Vice President, Member Experience

Overview

What you can expect! 

 

Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience!

 

Under the direction of the Chief Operating Officer, the Vice President of Member Experience is responsible for providing senior level leadership, guidance to the Member Services, Transportation Services, and Grievance & Appeals teams. The responsibilities include, but are not limited to, department level performance, program/project leadership and performance, and cross-functional projects and outcomes. Provides oversight over all aspects of the Member experience, strategy, and initiatives.  Creates and develops strategic alliances and relationships. Serves as an internal advocate and the voice of the Member.  The Vice President of Member Experience has responsibility to plan, organize, lead, and coordinate the IEHP approach to achieve high performance in key service-related functions and programs from a Member perspective. 

 

Brings awareness to IEHP Executives and Departments on how their work impacts the Member and drive the strategy and execution of Member experience initiatives across the organization. This position is responsible for defining and executing complex, cross functional solutions that focus on maximizing the Members’ experience by optimizing the Members’ abilities to navigate their benefits. The Vice President, Member Experience will lead change within the organization, with a strong ability to prioritize and operationalize improvements. Develops and executes a robust Member Experience strategy to influence cultural change across the organization and to drive enhanced results.

 

Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.

Additional Benefits

Perks

 

IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more.

• Competitive salary.
• Hybrid schedule.
• State of the art fitness center on-site.
• Medical Insurance with Dental and Vision.
• Life, short-term, and long-term disability options
• Career advancement opportunities and professional development.
• Wellness programs that promote a healthy work-life balance.
• Flexible Spending Account – Health Care/Childcare
• CalPERS retirement
• 457(b) option with a contribution match
• Paid life insurance for employees
• Pet care insurance

Key Responsibilities

Develop the vision, strategy, and capabilities to deliver best-in-class Member experiences throughout the organization for all products (Medi-Cal, Medicare, and Commercial) and interactions. Foster a service-oriented work environment with an emphasis on dedication to serving Members.

Provide direct leadership, oversight, and accountability for the effectiveness of the Member Services, Transportation Services, and Grievance & Appeals teams through the development of an annual workplan that aligns with the organizational priorities which includes key infrastructure projects, training & development plans, and actions focused on continuous improvement of the team’s culture and engagement.

Establish assessment processes and procedures for the departmental infrastructure and staffs to ensure quality of work meets expectations. Drive engagement within the Member Services, Transportation Services, and Grievance & Appeals leaders to build strong and clear interrelationships to ensure successful operational performance resulting in high levels of Member satisfaction.

Identify areas of improvement and leads projects and continuous improvement initiatives for the Member Services, Transportation Services, and Grievance & Appeals teams. Anticipates operational challenges and proactively identify and execute solutions to mitigate obstacles. 

Monitor performance, remove barriers, develop and implement strategies to enhance Member satisfaction in coordination with IEHP’s organization-wide operations, non-operations, and clinical teams.

Monitor developments on the federal and state level that may impact the Member Services, Transportation Services, and Grievance & Appeals teams. Develop appropriate strategies as necessary and implements corrective actions as appropriate.

Ensure regulatory documentation prepared by the Member Services, Transportation Services, and Grievance & Appeals teams is accurate and meets regulatory requirements. Participates in audits and interacts with regulatory agencies as a credib