Member Experience Analyst – Remote Job Vacancy in PREMISE HEALTH Phoenix, AZ – Latest Jobs in Phoenix, AZ – updated today

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Company Name : PREMISE HEALTH
Location : Phoenix, AZ
Position : Member Experience Analyst – Remote

Job Description : Healthcare Without Rival
Premise Health is the world’s leading direct healthcare provider and one of the largest digital providers in the country, serving over 11 million eligible lives across more than 2,500 of the largest commercial and municipal employers in the U.S. Premise partners with its clients to offer fully connected care – in-person and in the digital environment. It operates more than 800 onsite and nearsite wellness centers in 45 states and Guam, delivering care through the Digital Wellness Center and onsite, nearsite, mobile, and event solutions. Premise delivers value by simplifying complexity and breaking down barriers to give diverse member populations access to convenient, integrated, high-quality care. We offer more than 30 products, delivering the breadth and depth of care required to serve organizations’ total populations. The result is healthcare that meets the needs of members and their families, helping them live healthier while lowering costs for organizations. Premise offers a wide range of dynamic, purpose-driven career opportunities. We are currently looking for a Member Experience Analyst to join our team remotely.
About the role:
Member experience is the sum of all interactions, shaped by an organization’s culture, that influence member perceptions across the continuum of care. Member experience is an important component of health care quality and includes several aspects of health care delivery that members value highly when they seek and receive care, such as getting timely appointments, easy access to information, and good communication with health care providers. Understanding and improving the member experience is a key step in moving toward member-centered care. As the Member Experience Analyst, you will play an integral part in the Member Experience team and will work closely with the Director to enable the execution of the Member Experience strategic roadmap designed to achieve organizational goals as directed by the COO, SVP, VP, AVP and/or Director of Operations. The Analyst contributes to the design, implementation and sustainability of various member experience programs and initiatives that improve overall member experience and Premise Health’s culture of service which is rooted in the pillars of the ART of Quality and excellent customer service and creates the conditions for all member experiences to embody the values of Premise Health.

MEASURES OF SUCCESS

Member Satisfaction
Primary Care Visits
Health Center Utilization
Client Growth

Job Requirements:

Supports the implementation, execution and sustainability of Member Experience strategic operations initiatives to build and execute on a comprehensive set of integrated strategies and programs that will achieve organizational goals and produce positive, measurable results in member satisfaction, utilization and client growth as directed by the COO, SVP, VP, AVP and/or Director of Operations.
Works collaboratively and effectively with corporate and field stakeholders including Operations, Medical Operations, Marketing, Communications, IT, HR, Reporting, Finance, and others to understand challenges, needs, constraints, workflows, and business practices to determine/create options to drive strategic and relevant outcomes and improve overall quality of the member experience.
Serves as a key liaison between cross functional leaders to facilitate task forces, councils and other meetings as needed to support the organization, deployment, and operations of a Member Experience organization.
Coordinates development of workflows and processes as needed to standardize, implement and validate member experience best practices to ensure consistency and sustainability across the organization, in collaboration with Operations, Medical Operations, and stakeholder leadership.
Undertakes special projects to accelerate improvement in member satisfaction and member experience, such as resolution of patient workqueues, standardization of eligibility logic process, etc.
Performs enterprise-level analysis of member satisfaction survey data and provides enterprise analysis and regional reports regarding Member Experience initiatives to Operations and Medical Operations leaders.
Researches, identifies and analyzes roadblocks hindering progress. Connects program efforts to changes in member engagement and experience metrics.
Proactively analyzes and interprets organizational, vendor, and online review data sets to identify trends, changes, and areas of opportunity.
Develops executive-level presentations on assigned programs and initiatives.
Builds concise business cases and/or competitive analyses to inform Member Experience enterprise priorities.
Supports the ongoing execution and development of The ART of Quality Service, Premise Health’s member experience program.
Updates ART standards, tools, resources and training materials based on identified enhancements, revisions and additions to the enterprise program.
Writes content for ART and Member Experience publications to promote success stores, share best practices and highlight available tools across the organization.
Coordinates updates to the ME guide and action planning tool with input from subject matter experts and product owners.
Assists Operations site leaders with development of engagement action plans and with resolution of technical issues/questions related to the site engagement action plan platform.
Maintains team SharePoint sites, including ART and Ops Member Engagement.

Education:

Bachelor’s degree required; preferred degree in a relevant field (business, healthcare, etc.)
MBA preferred

Experience:

2-5 years of experience in a business environment or related industry (healthcare, strategy, etc.)
Healthcare industry experience preferred
Experience with survey processes, member feedback processes, and working with vendors preferred

Knowledge and Skills:

Analytical and strategic mindset with adaptability in a rapidly changing environment, maintaining high standards of self-performance and accountability
Strong interpersonal skills and ability to partner with cross-functional teams
Passionate about improving the members’ experience of care
Service-orientated and customer-oriented with ability to build trust, establish respect and maintain long-term relationships
Friendly, approachable, professional demeanor with energy and enthusiasm
Communicates effectively with others, respects diverse opinions and styles, and acknowledges the assistance and contributions of others
Creative problem solver with reasoning ability and good independent judgment
Meets deadlines by assessing work activities and allocating resources appropriately
Understands software and technology applications, operations research, statistical analyses
Excellent written, verbal and presentation skills with ability to communicate complex information in a way people understand, verbally and visually
Superior organizational skills and passion for attention to detail
Ability to work both independently and as a team member
Excellent time management skills to function in a fast-paced environment
Keeps up to date on the trends and relevant news in the healthcare environment
Demonstrated adaptability and ability to manage change
Proficient in Microsoft Office (Word, Excel, and PowerPoint)

Work-life balance is at the foundation of how decisions are made and where Premise is headed. We can only help people get, stay, and be well if we do the same for ourselves. In addition to competitive pay, Premise offers benefits packages including medical, dental, vision, life insurance, 401(k), paid holidays and vacation time, a company-sponsored wellness program, and much more our talent acquisition team will be happy to share with you.
Premise Health is an equal opportunity employer; we value inclusion, and we do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
For individuals living in Colorado only, Premise Health is required to include an estimate of the salary and benefits for this role. While a number of factors influence salary, our estimated Colorado compensation is $60,000 – $70,000. Please note, this is a general guideline and your experience qualifications, geographic location, and other factors will be taken into consideration. For more information regarding the benefits we offer, please visit our career site, jobs.premisehealth.com/benefits.
To support Premise Health’s commitment to the safety, health and wellbeing of our team members, clients and patients, we are requiring all new team members to be fully vaccinated with a COVID-19 vaccine*, except where a reasonable medical or religious accommodation can be granted. Should you be offered and accept a position with Premise Health, you will be required to provide your proof of vaccination in the form of your CDC vaccination card as part of the pre-employment onboarding process.

As permitted by applicable law.

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