Vice President, Member Experience

What you can expect! 

Find joy in serving others with IEHP! We welcome you to join us in “healing and inspiring the human spirit” and to pivot from a “job” opportunity to an authentic experience!

Under the direction of the Chief Operating Officer, the Vice President of Member Experience is responsible for providing senior level leadership, guidance to the Member Services, Transportation Services, and Business Systems & Transformation Teams. The responsibilities include, but are not limited to, department level performance, program/project leadership and performance, and cross-functional projects and outcomes. Provides oversight over all aspects of the Member experience, strategy, and initiatives.  Creates and develops strategic alliances and relationships.  Serves as an internal advocate and the voice of the Member.  The Vice President of Member Experience has responsibility to plan, organize, lead, and coordinate the IEHP approach to achieve high performance in key service-related functions and programs from a Member perspective. 

The Vice President of Member Experience brings awareness to IEHP Executives and Departments on how their work impacts the Member and drive the strategy and execution of Member experience initiatives across the organization. This position is responsible for defining and executing complex, cross-functional solutions that focus on maximizing the Members’ experience by optimizing the Members’ abilities to navigate their benefits.  The Vice President, Member Experience will lead change within the organization, with a strong ability to prioritize and operationalize improvements. Develops and executes a robust Member Experience strategy to influence cultural change across the organization and to drive enhanced results.

Commitment to Quality: The IEHP Team is committed to incorporate IEHP’s Quality Program goals including, but not limited to, HEDIS, CAHPS, and NCQA Accreditation.

Perks

IEHP is not only committed to healing and inspiring the human spirit of our Members, but we also aim to match our team members with the same energy by providing prime benefits and more.

• Competitive salary.
• Hybrid schedule.
• State of the art fitness center on-site.
• Medical Insurance with Dental and Vision.
• Life, short-term, and long-term disability options
• Career advancement opportunities and professional development.
• Wellness programs that promote a healthy work-life balance.
• Flexible Spending Account – Health Care/Childcare
• CalPERS retirement
• 457(b) option with a contribution match
• Paid life insurance for employees
• Pet care insurance

1. Develop the vision, strategy, and capabilities to deliver best-in-class Member experiences throughout the organization for all products (Medi-Cal, Medicare, and Commercial) and interactions. Foster a service-oriented work environment with an emphasis on dedication to serving Members.
2. Provide direct leadership, oversight, and accountability for the effectiveness of the Member Services, Transportation Services, and Business Systems & Transformation teams through the development of an annual workplan that aligns with the organizational priorities which includes key infrastructure projects, training & development plans, and actions focused on continuous improvement of the team’s culture and engagement. 
3. Establish assessment processes and procedures for the departmental infrastructure and staffs to ensure quality of work meets expectations. Drive engagement within the Member Services, Transportation Services, and Business Systems & Transformation leaders to build strong and clear interrelationships to ensure successful operational performance resulting in high levels of Member satisfaction. 
4. Focus on optimizing the workflows of Member Services and Transportation Services departments by utilizing process automation and Conversational Artificial Intelligence.
5. Identify areas of improvement and leads projects and continuous improvement initiatives for the Member Services, Transportation Services, and Business Systems & Transformation teams.  Anticipates operational challenges and proactively identify and execute solutions to mitigate obstacles. 
6. Monitor performance, remove barriers, develop and implement strategies to enhance Member satisfaction in coordination with IEHP’s organization-wide operations, non-operations, and clinical teams.
7. Monitor developments on the federal and state level that may impact the Member Services, Transportation Services, and Business Systems & Transformation teams. Develop appropriate strategies as necessary and implements corrective actions as appropriate.
8. Ensure regulatory documentation prepared by the Member Services, Transportation Services, and Business Systems & Transformation teams is accurate and meets regulatory requirements.  Participates in audits and interacts with regulatory agencies as a credible, influential, and respected leader.  
9. Work closely with IEHP’s Vice President, Quality, Vice President, Health Services Clinical Integration & Operations, and Vice President, Provider Experience to prioritize efforts and launch improvement activities based on Member experience surveys (CAHPS), data, HEDIS, and real-time Voice of the Member feedback. 
10. Meet and communicate regularly with organization-wide operations, non-operations, and clinical leaders to evaluate existing programs, plan, and implement new programs that support identified Member needs.
11. Cultivate and maintain positive working relationships at all levels of the organization to ensure positive collaboration to identify, assess, and prioritize upstream and downstream impacts of Member initiatives throughout the organization.
12. Lead health plan activities to improve and ensure high performing service is available to IEHP Members.
13. Implement new ideas to improve processes, create efficiency through implementation of new technologies (including automation and leading edge AI solutions) or improving those already deployed, ultimately to produce high performing service and quality.
14. Identify gaps and systematic opportunities for improvement for the organization and defines and designs efforts that will improve the Member Experience focusing on using Lean principles to improve key operations and operational work systems, under the direction and guidance of the COO.
15. Focus on driving IEHP strategies and is directly responsible for leading critical programs and initiatives designed to move the organization’s strategic priorities forward.
16. Partner with Executive Leadership team and other key stakeholders to analyze, design, document, and communicate strategic opportunities for improving the Member experience, reducing Member call and grievance drivers, service design, and technology enablers such as omnichannel, Member portal, and Member self-service.
17. Leverage global and industry best practices and benchmarks to measure and improve Member Experience functions as well as the Member Experience itself.
18. Create a high performing workforce and fostering an environment that supports and promotes best in class performance and a culture that supports IEHP’s MVV.

