Member Experience Manager

Overview

At VNS Health, we believe that the way we deliver health services is just as important as what we deliver. We aim to create a member‑centric experience, ensuring that health plan operations are infused with the member's perspective and that members think our services are simple to understand, easy to access, and make a meaningful difference in their lives. Our teams rely on agile collaboration, innovation, and accountability to drive meaningful improvements in healthcare and better outcomes for our members.

The Manager of Member Experience is responsible for supporting initiatives that enhance the experience of members by driving engagement, satisfaction, and retention. This role assists in executing strategies that align with the organization's mission and values, fostering a member‑centric culture, and collaborating with key stakeholders to ensure a seamless and positive member journey. The Manager will help implement member experience initiatives, analyze data to identify improvement opportunities, and contribute to cross‑functional strategies to optimize member interactions and engagement.

• Referral bonus opportunities
• Generous paid time off (PTO), starting at 30 days of paid time off and 9 company holidays
• Health insurance plan for you and your loved ones:
  Medical, Dental, Vision, Life, Disability
• Employer‑matched retirement saving funds
• Personal and financial wellness programs
• Pre‑tax flexible spending accounts (FSAs) for healthcare and dependent care
• Generous tuition reimbursement for qualifying degrees
• Opportunities for professional growth and career advancement
• Internal mobility, CEU credits, and advancement opportunities

• Manage the development of a comprehensive member experience strategy and roadmap for Health Plans that is aligned with VNS Health strategic objectives, mission and values
• Support efforts to create a member‑centric culture within Health Plans to deliver on the member experience guiding principles
• Collaborate with shared services teams, including Contact Center Shared Services (CCSS) and Business Informatics and Analytics (BIA), in the collection and analysis of member data, identifying trends and improvement opportunities
• Support the implementation of Health Plan member experience initiatives, ensuring timely execution and alignment with strategic goals
• Provide support and guidance to staff executing member experience initiatives, assisting in coordination and training
• Manage special projects related to member experience, ensuring tasks are completed within scope and timeline
• Assist in setting project goals and timelines, providing updates to leadership as needed
• Gather and analyze feedback to refine member experience strategies
• Identify risks related to member experience and assist in the development of mitigation strategies
• Work collaboratively with other teams across the VNS Health organization to address and resolve issues that may impact the member experience
• Participate in special projects and perform other duties as assigned

• Bachelor's Degree in healthcare administration, public health, social services, or related field required

• Minimum of five years of demonstrated success in sales, retention, customer service, care coordination or social work leadership required
• Strong working knowledge of the healthcare industry and understanding of member experience best practices required
• Demonstrated ability to organize and manage timelines required
• Strong analytical and strategic thinking skills required
• Experience working with cross‑functional teams and supporting project initiatives required
• Experience working collaboratively and supporting teams in a virtual or hybrid environment required
• Strong PC skills with proficiency in Word, PowerPoint and Excel applications required
• Demonstrated self‑motivation, sound judgment, problem‑solving and analytical skills required
• Performs effectively and independently in a multi‑tasking environment required
• Demonstrated ability to persuade and drive change required
• A strong understanding of the demographic we serve (Medicaid‑ and Medicare‑eligible individuals with multiple…