Program Manager - Member Experience, Geisinger Health Plan (Eastern Standard Time Zone resident)

Geisinger•Work from home (Pennsylvania), PA

5d•Remote

About The Position

Responsible for enhancing the member experience by leveraging member feedback, experience metrics, and quality improvement strategies to improve satisfaction, engagement, access to care, and health outcomes. Partners across the organization to identify opportunities, implement solutions, and drive continuous improvement initiatives that put members at the center of care and service delivery.

Requirements

Member experience strategy and improvement
Data analysis and performance measurement
Survey analysis (CAHPS, NPS, member satisfaction)
Quality improvement and process improvement methodologies
Root cause analysis and problem solving
Project management and implementation
Cross-functional collaboration and stakeholder engagement
Member-centered communication
Presentation and reporting skills
Healthcare operations knowledge
Bachelor's Degree
Minimum of 3 years-Managing people, processes, or projects

Nice To Haves

Fundraising
Group Problem Solving
Leadership
Manages Projects And Functions
Organizing
Waterfall Model
Working Independently

Responsibilities

Provide day-to-day oversight, including administration, implementation, supervision, communication and strategy of the program.
Organizes programs and activities in accordance with the mission and goals of the organization.
Develops new programs or expands and manages existing programs to support the strategic direction of the organization.
Implements and manages changes and interventions to ensure program goals and initiatives are achieved.
Manages assigned team members including supervision, evaluation and administrative duties.
Develops and manages programs to support the strategic direction of the organization.
Creates and manages long-term goals.
Develops a budget and operating plan for the program.
Develops an evaluation method to assess program strengths and identify areas for improvement.
Manages a team with a diverse array of talents and responsibilities.
Ensures goals are met in areas including customer satisfaction, safety, quality and team member performance.
Implements and manages changes and interventions to ensure project goals are achieved.
Produces accurate and timely reporting of program status.
Analyzes program risks and makes adjustments as appropriate.