Job Description

The Experience Associate Program Manager plays a vital role in optimizing our Experience program by managing daily operations, analyzing customer feedback, developing resources, and supporting strategic initiatives. This role will streamline processes, enhance reporting and analysis, and will be a key contributor to improving the overall customer and employee experience. Identifies risk-based/alternative reimbursement program initiatives. Implements program design plans requiring assessment, research and analysis. Coordinates implementation of risk-based program plans and evaluates outcomes.

Job Responsibility

•    Manage daily ticket analysis, review alerts, process VoC shoutouts/feedback, and handle other operational tasks to ensure smooth program execution.
•    Systematically review all customer feedback (positive, negative, and neutral) to identify trends, extract actionable insights, and generate reports to inform decision-making and program improvements.
•    Enhance existing resources and develop new resources (e.g., reports, presentations, training materials) to support effective monitoring, analysis, and communication of program performance.
•    Maintain and update internal content related to the Experience program. Assist with developing new content for training, communication, and reporting purposes. 
•    Maintain an inventory and track all patient-facing financial health communications, including billing statements, letters, digital FAQs, and online content.
•    Coordinate logistics and planning with vendor partners related to patient-facing communications and other program initiatives.
•    Identify opportunities to streamline processes and improve efficiency within the Experience program.
•    Collaborate effectively with cross-functional teams, including Experience, Training, Quality Assurance, and Operations, to ensure alignment and effective program implementation.
•    Assists in preparing program assessment, analysis, and strategy recommendations; interfaces with management to collect statistical, utilization, financial, quality and risk performance data for analysis. 
•    Evaluates analyses and identifies high risk populations and makes strategic program recommendations; conducts research; identifies industry standards and new innovative practices for analysis. 
•    Exhibit a passion for customer experience.
•    Assist with special projects related to the Experience program.
•    Participate in team meetings and contribute to program discussions.
•    Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related, are not essential functions. 
 

Job Qualification

• Bachelor's Degree required, or equivalent combination of education and related experience.
• 0-1 years of relevant experience, required.

Preferred Skills:

•    Proficient in Microsoft Office Suite (Excel, PowerPoint, Word) and experience with data analysis tools or CRM software is a plus.
•    Avaya WFO/QM experience preferred.
•    Reporting capabilities required.
•    Strong analytical skills to review data, identify trends, and draw actionable insights from customer feedback and program performance data.
•    Ability to work effectively with management and part of a team to meet targets.
•    Meticulous attention to detail to ensure accuracy in data analysis, reporting, and content management.
•    A strong customer-centric approach with a passion for delivering exceptional experiences.
•    Experience creating, editing, and maintaining content for various audiences and platforms.
•    Excellent verbal, written, and interpersonal communication skills.
•    Effective organizational, multi-tasking, and prioritizing skills.
•    Ability to handle information professionally and confidentially.
•    Ability to articulate complex concepts in a clear manner.
•    Ability to follow policies, procedures, and regulations.
•    Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment.

 

*Additional Salary Detail 
The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).