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Director Member Experience
at WellCare Health Plans
Louisville, KY

Director Member Experience
at WellCare Health Plans
Louisville, KY

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Market-wide responsibility for the creation and execution of strategies relating to membership growth and retention, brand recognition, member outreach and community relations. In accordance with the prescribed rules of the Medicaid contract, develops and implements brand awareness and member education campaign including community goodwill events with strategic partners (i.e. providers, professional associations, alliances and charitable organizations). Analyzes and interprets the needs of members, developing short and long-term strategic directives and programs to improve member experience

Reports to:COO

Dept.:Kentucky Medicaid

Location:Louisville or Lexington, KY

Essential Functions:

  • Responsible for member retention, driving quality initiatives, innovation ideas and growth.
  • Provides strategic oversight and leadership for all member experience activities for all lines of business (Community Relations, Advocacy, Outreach, Retention) to drive better brand awareness and retention.
  • Provides guidance and direction to the market team to develop strong, strategic, mutually beneficial relationships with community sponsors and faith based network to support all government programs.
  • Develops and implements strategies aimed at the recruitment and retention of members i.e. School Based Clinical Initiatives; creative programs to assist with closing gaps.
  • Manages a team and ensures that appropriate training is provided and performance gaps are addressed.
  • Attends key sponsored events of the Plan and serves as a company liaison with local and statewide political leaders.
  • Partners with Quality to support Quality and HEDIS initiatives and focus on STARS improvement, money measures and improving EPSDT scores.
  • Leads partnerships between marketing and internal clients to identify business opportunities and issues, and develops and implements initiatives targeted at addressing these needs.
  • Oversees media opportunities and promotion of market successes.
  • Develops local community giving strategy (upon request and under the direction of market leader) which complements and is complemented by the corporate giving strategy.
  • Benchmark key metrics and direct the collection of data to demonstrate value: Choice Rates, Member Retention, ROI w/vendors.
  • Responsible for development and tracking of member retention activities and Value Added Benefits.
  • Aids Sales & Marketing process to drive growth by ensuring all activities are tied to key priorities of the Business Plan.
  • Ensures the activities of the department are in compliance with all applicable regulations and the terms of the state contract, and that all staff are trained and in compliance with these regulations.
  • Performs other duties as assigned.
Additional Responsibilities:

    Candidate Education:

    • Required Bachelor's Degree in a related field
    • Preferred Master's Degree in a related field
    Candidate Experience:
    • Required 7 years of experience in sales, marketing or community outreach role
    • Preferred 5 years of experience in HMO/Managed Health Care or Insurance
    • Required 5 years of management experience
    Candidate Skills:
    • Advanced Demonstrated interpersonal/verbal communication skills
    • Intermediate Ability to work within tight timeframes and meet strict deadlines
    • Advanced Ability to lead/manage others
    • Advanced Demonstrated analytical skills
    • Advanced Ability to influence internal and external constituents
    • Advanced Ability to represent the company with external constituents
    • Intermediate Ability to analyze information and convert related activities into a comprehensive work plan
    • Advanced Demonstrated problem solving skills
    • Advanced Demonstrated customer service skills
    • Advanced Ability to communicate and make recommendations to upper management
    • Intermediate Ability to drive multiple projects
    • Advanced Demonstrated time management and priority setting skills
      Technical Skills:
      • Required Intermediate Microsoft Outlook
      • Required Intermediate Microsoft Word
      • Required Intermediate Microsoft PowerPoint
      • Required Intermediate Microsoft Excel

      About us
      Headquartered in Tampa, Fla., WellCare Health Plans, Inc. (NYSE: WCG) focuses primarily on providing government-sponsored managed care services to families, children, seniors and individuals with complex medical needs primarily through Medicaid, Medicare Advantage and Medicare Prescription Drug Plans, as well as individuals in the Health Insurance Marketplace. WellCare serves approximately 5.5 million members nationwide as of September 30, 2018. WellCare is a Fortune 500 company that employs nearly 12,000 associates across the country and was ranked a "World's Most Admired Company" in 2018 by Fortune magazine. For more information about WellCare, please visit the company's website at www.wellcare.com. EOE: All qualified applicants shall receive consideration for employment without regard to race, color, religion, creed, age, sex, pregnancy, veteran status, marital status, sexual orientation, gender identity or expression, national origin, ancestry, disability, genetic information, childbirth or related medical condition or other legally protected basis protected by applicable federal or state law except where a bona fide occupational qualification applies. Comprehensive Health Management, Inc. is an equal opportunity employer, M/F/D/V/SO.

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