Assistant Director, Member Experience

You will:

• Lead
  the development and execution of a comprehensive member experience
  strategy for Medicare Advantage products
• Drive
  improvements in CMS Star Ratings through initiatives focused on member
  satisfaction, engagement, and loyalty
• Partner
  cross-functionally to identify, analyze, and resolve root causes of member
  pain points and grievances
• Ensure
  timely and effective resolution of member issues, with a focus on
  continuous improvement
• Design
  and implement proactive, data-driven solutions to enhance the member
  experience
• Leverage
  AI/ML capabilities, analytics, and industry best practices to improve
  member satisfaction and retention
• Monitor
  performance metrics and translate insights into actionable improvements
  across the organization

We're seeking a talented leader with:

Required:

• A Bachelor's degree in Health Administration,
  Business Administration, or related field and/or equivalent experience
• Eight or more years of in-depth understanding of
  healthcare operations, member journey and experience, and CMS Star Ratings
• Strong knowledge of healthcare and/or Medicare
  Advantage operations, including CMS Star Ratings measures and performance
  drivers
• Proven analytical and problem-solving skills,
  with the ability to interpret complex data and translate it into actionable
  strategies
• Excellent communication, facilitation, and
  presentation skills, with the ability to convey complex topics clearly
• Strong project management and organizational
  skills; able to manage multiple priorities under tight deadlines
• Demonstrated innovation mindset with the ability
  to design creative, practical solutions to improve member experience
• Empathetic, member-centric perspective balanced
  with a strategic, data-informed approach
• Deep understanding of grievance and appeals
  processes, with the ability to identify systemic issues and develop sustainable
  solutions
• Passion for improving healthcare delivery and
  ensuring every member feels valued, supported, and heard
• Communicates clearly and persuasively across
  diverse stakeholder groups, including executives and external partners

Preferred:

• A Master's degree in Health Administration,
  Public Administration or Business Administration
• Experience leveraging AI, predictive analytics,
  and automation to drive member engagement, satisfaction, and retention
• Ability to lead cross-functional initiatives
  that drive measurable improvement in member satisfaction, retention and Stars
  performance