Senior Consultant - Healthcare Experience Management

About the role

This Consultant will have prior healthcare industry experience working with health plans, medical practices, physicians and provider organizations to improve member, provider and patient experience.

Responsibilities

• Utilizing Press Ganey and client data assets and resources to consult with client stakeholders to respond to industry change and opportunities for improvement and growth in complex situations while being able to adapt to changing circumstances and new requirements
• Partnering with health plan and medical groups to complete data analysis, data interpretation, and process design to identify, recommend, and solve business problems
• Constructing and/or leading data analysis to support a wide range of payer analytics, including authorization metrics and denial rates, observations and behavior assessments and summarize conclusions and recommendations
• Being an effective trainer ensuring active engagement and effective knowledge transfer for patient experience best practices and process improvement
• Coinciding actions to get work completed efficiently which includes delegating and leveraging appropriate internal and client resources
• Managing and delivering defined scope of engagement plan including timelines, deliverables, budget and outcomes for engagements
• Building and managing successful client relationships generating positive client feedback on quality, value, innovation, delivery, and results
• Serving as the direct point of contact with the client and quickly establish credibility for the respective project work stream by proactively building strategic working relationships
• Communicating effectively and appropriately influencing various audiences and levels of client management including risks and recommendations to project management
• Planning, organizing and prioritizing project activities using work plans and other project management tools

Qualifications

• 5+ years of previous work experience in experience management (Patient Experience, Member Experience, and/or Brand Experience) in health plan and/or provider organizations
• Specific experience/background in one or more of the following: Expertise in brand experience, member/patient acquisition and retention strategies; Working with health plans in driving experience improvement across lines of business; Knowledge and understanding of government programs driven by Medicare Stars and NCQA; Market research and insights or experience design; Proven track record of experience improvement in member/patient experience with plan, medical group or other provider stakeholders
• Past experience in training and coaching member/patient-facing teams
• Demonstrated experience in driving performance improvement initiatives
• Requires strong data analytic skills (Excel, Access, SQL, SAS, etc.)
• Advanced skills in MS Office Products (Word, PPT, Excel) to support document preparation
• Ability to work under pressure to meet deadlines and to quickly adapt to multiple priorities

Education

• Bachelor’s degree required and Master’s degree preferred (Disciplines preferred include business administration, health policy and administration, finance, or clinical degree)

Pay

The expected base salary for this position ranges from $130,000 to $175,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.