Customer Experience Communications Specialist - 015244

Summary:

The Customer Experience (CX) team is charged with using industry knowledge, communication expertise and human-centered design to implement communication and engagement strategies that contribute to the mission to "help people in our communities live healthier and more secure lives through access to high quality, affordable health care".

We're looking for people who value anticipating and meeting people's needs through clear, informative and helpful communications to join our growing team! The Customer Experience Communications Specialist role is a detail-oriented, problem-solving position rooted in empathy, collaboration, communication and change management.

This position influences and manages member communication and engagement strategies across all lines of business by studying all engagements from a high level and identifying gaps or new opportunities for enhancements. At a tactical level, this also includes reviewing, editing and writing communications, in addition to improving processes that affect communication deliverable channels and audience segmentation. It also advocates for communication and process improvements based on member insights throughout the organization in order to heighten awareness of the importance of the customer experience through all lines of business and facilitate practical change from the member perspective.

Due to the nature of this role, incumbents must be vaccinated for Covid-19.

Essential Responsibilities/Accountabilities:
• Reviews written communications and provides recommendations on language and tone revisions to make the communications easier to understand for all lines of business.
• Participates in the identification and prioritization of member insight across customer journeys for all lines of business. Act as subject matter expert for this member insight feedback in cross-functional projects about new and existing customer communication, outreach & engagement needs.
• Serves as a subject matter expert on CX best practices, with an emphasis on written communication and engagement through operational touchpoints and use this expertise to define and share best practices across the enterprise.
• Collaborates in the process that defines the soft and hard metrics of the CX team (i.e. KPIs and ROIs) and help evaluate the CX return on investment and impact across the enterprise.
• Participates in CX outreach events such as webinars, in-person events and/or written communications that help members feel comfortable using their benefits or show appreciation for their enrollment.
• Conducts face-to-face and/or virtual outreach with health plan customers to obtain feedback and assist with various needs, including proactively connecting members to other resources within the health plan (i.e. enrollment, renewals, customer care, care management, pharmacy, etc.), when the opportunity presents itself within the conversation.
• Maintains a holistic understanding of the end-to-end customer experience across all lines of business. Obtain and maintain a NY Accident Health Insurance Agent/Broker License in order to assist with escalations and service needs and have the necessary industry knowledge to comprehend and simplify communications for members.
• Supports other business units' specific retention strategics or other written customer service escalation needs on a short-term basis.
• Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies' mission and values, adhering to the Corporate Code of Conduct and leading to the Lifetime Way values and beliefs.
• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
• Regular and reliable attendance is expected and required.
• Performs other functions as assigned by management.

Minimum Qualifications:
• Bachelor's degree in Business Administration, Communication, Marketing, Analytics or related field. In lieu of a degree, six (6) years of customer experience or related experience required.
• Familiarity with health care products and industry preferred.
• NY Accident Health Insurance Agent/Broker license required within one year from date of hire.
• Call center experience in a health care/insurance organization highly desirable.
• Ability to manage multiple initiatives and competing priorities.
• Experience interpreting data and using data to inform process recommendations preferred.
• Due to the nature of this role, incumbents must be vaccinated for Covid-19.

Physical Requirements:
• Must be able to travel across the enterprise.
• Ability to work in a home office for continuous periods of time for business continuity.

The Lifetime Healthcare Companies aims to attract the best talent from diverse socioeconomic, cultural, and experiential backgrounds, to diversify our workforce and best reflect the communities we serve.

Our mission is to foster an environment where diversity and inclusion are explicitly recognized as fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation which enables us to provide leading-edge healthcare insurance and services. With that mission in mind, we recruit the best candidates from all communities, to diversify and strengthen our workforce.

OUR COMPANY CULTURE:

Employees are united by our Lifetime Way Values & Behaviors that include compassion, pride, excellence, innovation and having fun! We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and by offering competitive compensation and benefits.

In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.

Equal Opportunity Employer

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)