*Senior Program Manager, Member & Patient Experience
Primary Location Atlanta, Georgia
Worker Location Flexible
Job Number 1308122 Date posted 10/02/2024
Navigating the Hiring Process
We're here to support you!
Having trouble with your account or have questions on the hiring process?
Please visit the FAQ page on our website for assistance.
Need help with your computer and browser settings?
Please visit the Technical Information page for assistance or reach out to the web manager at kp-hires@kp.org.
Do you need a reasonable accommodation due to a disability?
A reasonable accommodation is any modification or adjustment that enables you to fully participate in completing the following:
- Online Submissions
- Pre-Hire Assessments
- Interview Process
Please submit your accommodation request and an HR Representative will contact you.
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.
Job Summary:
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 of five (5) years of relevant marketing, loyalty, and/or program management.
Education
- Bachelors 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:
- Masters degree in business, marketing, strategy,or six (6) years of experience in a directly related field.
Primary Location: Georgia,Atlanta,Regional Office - 10 Piedmont
Scheduled Weekly Hours: 40
Shift: Day
Workdays: Mon, Tue, Wed, Thu, Fri
Working Hours Start: 08:00 AM
Working Hours End: 05:00 PM
Job Schedule: Full-time
Job Type: Standard
Worker Location: Flexible
Employee Status: Regular
Employee Group/Union Affiliation: NUE-GA-01|NUE|Non Union Employee
Job Level: Manager with Direct Reports
Department: Regional Office - 9 Piedmont - HP Mgr-Loyalty Program - 2808
Pay Range: $86600 - $111980 / year
Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.
Travel: No
Flexible: Work location is on-site at a KP location, with the flexibility to work from home.
Worker location must align with Kaiser Permanente's Authorized States policy.
At Kaiser Permanente, equity, inclusion and diversity are inextricably linked to our mission, and we aim to make it a part of everything we do. We know that having a diverse and inclusive workforce makes Kaiser Permanente a better place to receive health care, a more supportive partner in our communities we serve, and a more fulfilling place to work. Working at Kaiser Permanente means that you agree to and abide by our commitment to equity and our expectation that we all work together to create an inclusive work environment focused on a sense of belonging and wellbeing.
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status. Submit Interest
