Senior Manager, Consumer Engagement

HMSA•Honolulu, HI

17h

About The Position

This role oversees corporate and department projects, advocating for HMSA consumers while understanding corporate priorities. The Senior Manager will lead project phases end-to-end, facilitate business decisions and technical solutions to meet milestones, resolve issues, minimize risks, and apply best practices. This position manages a team that serves as the liaison to program offices and other HMSA business areas, contributing to and/or leading corporate priorities, supporting servicing workflows across HMSA, and leading projects ranging from small initiatives to large scale efforts. The role regularly engages HMSA Customer Relations and business areas to seek input on how to improve consumer experience and customers' information needs relative to health plan benefits, costs, health care providers, and the quality of their care. Feedback is used to ensure the Voice of the Customer is incorporated into external communications and consumer experience strategies. The Senior Manager will create and implement new ways to engage and connect with members, build relationships, and seek their feedback using in-the-field research, online surveys, social media, and other methods. Additionally, this role oversees member-facing and member servicing tools such as the member portal, mobile app, cost estimator tool, Report to Member, and the department's customer relationship management system. The Senior Manager acts as the CR Liaison for system upgrades and implementation of new products within the company, providing appropriate support to projects from the member servicing perspective, which includes advocating for the member and servicing staff, and coordination of testing. The position provides work direction and leadership to assigned personnel (people leaders and professional staff) and allocates resources to meet budget and scheduling requirements. This includes writing and conducting staff performance plans to ensure they are supporting department objectives and expectations, ensuring performance standards are clearly communicated, and coaching staff on training and career development. Performs all other miscellaneous responsibilities and duties as assigned or directed.

Requirements

Bachelor's degree and five years of related work experience; or equivalent combination of education and related work experience.
Three years of experience in a management or supervisory capacity.
Strong familiarity with online communities and social networking sites, including Twitter, Facebook, YouTube, LinkedIn and similar sites.
Basic working knowledge of Microsoft Office applications. Including Word, Excel, PowerPoint, Outlook.

Responsibilities

Oversee corporate and department projects, advocating for HMSA consumers while understanding corporate priorities.
Lead project phases end-to-end and facilitate business decisions and technical solutions to meet milestones, resolve issues, minimize risks, and apply best practices.
Manage a team that serves as the liaison to program offices and other HMSA business areas, contributing to and/or leading corporate priorities, supporting servicing workflows areas across HMSA, and leading projects ranging from small initiatives to large scale efforts.
Regularly engage HMSA Customer Relations and business areas to seek input on how to improve consumer experience as well as customers' information needs relative to health plan benefits, costs, health care providers and the quality of their care.
Use feedback to ensure Voice of the Customer is incorporated into external communications and consumer experience strategies.
Create and implement new ways to engage and connect with members, build relationships and seek their feedback using in-the-field research, online surveys, social media and other methods.
Oversee member-facing and member servicing tools such as the member portal, mobile app, cost estimator tool, Report to Member, and the department's customer relationship management system.
Be the CR Liaison for system upgrades and implementation of new products within the company and provide the appropriate support to the projects from the member servicing perspective, which includes advocating for the member and servicing staff, and coordination of testing.
Provide work direction and leadership to assigned personnel (people leaders and professional staff) and allocate resources to meet budget and scheduling requirements.
Write and conduct staff performance plans to ensure they are supporting department objectives, expectations.
Ensure performance standards are clearly communicated and staff is coached on training and career development.
Performs all other miscellaneous responsibilities and duties as assigned or directed.