Job Description
Member Experience Specialists are responsible for navigating complex member escalations, assessing detractors from member satisfaction surveys and working cross functionally with internal teams to provide favorable outcomes to our members. This role plays a crucial role within the Service Quality team.
Responsibilities:
- Monitor case accuracy and data input for valid analysis
- Review MSAT data to identify trends in member satisfaction
- Maintain MSAT related dashboards and visuals to reflect up to date information
- Create action plans to address widespread issues raised by member feedback
- Drive improvements through developing strategic contacts and internal collaboration
- Work closely with internal teams and leaders to provide a single point of contact for complex or high profile member issues
- Draft Job Aids to support new initiatives
- Manage SOPs to reflect most current directives
- Mentor Member Experience Specialists for performance improvements
- Train new hires and assist in onboarding process
- Provide team support for complex scenarios and finding resolutions
- Collate member impact stories for newsletter, marketing and team ...
The Real Dill ☘️
Healthcare benefits are a huge expenditure for employers - some estimates show several thousands of dollars per full-time employee. Companies like Included Health have found a huge opportunity to allay some of these costs by offering care directly, and expanding into adjacent services for employers and employees. And, when you calculate how many employees the largest of employers cover (like one of their clients, Wal-Mart), that's a huge financial opportunity for both Included Health and the companies saving money on healthcare expenses for employees. (July 2024)
Jon Lee, PT, DPT, OCS, FAAOMPT, MBA
Pickle co-founder
About Included Health
Healthcare navigation & virtual care services for employers
MissionTo raise the standard of healthcare for everyone
Wow FactorIncludes Wal-Mart amongst its corporate clients
Company benefits
- 🔐 Health insurance
- 🦷 Dental
- 👀 Vision
- 🏝️ Paid time off
Pickle is not affiliated with listed companies unless otherwise noted.
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