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

Location:

Work from home (Pennsylvania)

Shift:

Days (United States of America)

Scheduled Weekly Hours:

40

Worker Type:

Regular

Exemption Status:

Yes

Job Summary:

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.

Job Duties:

Provide day-to-day oversight, including administration, implementation, supervision, communication and strategy of the program. Organizes programs and activities in accordance with the mission and goals of the organization. Develops new programs or expands and manages existing programs to support the strategic direction of the organization. Implements and manages changes and interventions to ensure program goals and initiatives are achieved.

• Manages assigned team members including supervision, evaluation and administrative duties.
• Develops and manages programs to support the strategic direction of the organization.
• Creates and manages long-term goals.
• Develops a budget and operating plan for the program.
• Develops an evaluation method to assess program strengths and identify areas for improvement.
• Manages a team with a diverse array of talents and responsibilities.
• Ensures goals are met in areas including customer satisfaction, safety, quality and team member performance.
• Implements and manages changes and interventions to ensure project goals are achieved.
• Produces accurate and timely reporting of program status.
• Analyzes program risks and makes adjustments as appropriate.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

Position Details:

Key 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

Education:

Bachelor's Degree- (Required)

Experience:

Minimum of 3 years-Managing people, processes, or projects (Required)

Certification(s) and License(s):

Skills:

Fundraising, Group Problem Solving, Leadership, Manages Projects And Functions, Organizing, Waterfall Model, Working Independently

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities.

• KINDNESS: We strive to treat everyone as we would hope to be treated ourselves.
• EXCELLENCE: We treasure colleagues who humbly strive for excellence.
• LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.
• INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
• SAFETY: We provide a safe environment for our patients and members and the Geisinger family. 

We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, we encourage an atmosphere of collaboration, cooperation and collegiality.

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.