, including but not limited to the California Knox-Keene Healthcare Service Plan Act and Regulations

Demonstrated knowledge of health plan operations

Strong experience in Customer Experience/Voice of the Member approaches, NPS scoring, and related technology

A high level of diplomacy is necessary to anticipate, recognize and deal effectively with sensitive Member issues

Strong leadership skills required including team development, mentoring, and coaching, and personnel management

Strong interpersonal and relationship building skills; ability to develop strategic partnerships both internally and externally

Strategic thinker with ability to translate complex operational challenges into practical action plans

Ability to demonstrate emotional intelligence skills, thought leadership, and flexibility to handle uncertainties in a changing environment

Excellent communication skills; verbal and written

Strong organizational skills and attention to detail

Work independently and collaboratively within a team environment to deliver results

Manage multiple projects with competing deadlines and changing priorities with proven execution against aggressive objectives

Partner with external stakeholders to execute goals and initiatives of the organization

Ability to drive alignment across executives and peers at all levels in the organization

Work in a complex, rapidly evolving environment which requires high-level initiative, and judgment necessary to bring resolution to sensitive issues

Communicate effectively to a variety of audiences in small or large group settings

Benefits

Hybrid schedule.

State of the art fitness center on-site.

Medical Insurance with Dental and Vision.

Life, short-term, and long-term disability options

Career advancement opportunities and professional development.

Wellness programs that promote a healthy work-life balance.

Flexible Spending Account – Health Care/Childcare

CalPERS retirement

457(b) option with a contribution match

Paid life insurance for employees

Pet care insurance

Company

IEHP

Glassdoor3.8

With a mission to heal and inspire the human spirit, Inland Empire Health Plan (IEHP) is one of the top 10 largest Medicaid health plans, the largest not-for-profit Medicare-Medicaid public health plan in the country, and for the fourth year in a row, certified as A Great Place To Work®.

Founded in 1995

Rancho Cucamonga, California, USA

1001-5000 employees