Easter Seals Jobs

Description

Taking a research-based and data-driven approach while grounded in empathy and respect, the Program Manager will work collaboratively with cross functional leaders to drive business goals and implement the strategic vision and roadmap for the overarching member experience and the programs that support our human centered approach to patient care.

With a passion for developing data driven programs, you are an expert in defining, researching and implementing high impact, human-centered experiences. You thrive in large, cross-functional environments while supporting and leading multiple projects simultaneously. A natural mentor, you enjoy supporting and developing first line managers. If you are a self-starter, an experienced leader and a team player, we would love to hear from you!

Key job responsibilities

Develop, drive implementation, and drive improvement for member experience metrics and voice of customer programs through our external survey vendor

Analyze metrics to drive focus areas with Clinical and Operational Leaders to have the highest impact on improving the patient experience.

Manage patient feedback cases to drive root cause analysis and service recovery.

Design and lead Model Experience workshops to improve a variety of member and team member experience touchpoint, and increase organizational awareness of member experience feedback

Represent the Model Experience team to the broader organization and align with department stakeholders (Providers, Regional Leadership, other corporate departments) on key interaction needs and company-wide SOPs

Create and implement improved communication workflows for voice of the customer feedback, collaborating with local field leaders to drive successful adoption

Serve as a subject matter expert to design training, materials, and tools for operational leaders to understand and improve the member and team member experience

A day in the life

Review and report on metrics and comments related to the patient experience daily to make recommendations for improvement

Build new surveys using our survey vendor, Qualtrics to understand the patient experience.

Manage the vendor relationship

Troubleshoot survey issues, back-up survey uploads if needed

Manage patient complaints (with support from team)

Create reports for senior leaders to understand patient experience data and key focus areas

Attend Health Plan meetings for Senior Health to drive improvement in Patient Experience and CAHPS data

About the team

Grounded in C-I-CARE and a passion for improving the patient experience, the Model Experience team supports our Clinical and Operational leaders in driving a delightful experience in every interaction, every day. We support one another, but work independently on projects that impact all areas of the organization.

Basic Qualifications

• 3+ years of program or project management experience

• 3+ years of defining and implementing process improvement initiatives using data and metrics experience

• 3+ years of driving end to end delivery, and communicating results to senior leadership experience

• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL

• Experience using data and metrics to determine and drive improvements

• Experience working cross functionally with tech and non-tech teams

• 3+ years in a healthcare related industry with complex patient related experience.

Preferred Qualifications

• 3+ years of driving process improvements experience

• Experience in stakeholder management, dealing with multiple stakeholders at varied levels of the organization

• Experience building processes, project management, and schedules

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,800/year in our lowest geographic market up to $142,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.