Job Description
Program Manager Medicare Member/Customer Experience
Job Summary
Molina Healthcare, a Fortune 250 company, is seeking a Program Manager to join its growing Medicare Member Experience Transformation (MXT) team. The Program Manager will lead initiatives to drive member experience and engagement with programs and communications, with a focus on Stars or retention related programs. The results should drive us to the aspirational future state throughout the member’s journey with Molina initiatives and assets while driving improved member health, satisfaction and retention. The Program Manager will define and lead key elements of larger programs that impact areas from onboarding to disease management for Medicare or representing Medicare programs in Enterprise-wide initiatives. The position reports to the Director of Customer Experience and is remote.
Responsibilities and Skills
- Develop and manage programs impacting Stars, benefit understanding or retention across the end-to-end journey within Molina’s Medicare health plans
- Develop and execute engagement strategy for these programs with content and digital assets that drive desired healthy behavior changes in collaboration with our MXT writers
- Collaborate with subject-matter-experts to build complementary member experiences
- Develop or enhance Medicare personas and identify content and channel variations for each in synch with other member-facing departments
- Ability to manage multiple priorities in a fast-paced environment
- Represents the Medicare point-of-view in some smaller programs and enterprise level meetings
- Strong team player, demonstrating a selfless pursuit of helping others inside and outside of the team to succeed and able to facilitate change in team settings.
Required Education
Job Qualifications:
Bachelor’s degree required in related field (Business, Healthcare, Sciences, Social Sciences, etc.) or equivalent combination of education and experience.
Required Experience
- 3-5 years experience in Healthcare -other regulated industries considered
- 3-5 years of Program or Project Manager experience
- 2+ years of Medicare or Medicaid experience -other regulated industries considered
- Experience designing and managing programs that increase member or customer retention
- Demonstrated success in driving engagement with consumer-facing content and digital assets across all channels
- Creation of compelling reports and dashboard that identify success and need for change
- Experience navigating matrixed organizations and leading/facilitating improvement efforts with leadership and cross functional teams.
- Excellent communication and presentation skills
- Experience partnering with different levels of leadership across the organization.
- Operational process improvement and problem-solving experience
- Must have experience outside of IT programs
- Proficient in MS Office applications
Preferred Experience
- 5-7 years of Program and/or Project management experience.
- Managed Care experience.
- Content development for digital assets
- Demonstrated improvements in Consumer or Customer experiences and/or processes identified
- Experience working in a cross functional highly matrixed organization.
Preferred License & Certification
- CX or human-centered design certification
- PMP, Six Sigma Green Belt, Six Sigma Black Belt Certification and/or comparable coursework desired.
Pay Range: $66,456- $129,590 a year*
*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.
Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.
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#MX