Senior Program Manager, Member & Patient Experience

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.

• 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.