Consumer Insights Analyst

It’s an exciting time to join the WellSense Health Plan, a growing regional health insurance company with a 25-year history of providing health insurance that works for our members, no matter their circumstances.

Job Summary:

The Consumer Insights Analyst supports the Health Plans efforts to gain a deeper understanding of how our targeted populations, prospects and members think and feel about our brand, products and services. This position will work closely with the internal and external resources tasked with providing information in support of improving quality surveys, brand scores, member retention, competitive positioning and voice of customer. Works with internal colleagues and with external vendors to carry out the company’s research needs, analyze results and recommend subsequent strategies and interventions. The Analyst will also work closely with business partners that provide consumer research, integrated analytics, competitive information, and consumer panels and advisory boards. This position will maintain close relationships with the other insights related positions in the system including Health Plan provider analytics and system analytics, and will work cross functionally with the Clinical Quality, Operations Service and CX, Product, Marketing, and Sales teams to improve their ROI through enhanced understanding.

 Our Investment in You:

·       Full-time remote work

·       Competitive salaries

·       Excellent benefits

Key Functions/Responsibilities:

•         Conducts Consumer Research to inform the Plan on what drives prospect behavior.

•         Coordinates member advisory board for multiple product lines and shares insights with internal stakeholders.

•         Captures Voice of Customer information to improve positioning, acquisition, and experience.

·       Tests and refines ad concepts and marketing materials.

·       Evaluates critical member communications (quality mailers, upcoming pharmacy change, medication adherence, redetermination) that impact the member experience prior to distribution.

·       Tracks key demographics and attitudes over time.

•         Supports Quality Surveys to help quality and product team achieve top scores that drive millions of additional revenue. 

•         Finds Brand insights and tracking information to help Brand Management deliver on our brand principles. 

•         Assists team to:

·       Plan, design and manage research studies conducted by WellSense or by external vendors and serves as liaison with internal colleagues on these efforts

·       Work with internal colleagues and external vendors to analyze research findings and results, including integration of themes and findings from different studies and data sources

·       Develop recommendations with colleagues for actions to improve experience of external or internal customers and, by extension, WellSense performance on related measures

·       Conduct research related to health quality performance measurement protocols, particularly the Consumer Assessment of Healthcare Providers and Systems (CAHPS) portion of the Health Effectiveness Data Information Set (HEDIS)

·       Coordinate the implementation of process improvement initiatives in support of increased CAHPS measures

·       Maintain or improve WellSense accreditation and ranking by the National Committee for Quality Assurance (NCQA)  

Supervision Received:

•         While this position requires a good deal of self-direction, general supervision from supervisor and direction from cross-functional senior leaders received at least monthly.   

Qualifications:

Education Required: (Minimum Degree, or the equivalent combination of training and experience is necessary)

·         Bachelor of Arts/Science, preferably in business, marketing, research, or related field.

Experience Required: (Minimum years of experience in business, a specific field, or both)

·         0-2 years of experience coordinating and analyzing consumer information to produce insights that positively drive business results.

·         Experience in diverse areas of insights such as Research, Voice of Customer, Data Analytics, Competitive Intelligence and Health Plan satisfaction and quality surveys.

·         Successful experience working with a broad cross section of business professionals

Required Licensure, Certification or Conditions of Employment:

·         Successful completion of pre-employment background check

Competencies, Skills, and Attributes:

·         Quantitative and qualitative data analysis skills

·         Strong oral and written communication skills

·         Detail oriented, excellent research and data analytic interpretation skills. Curiosity/knowledge about what motivates human behavior, expertise in extracting related insights from research and applying them to interventions to reinforce or change behavior

·         Working knowledge of HEDIS/CAHPS/NCQA requirements and process preferred

Working Conditions and Physical Effort: (Note special physical or mental demands such as visual acuity, strength, standing, lifting, etc. or special  working conditions such as travel, Overtime, Shift requirements, 24x7 Accessibility, etc.  See examples)

• Work is normally performed remotely with occasional travel to Boston office for in-person meetings and strategy sessions.
• No or very limited physical effort required. No or very limited exposure to physical risk.  

About WellSense

WellSense Health Plan is a nonprofit health insurance company serving more than 740,000 members across Massachusetts and New Hampshire through Medicare, Individual and Family, and Medicaid plans. Founded in 1997, WellSense provides high-quality health plans and services that work for our members, no matter their circumstances.