Member Experience Performance Specialist

What We Provide

• 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 You Will Do

• 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.

Education:

• 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

Work Experience:

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