Centene is transforming the health of our communities one person at a time. As an Executive on our team, you could be the one who changes everything for our 28 million members.
Position Purpose: Lead member experience across Quality by setting the vision to address customer needs and with direct member outreach initiatives and activities including omni-channel engagement, and outreach outcomes. Leads coordination of outreach to reduce abrasion and increase engagement. Oversees governance, technology that enables effective processes. The leader in this role will develop the strategy for the Quality member journey orchestration, personalization and connected experiences across every channel-touchpoint.
- Ability to influence and bring prioritization to member engagement capabilities and features across digital, CRM, CX, service and clinical platforms needed to deliver on business results
- Lead and enable implementation of seamless, data-driven customer experiences across member touchpoint, ensuring consistent, AI powered personalized experiences at scale
- Oversee and implement all enterprise quality outreach campaigns and member outreach activities such as member onboarding, preventative services outreach, health risk assessments and clinical measure outreach.
- Direct the work of member orchestration, outreach, and analytics team to develop a centralized process to collect, track and report data from outreach initiatives and campaigns.
- Ensure standardization of member outreach communications and understand campaigns/ resources to achieve outreach initiatives and improve member experience and engagement.
- Establish communication plan to stakeholders to report member outreach initiatives and performance.
- Oversee strategy, performance, vendor management and internal strategic partnerships supporting member experience and health outcomes quality measures
- Demonstrated success leading large scale projects and programs in a matrix environment
- Performs other duties as assigned
- Complies with all policies and standards
Education/Experience: Bachelor’s degree in Business Administration or Healthcare Administration or related field. Master’s degree preferred. 8+ years of experience in healthcare, managed care, quality or consumer outreach required. 3+ years of supervisory/management experience required.
Preferred Qualifications:
- Omni-channel Strategy Development: Work Experience defining and implementing an omni-channel experience strategies integrating customer touchpoints
- Strong understanding of omnichannel strategy and execution across digital, mobile, live outreach and traditional mediums
- Experience creating alignment with enterprise leaders and teams including IT, Digital, Marketing, Analytics, Product teams
- Strong expertise in using data to drive insights, actions, personalization and KPIs
- Digital customer experience or digital marketing or related field
- Familiarity with CRM systems such as Salesforce and CDP (Customer data management platforms)
- Technical understanding of APIs, data integration and cloud based platforms
- Work experience in health insurance/health care, Medicare Stars, strongly preferred
- Experience in retail, e-commerce, consumer health or similar industries
Pay Range: $178,500.00 - $338,800.00 per year
Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law. Total compensation may also include additional forms of incentives.
Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.
Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act
