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

About the role

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.

Responsibilities

• Provide day-to-day oversight, including administration, implementation, supervision, communication and strategy of the program.
• Organize programs and activities in accordance with the mission and goals of the organization.
• Develop new programs or expand and manage existing programs to support the strategic direction of the organization.
• Implement and manage changes and interventions to ensure program goals and initiatives are achieved.
• Manage assigned team members including supervision, evaluation and administrative duties.
• Develop and manage programs to support the strategic direction of the organization.
• Create and manage long-term goals.
• Develop a budget and operating plan for the program.
• Develop an evaluation method to assess program strengths and identify areas for improvement.
• Manage a team with a diverse array of talents and responsibilities.
• Ensure goals are met in areas including customer satisfaction, safety, quality and team member performance.
• Implement and manage changes and interventions to ensure project goals are achieved.
• Produce accurate and timely reporting of program status.
• Analyze program risks and make adjustments as appropriate.

Requirements

• Bachelor's Degree (Required)
• Minimum of 3 years managing people, processes, or projects (Required)

Skills

• 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

Benefits

• Healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners
• Collaborative, cooperative and collegial atmosphere
• Diverse workforce that strengthens the team