Member Experience Performance Specialist (Hybrid)

Visiting Nurse Service of New York d/b/a VNS Health • New York, NY

2h • Hybrid

About The Position

Drives improvements in member experience by analyzing interactions to uncover emotional, educational, and relational factors. Delivers targeted coaching and training to elevate communication effectiveness and empathy across teams. Converts insights into actionable strategies that shape service design and organizational initiatives. Partners with cross-functional teams to embed member experience standards into performance management and culture. Works under general direction.

Requirements

• Bachelor's Degree in health communications, psychology, public health, social work, organizational development or related discipline or the equivalent work experience in a related professional field required
• Minimum 3 years of experience in coaching, training, or member/patient experience roles, preferably in healthcare or social services required
• Excellent listening and observational skills with the ability to interpret emotional and relational cues required
• Excellent written and verbal communication skills, with the ability to translate observations for understanding by a broad audience required
• Demonstrated ability to coach individuals toward greater self-awareness and sustained behavior change required
• Experience developing and facilitating participatory trainings or workshops required
• Ability to work independently and collaboratively across teams required
• Knowledge of health care delivery systems, patient care, and care coordination required

Nice To Haves

• Familiarity with call review platforms, CRM systems, or member experience tools is a plus preferred
• Knowledge of basic Performance Improvement tools and methodologies preferred

Responsibilities

• Evaluates and scores recorded or live member interactions to assess emotional tone, clarity, and relational dynamics.
• Extracts themes and trends from interaction analysis to inform experience improvement strategies.
• Assesses member understanding and ensures communication aligns with member needs and expectations.
• Coaches team members to strengthen listening skills, empathy, and communication effectiveness, and to consistently meet member experience expectations
• Provides real-time feedback and collaborates with supervisors to integrate coaching into performance development plans.
• Designs and facilitates training sessions on interpersonal communication, emotional intelligence, and member engagement.
• Partners with Education and Development teams to embed member experience principles into onboarding and ongoing education.
• Transforms insights from interaction reviews into actionable recommendations for service design and process improvements.
• Contributes to organizational committees and workgroups focused on enhancing member experience.
• Assists in developing and refining member experience standards, guidelines, and performance metrics.
• Monitors adherence to member experience standards and identifies gaps for improvement.
• Prepares reports and presentations summarizing trends, coaching outcomes, and recommendations for leadership.
• Utilizes data and technology tools to track member experience metrics and identify improvement opportunities.
• Champions a member-centric culture and serves as a subject matter expert in related initiatives.
• Aligns individual and team performance goals with organizational member experience objectives.
• Participates in special projects and performs other duties as assigned.

Benefits

• Referral bonus opportunities
• Generous paid time off (PTO), starting at 30 days of paid time off and 9 company holidays
• Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life Disability
• Employer-matched retirement saving funds
• Personal and financial wellness programs
• Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care
• Generous tuition reimbursement for qualifying degrees
• Opportunities for professional growth and career advancement
• Internal mobility, generous tuition reimbursement, CEU credits, and advancement opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level