Sorry, this job is no longer accepting applications. See below for more jobs that match what you’re looking for!

Senior Program Manager - Member And Patient Experience

Expired Job

Kaiser Permanente Atlanta , GA 30301

Posted 2 months ago

Description:

This position supports the Care and Service Experience strategy by developing, implementing and managing onboarding, loyalty and retention programs. Reporting to Director Service Strategy, this role will focus on program management for initiatives that enable member onboarding, build member loyalty and positively impact retention including call center campaigns, service improvement programs, new member marketing collateral, newsletters, focus groups, mystery shopper programs, online/channel initiatives and other retention programs. This individual will appy analytical skills and creative thinking to generate insightful, innovative and practical solutions, build and maintain strategic alliances inside and outside the organization to effectively deliver results, manage stakeholder relationships and can understand / sponsor needs to build commitment to project solutions in a timely and organized manner.

Essential Responsibilities:

Accountable for leading the onboarding and engagement strategies for KPGA Region New Member and Existing Member populations, including tactical oversight of ongoing programs and associated work streams. This includes oversight of the New Member Welcome Desk, including creation of call standards, onboarding content, metrics design and implementation, coordination of contact center agent training, operational oversight in partnership with contact center management, and monitoring of member surveys and feedback. Also, analysis of New Member Onboarding processes for Senior Management, including member experience metrics, member retention and loyalty, and new member engagement, and to provide quantification of the financial and non-financial ROI (return on investment) for the program.

Partner across KP Enterprise with New Member Community of Practice, and locally within KP GA with MERIT and CASE teams to create and implement short and long-term strategic member outreach and engagement programs aimed at ensuring an exceptional member experience at every touchpoint. Focus on supporting the Regional Service Strategy and developing related improvement strategies. Partner with Data Analytics teams to assess performance and develop metrics and dashboards to communicate to senior leaders.

Direct Reports: Manage the Patient Experience Coordinator and Union Ambassador to effectively support the Service Ambassador and Volunteer Service Ambassador programs, and partner with medical office leadership and staff to support all member-facing programs such as Member Appreciation and Kp.org registration strategies.

Represent KPGA in all collaborative enterprise work related to the New Member Welcome Program, Existing Member Retention Program, Digital Experience Program and National Market Research. Communicate to senior leadership all reports related to these programs.

Partner with Sales and Account Management to schedule personalized onboarding events for key employer groups and service recovery events for those identified at risk, to reinforce the value of Kaiser Permanente and support retention.

Responsible for the creation and monitoring of Clinical Onboarding processes, including new member pharmacy consultations, collection of member health history over the phone or via online tools, and coordination with MOB Clinical Operations to ensure a superior first visit experience for our members.

Build and maintain strategic alliances, both inside and outside of the organization, to effectively influence and work with others to achieve business goals.

Basic Qualifications:

Experience

Minimum five (5) years of relevant marketing, loyalty, and/or program management.

Education

Bachelor's degree in related field OR four (4) years of experience in a directly related field.

High School Diploma or General Education Development (GED) required.

License, Certification, Registration

N/A.

Additional Requirements:

Market research, health care/health insurance experience.

Management and development of marketing programs, products or loyalty programs, Customer retention experience, Project management, Communication/interpersonal skills, Data analysis, Organization/planning skills, PC software, including presentation software, spreadsheet software, word processing software.

MS Project experience.

Preferred Qualifications:

Master's degree in business, marketing, strategy,or six (6) years of experience in a directly related field.

Primary Location: Georgia,Atlanta,Regional Office

  • 10 Piedmont 10 Piedmont Center Scheduled Weekly Hours: 40 Shift: Day Workdays: Mon

  • Fri Working Hours Start: 8:00 AM Working Hours End: 5:00 PM Job Schedule: Full-time Job Type:

    Standard Employee Status: Regular Employee Group/Union Affiliation: Salaried, Non-Union, Exempt Job Level:

    Individual Contributor Job Category: Healthcare / Hospital Operations Department: Service Strategy Travel: Yes, 5 % of the Time

Click here for additional requirements >



See if you are a match!

See how well your resume matches up to this job - upload your resume now.

Find your dream job anywhere
with the LiveCareer app.
Download the
LiveCareer app and find
your dream job anywhere
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Hospice Patient Care Manager RN

LHC - Icims

Posted 1 week ago

VIEW JOBS 11/12/2018 12:00:00 AM 2019-02-10T00:00 OverviewLHC Group is the preferred post-acute care partner for hospitals, physicians and families nationwide. From home health and hospice care to long-term acute care and community-based services, we deliver high-quality, cost-effective care that empowers patients to manage their health at home. More than 60 leading hospitals and health systems around the country have partnered with LHC Group to deliver patient-centered care in the home. More hospitals, physicians and families choose LHC Group, because we are united by a single, shared purpose: It's all about helping people. Registered Nurse who serves as a clinical leader for clinical staff in the hospice agency as well as an alternate for the Executive Director if not available. The Patient Care Manager strives to assure regulatory compliance, clinical excellence, adherence to up-to-date Plans of care, and financial and administrative control of agency processes. IND 1118 Additional Details Essential Functions * Assist Executive Director with all patient care activities to ensure the delivery of safe, economical and efficient patient care which adheres to relevant standards of accepted nursing, regulatory, medical practice and payer source criteria. * Assists Executive Director with employment of qualified personnel, verification of licensure or certification as required by law prior to employment and annually thereafter, and certifies and maintains records to support competency of all agency personnel. * Assists Executive Director with formulation and maintenance of agency policy and procedure manuals that establish and support the highest possible quality of patient care, cost controls, quality assurance and mechanisms for disciplinary action for infractions. * Assists Executive Director with supervision of the employee health program. * Assists the Executive Director with assurance of compliance with local, state and federal laws and promotes the health and safety of staff and patients/families as well as the community through problem resolution, complaint investigation, refers impaired staff to appropriate authorities, provides in-services to staff to promote the health and safety of the patient, to familiarize staff with regulatory issues and agency policy and procedures. * Assists Executive Director with orientation for agency personnel and collaborates with Executive Director on evaluation of agency personnel. * Assists Executive Director with compliance of regularly scheduled continuing education for agency personnel. * Assists Executive Director with oversight of care provided by staff promotes the health and safety of the patient. * Assists Executive Director to validate that agency policies are enforced. * Assists Executive Director with staff recruitment to ensure that adequate staffing is maintained * Serves as a member of the Interdisciplinary Group, Quality Assurance Performance Improvement initiatives, Chart Audits and participates in strategic agency planning. Participates in QAPI plan and processes. * Serves as liaison between agency personnel and administration. * Provides patient care according to plan of care as ordered by the physician * Maintains strict patient confidentiality * Maintains personnel file, completes assigned LHC Connect modules, and completes applicable in-services. * Any additional duties as assigned. Qualifications License Requirements * Current RN Licensure in state of practice. * Current CPR certification. * Current driver's license, valid vehicle insurance and access to a dependable vehicle, or public transportation. Additional State Specific Requirements * GA: No additional state specific requirements. LHC - Icims Atlanta GA

Senior Program Manager - Member And Patient Experience

Expired Job

Kaiser Permanente