Operations Manager Membership Retention

•**Fully Remote, however must be local to Northern California***

***10% travel within NCAL Market***

Required Level of Education: Bachelor's required

Must have strong project management experience, problem solving & analytical skills within healthcare.

Must have healthcare experience, customer service/case management background and business skills

JOB DESCRIPTION

The Consumer Experience Member Patient Experience Management (MPXM) and Loyalty Score Pilot Contractor will support the regional and local teams in program monitoring under the program managers, targeted member outreach efforts aimed at identifying member concerns, following up and closing the loop with members and employees to provide a better experience and resolving member issues/gaps. The Contractor will be responsible for all forms of member outreach with support from the regional and local team and will log all interventions in the existing tracker tool. The intervention tracker must be organized and updated in a timely manner to avoid data loss and ensure that all member concerns are being follow up on in a timely manner. The Contractor will provide this oversight and general oversight for local teams as they operationalize interventions in their respective service areas.

Additionally, the contractor will manage all NCAL pilot sites as they engage with the regional team to test the Loyalty Score. Using existing materials, the contractor will be expected to engage with the local team on a weekly basis guiding them through an assess, design and test phases.

KEY RESPONSIBILITIES

Member Outreach-

Including but not limited to phone calls, texting, mailers, email campaigns, interview recruitment, etc.0.5 FTE (20 hrs per week)

Follow up and loop closing coordination-

Transferring member concerns to local operational team for follow up; confirming that loop has been closed with operational team

Maintain and Update Intervention Tracker -

As members and outreached to, all touchpoints must be logged into the intervention tracker and updated as follow up is complete

Manage and provide ongoing support for NCAL Pilot Sites-

Using existing tools, guide local operational teams through project phases (assess, design, and test)* see below for specific deliverables; Most of project support will be in test phase0.5 FTE (20 hrs per week)

CANDIDATE ATTRIBUTES

Facilitation skills

Customer-centric

Customer service skills – call center background is a plus

Self-motivated and organized

Problem solving skills

Collaborative

Not required but a plus:

Intermediate excel and data analysis skills

PowerBI knowledge a plus

How many years of related experience are you looking for in your ideal candidate? 4-6 years

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**

Benefits:

For information and details on employment benefits offered with this position, please visit

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California Pay Equity:

For information and details on pay equity laws in California, please visit the State of California Department of Industrial Relations' website

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Rose International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender (expression or identity), national origin, arrest and conviction records, disability, veteran status or any other characteristic protected by law. Positions located in San Francisco and Los Angeles, California will be administered in accordance with their respective Fair Chance Ordinances.

If you need assistance in completing this application, or during any phase of the application, interview, hiring, or employment process, whether due to a disability or otherwise,

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Rose International has an official agreement (ID #132522), effective June 30, 2008, with the U.S. Department of Homeland Security, U.S. Citizenship and Immigration Services, Employment Verification Program (E-Verify). (Posting required by OCGA 13/10-91.).