Social Care Network - Member Satisfaction Specialist (HYBRID)

Care Compass Network•City of Binghamton, NY

2d•Hybrid

About The Position

The Member Satisfaction Specialist will work within the Social Care Network (SCN) Team in the Southern Tier region of New York and will have direct responsibility for member satisfaction. This position reports to the Network Operations Manager.

Requirements

Bachelor’s degree required or 5 years equivalent experience in customer satisfaction or related field.
Proven experience in leading cross-functional stakeholder teams to develop/execute action plans and drive data-driven performance.
Proficiency in the facilitation, implementation and measurement of continuous improvement strategies, including member satisfaction and experience.
Proficient in planning, prioritization & time management with the ability to work independently with minimal supervision.
Ability to utilize critical thinking skills and propose creative solutions to complex challenges.
Possesses strong professional, organizational and communication skills (written and verbal).
Experience in facilitating meetings, including in person or via virtual platforms such as zoom.
Demonstrated experience with computer programs such as Microsoft Outlook, Microsoft Office (Word, Excel, PowerPoint, etc.).

Nice To Haves

Proven experience in creating, developing and management customer/patient satisfaction surveys, including applicable survey platforms (Smartsheet, Qualtrics, Survey Monkey, etc.)
Experience in project management, including applicable certifications (CAPM, PMP, etc.)

Responsibilities

Oversee and manage SCN member experience, demonstrating proficiency in understanding how social care service delivery is operationalized at the ground level, and how that impacts member satisfaction.
Facilitate the design, development and implementation of the SCN member experience survey to continuously incorporate member feedback and ensure timely and high-quality services are delivered from screening to service completion.
Lead an internal cross-departmental customer experience team, focused on the iterative refinement of data-driven workflows to produce optimal survey delivery which includes multiple delivery channels.
Collaboratively inform, manage and refine member experience dashboards within the survey platform to analyze survey results and demographic data to create action plans focused on improving service quality, accessibility and inclusivity as needed.
Charter, manage and convene an advisory committee/taskforce to support the analysis and review of member experience survey and develop approaches to action feedback (monthly).
Facilitate performance related discussions, including the creation/development of appropriate performance related tools such as scorecards, performance improvement plans (PIP), etc. (both individually and in collaboration with other key team members) to support continuous improvement and increase service quality.
Manage all applicable vendor and contractual requirements to ensure seamless survey delivery and performance results, as aligned with SCN programmatic requirements.
Complete all performance reporting associated with member satisfaction processes, including member experience, and member complaints.