Director, Member Satisfaction

About SCAN
SCAN Group is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. SCAN Group is the sole corporate member of SCAN Health Plan, one of the nation's leading not-for-profit Medicare Advantage plans, serving more than 270,000 members in California, Arizona, and Nevada. SCAN has been a mission-driven organization dedicated to keeping seniors healthy and independent for more than 40 years and is known throughout the healthcare industry and nationally as a leading expert in senior healthcare. SCAN employees are a group of talented, passionate professionals who are committed to supporting older adults on their aging journey, while also innovating healthcare for seniors everywhere. Employees are provided in-depth training and access to state-of-the-art tools necessary to do their jobs, as well as development and growth opportunities. SCAN takes great pride in recognizing our team members as experts in their fields and rewarding them for their efforts. If you are interested in becoming part of an organization that is innovating senior healthcare visit www.thescangroup.org, www.scanhealthplan.com, or follow us on LinkedIn, Facebook, and Twitter.
The Job
Responsible for implementing Member Satisfaction (MSAT) strategy to execution in collaboration with internal business stakeholders within the Health Plan and with external stakeholders and provider groups. Define and consolidate MSAT strategy and drive cross-functional execution. Facilitate identification of insights, solution design and implementation with a primary focused on improving access to care.
You Will

• Lead the development and execution of Member Satisfaction (MSAT) programs and services in collaboration with internal stakeholders and external provider groups.
• Drive the execution, monitoring, and iteration of our access to care strategy, encompassing internal strategy, vendor management, and provider group-facing strategy.
• Coordinate our practice change management strategy in conjunction with our provider relations team.
• Analyze and maintain a pulse on the member experience using our provider group survey data, clinical grievances data and voice of customer data and use this to generate targeted, actionable plans for improving member experience.
• Develop and maintain relationships with provider groups to enable targeted practice-level quality improvement efforts and to enable escalation of issues.
• Collaborate with cross-functional teams and partner with project management to create action plans for implementing recommendations.
• Develop and track KPIs for success and develop mitigation plans for risks and constraints facing the team.
• Foster positive working relationships with internal and external stakeholders to drive seamless implementation.
• Collaborate with senior leadership to align on MSAT interventions to inform cross-functional decision making with member experience in mind.
• Maintain professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Actively support the achievement of SCAN's Vision and Goals.
• Other duties as assigned

Your Qualifications

• Bachelor of Science in Psychology, Human Centered Design, Social Sciences, Health Sciences, Business is preferred
• 8+ years of professional experience.
• 8+ years of healthcare experience.
• User Experience Design experience, preferred.
• Consulting experience, preferred
• Very proficient with Visio and Workflow Diagrams to communicate current state and future state
• Background in Psychology, Behavioral Science, Cognitive Science is highly preferred
• Strong understanding of Project Management discipline.
• Excellent presentation skills with ability to communicate a visual story
• Ability to communicate difficult/sensitive information tactfully.
• Ability to facilitate effective cross functional team interaction.
• Strong experience in writing business and functional requirements and facilitating workshop sessions to gather requirements

What's in it for you?

• Base Salary Range: $125,400to $200,600annually
• An annual employee bonus program
• Robust Wellness Program
• Generous paid-time-off (PTO)
• Ten paid holidays per year, plus 1 additional floating holiday
• Excellent 401(k) Retirement Saving Plan with employer match
• Robust employee recognition program
• Tuition reimbursement
• An opportunity to become part of a team that makes a difference to our members and our community every day!

We're always looking for talented people to join our team! Qualified applicants are encouraged to apply now!
At SCAN we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.
SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status or any other status protected by law. A background check is required.
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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)