Director of Customer Experience & Health Equity

The Director of Customer Experience & Health Equity will provide leadership and drive results for the Health Equity and Social Determinants of Health, member experience and engagement, appeals and grievances. In addition, this position serves as the Health Equity Officer. This role will be responsible for strategic and operational planning for areas of responsibility. This will include business processes, key performance metrics, collaboration, project management and operational excellence. The individual will function as a representative at various internal and external committees by performing the following duties.

JOB DUTIES

• Provides operational leadership for member services operational strategy and initiatives, such as member experience, outreach and engagement.

• Promotes community networking and engagement with key stakeholders, providers, state agencies, and member advocates to address health equity and social determinants of health.
• Directs the member grievance and appeals process.
• Serves as the Health Equity Officer and develops and implements the Health Equity strategy and plan.
• Facilitates a high-quality implementation of member onboarding and their necessary connection points.
• Oversees the member retention efforts.
• Directs and validates appropriate productivity, engagement and performance metrics are established and met, ensures department goals and KPIs are routinely communicated to key partners and throughout the organization.
• Ensures effective use of operational analytics to proactively monitor, forecast and identify trends in member services and engagement.
• Oversees member communication campaigns and collateral to ensure effective outreach and positively impacts the target audiences.
• Remains current with healthcare industry trends and best practices to drive efficient member service and engagement.
• Ensures compliance with federal and state regulatory and contractual requirements, ensures policies and procedures are established and maintained to ensure efficient and compliant operations.
• Ensures the member perspective is appropriately represented and integrated into member services operations and shared across the various departments. Effectively integrates the member experience feedback in member service operations and collaborates with various departments to continually enhance the member experience and engagement model.
• Oversees the member grievance and appeal process and ensures contractual compliance and regulatory obligations are met.
• Directs and oversees the KPIs for member grievances and appeals.
• Implements and optimizes workforce management tools for resource planning and balancing.
• Instills work culture of continuous process improvement, engagement, innovation and quality to realize operational and member experience excellence.
• Leads the development of vision and goals for member experience and engagement, health equity, grievances and appeals for the organization.
• Participates in the strategic planning process for the organization.
• Leads and strengthens the infrastructure in the county to coordinate implementation of the health equity program.
• Provides leadership in Klamath County to align resources to create an environment of continual community engagement, learning and connecting to advance health equity and social determinants of health.
• Provides effective continuous communication with leadership and staff, along with public communication of the work of advancing health equity, social determinants of health including development of common definitions, training materials, delivering presentations, and providing reports on program operations.
• Serves as a resource to leadership, staff, and community partners advocating for change and provides technical assistance to partners that seek to adopt policy, systems and environmental change to advance health equity.
• Monitors progress towards achieving the goals and strategies for health equity, member services and engagement, grievances and appeals.
• Leads teams and provides project direction and support to team members.
• Assists in the advancement of all work across the county dedicated to advancing health equity and social determinants of health.
• Builds and maintains close relationships with key influencers to positively impact SDOH and health equity in the community
• Participates in state and community/county committees.
• Develops, manages, and cultivates relationships with government agencies, local community and corporations, institutions, and organizations in order to promote CHA/CCC’s mission.
• Maintains confidentiality and complies with HIPAA rules and regulations.
• Maintains punctual, regular and predictable attendance.
• Works collaboratively in a team environment with a spirit of cooperation.
• Displays excellent communication skills including presentation, persuasion, and negotiation skills required in working with members and coworkers and including the ability to communicate effectively and remain calm and courteous under pressure.
• Respectfully takes direction from manager.

EDUCATION and/or EXPERIENCE
Bachelor’s degree from four-year college or university is required, Master’s degree is preferred; and four to six years related experience and/or training; or equivalent combination of education and experience.

COMPUTER SKILLS

Job requires specialized computer skills. Must be adept at using various applications including database, spreadsheet, report writing, project management, graphics, word processing, presentation creation/editing, communicate by e-mail and use scheduling software.

We provide a competitive salary and excellent benefits, including vacation, medical, dental and vision insurance, and 401(k) pension plan. To apply for this position, please submit a cover letter and resume. We are an Equal Opportunity Employer.

Job Type: Full-time