Description
UCLA HEALTH
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Description
The Senior Program Manager of Member Experience partners
closely with the Director of Medicare Product Development & Bids to shape
and lead the member experience strategy across all Medicare Advantage products.
This role focuses on making sure members feel supported at every step of their
journey, helping improve satisfaction, engagement, and long-term loyalty, while
also strengthening CMS Star Ratings performance.
Working across teams, the Senior Program Manager identifies
and addresses the root causes of member concerns to ensure issues are resolved
quickly and effectively. They also lead proactive improvements, using AI/ML
tools and industry best practices to create a smoother, more positive
experience for every member.
Salary Range: $105,700-$234,700/annually
Qualifications
We are seeking a strategic, member-focused professional
with:
Required:
- A Bachelor’s degree in Healthcare Administration,
Business Administration or related field and/or equivalent experience - 8 or more years of progressively responsible
experience in Medicare Advantage member experience, quality improvement, or
health plan operations, including direct work with CAHPS, Star Ratings,
grievances/appeals, or member engagement/retention initiatives - Ability to lead initiatives across multiple
business units and influence without authority - Experience in managing large-scale,
multi-stakeholder projects to successful completion - Proficient in analyzing complex data sets and
convert insights into actionable strategies that improve satisfaction and
retention - Strong project management ability to lead
multi-stakeholder initiatives and deliver results within established timelines - Excellent communication and facilitation skills,
able to present complex concepts clearly to executives and cross-functional
teams - Ability to design, implement, and evaluate
member engagement, onboarding, and retention programs - Strong problem-solving abilities to identify root
causes of member pain points and develop sustainable solutions - Ability to influence without formal authority
and drive alignment across diverse business units - Skill in developing and maintaining
member-facing forums such as Member Advisory Councils to capture insights and
guide improvements - Ability to apply industry best practices and
innovation mindset to enhance digital and non-digital member experience touchpoints - Strong organizational skills to manage competing
priorities and adapt to evolving regulatory and operational needs - Commitment to a member-centered approach,
ensuring decisions reflect empathy, accessibility, and service excellence
Preferred:
- A Master’s degree in Healthcare Administration,
Public Administration, or Business Administration - Experience using data or digital tools to
improve member engagement and predict churn or dissatisfaction - Skill in leveraging AI, predictive analytics,
and digital tools to identify at-risk members and guide targeted interventions