Education & Requirements 

• A minimum of ten (10) years of experience in a leadership position within the health plan administration function
• Demonstrated experience in health plan operations, integrated health care delivery system
• Hands on experience implementing digital transformation projects involving user experience design, engagement, and development of member/provider portal self-service and Voice of the Member capabilities
• Master’s degree in a related field from an accredited institution required
  • In lieu of a Master's degree, a minimum of a Bachelor’s degree and four (4) years of additional relevant work experience is required for this position. This experience is in addition to the minimum years listed in the Experience Requirements above
  • In lieu of a Master's degree and a Bachelor's degree, a minimum of twelve (12) years of additional relevant work experience is required for this position. This experience is in addition to the minimum years listed in the Experience Requirements above.

Key Qualifications

• Managed care, government programs, or other product lines
• Healthcare, health plans and/or health plan accreditation principles and practices, in directing operations within the organization.
• Regulatory and compliance requirements related to Medi-Cal, Medicare of Commercial products, including but not limited to the California Knox-Keene Healthcare Service Plan Act and Regulations
• Demonstrated knowledge of health plan operations
• Strong experience in Customer Experience/Voice of the Member approaches, NPS scoring, and related technology
• A high level of diplomacy is necessary to anticipate, recognize and deal effectively with sensitive Member issues
• Strong leadership skills required including team development, mentoring, and coaching, and personnel management
• Strong interpersonal and relationship building skills; ability to develop strategic partnerships both internally and externally
• Strategic thinker with ability to translate complex operational challenges into practical action plans
• Ability to demonstrate emotional intelligence skills, thought leadership, and flexibility to handle uncertainties in a changing environment
• Excellent communication skills; verbal and written
• Strong organizational skills and attention to detail
• Work independently and collaboratively within a team environment to deliver results
• Manage multiple projects with competing deadlines and changing priorities with proven execution against aggressive objectives
• Partner with external stakeholders to execute goals and initiatives of the organization.
• Ability to drive alignment across executives and peers at all levels in the organization.
• Work in a complex, rapidly evolving environment which requires high-level initiative, and judgment necessary to bring resolution to sensitive issues
• Communicate effectively to a variety of audiences in small or large group settings

Start your journey towards a thriving future with IEHP and apply TODAY!

This position is on a hybrid work schedule. (Mon & Fri - remote, Tues - Thurs onsite in Rancho Cucamonga, CA.)