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Corporate Functions & Operations WellCare - Operations Leadership Careers

Member Experience - Senior Director Job

Full Job Title: Senior Director Member Experience

Job Number: 1705891

Location: Atlanta, GA

Date Posted: 12-13-2017


DEPARTMENT: Executive-Administration

REPORTING TO: State President, GA

Market-wide responsibility for the creation and execution of strategies relating to membership growth and retention, brand recognition, member outreach and community relations for the Medicare and Medicaid products. In accordance with the prescribed rules of the Medicaid contract, develops and implements a 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.

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 of staff and monitors and facilitates that appropriate training 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 & HEDIS initiatives, focus on STARS improvement, Money Measures, Improving EPSDT scores.
  • Leads partnerships between marketing and internal clients to identify business opportunities and issues, and crafts, develops and works to implement initiatives targeted at addressing these needs.
  • 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 compliance with these regulations.
  • Performs other duties as assigned.
Additional Responsibilities:Candidate Education:
  • Required A Bachelor's Degree in a related field
Candidate Experience:
  • Required 10 years of experience in a sales or marketing outreach type role preferrable in an HMO/managed health care or insurance industry
  • Preferred 10 years of experience in
  • 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
  • Intermediate Ability to analyze information and convert related activities into a comprehensive work plan
Licenses and Certifications:
A license in one of the following is required:
Technical Skills:
  • Required Intermediate Microsoft Excel
  • Required Intermediate Microsoft Word
  • Required Intermediate Microsoft PowerPoint
  • Required Intermediate Microsoft Outlook
  • Required English
  • Preferred Spanish


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Last Updated On: 12/9/2015