Consumer Experience Consultant (Health Alliance Plan) - Full Time - Days
.EDUCATION/EXPERIENCE REQUIRED:
• Bachelor’s degree in Business Administration, Marketing, Advertising, Health Sciences or related field.
• Master’s degree in Business Administration, Health Care Administration or related field, preferred.
• Three (3) years of experience working in a health care environment, preferred.
• Three (3) years of experience in a customer experience/service role.
• Two (2) years of experience managing large scale cross functional projects, preferably in a healthcare environment.
• Proven experience developing business cases for high-impact programs and projects.
• Proven experience developing, leading/facilitating experience initiatives, strategic plans and teams, including those comprised of executives and senior leadership.
• Demonstrated experience determining key reactive and predictive measures and targets for the consumer experience.
• Track record of improving consumer experience and loyalty through process improvement and change management.
• Extensive experience in gathering and interpreting consumer experience information.
• Solid knowledge of online customer engagement platforms and channels.
• Proficiency in MS Office, as well as CX and CRM software, such as Qualtrix and MIRO.
• Exceptional interpersonal skills and a client-centered approach.
• Great organizational and time management abilities.
• Superb communication, collaboration, and problem-solving skills.
• Strong track record of successfully changing the culture and focus of an organization.
• Experience translating the vision/mission of the organization into actionable, quantitative plans, holding people accountable for agreed-to results.
• Strong supporter of working with peers and other company advocates ensuring buy in and change occurs.
CERTIFICATIONS/LICENSURES REQUIRED:
Must meet or exceed core customer service responsibilities, standards and behaviors as outlined in the HFHS’ Customer Service Policy and summarized below:
- Communication
- Ownership
- Understanding
- Motivation
- Sensitivity
- Excellence
- Teamwork
- Respect
Must practice the customer skills as provided through on-going training and in-services. Must possess the following personal qualities:
- Be self-directed
- Be flexible and committed to the team concept
- Demonstrate teamwork, initiative and willingness to learn
- Be open to new learning experiences
- Accepts and respects diversity without judgment
- Demonstrates customer service values
PHYSICAL DEMANDS/WORKING CONDITIONS:
Normal office environment with minimal exposure to noise, dust, or extreme temperatures.
Overview
HAP is a Michigan-based, nonprofit health plan that provides health coverage to individuals, Â Â Â Â Â companies and organizations. A subsidiary of Henry Ford Health System, we partner with doctors, employers and community groups to enhance the overall health and well-being of the lives we touch. With more than 1,100 dedicated and passionate employees, our goal is to make health care easy for our members.
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Under the leadership of President and CEO Robert G. Riney, Henry Ford Health is a
$6 billion integrated health system comprised of six hospitals, a health plan, and 250+ sites
including medical centers, walk-in and urgent care clinics, pharmacy, eye care facilities and
other healthcare retail. Established in 1915 by auto industry pioneer Henry Ford, the health system
now has 32,000 employees and remains home to the 1,900-member Henry Ford Medical Group, one
of the nation’s oldest physician groups. An additional 2,200 physicians are also affiliated with the
health system through the Henry Ford Physician Network. Henry Ford is also one of the region’s Â
major academic medical centers, receiving between $90-$100 million in annual research funding and
remaining Michigan’s fourth largest NIH-funded institution. Also an active participant in medical
education and training, the health system has trained nearly 40% of physicians currently practicing
in the state and also provides education and training for other health professionals including nurses,
pharmacists, radiology and respiratory technicians. visit HenryFord.com.
Benefits
Whether it's offering a new medical option, helping you make healthier lifestyle choices or
making the employee enrollment selection experience easier, it's all about choice. Â Henry
Ford Health System has a new approach for its employee benefits program - My Choice
Rewards. Â My Choice Rewards is a program as diverse as the people it serves. Â There are
dozens of options for all of our employees including compensation, benefits, work/life balance
and learning - options that enhance your career and add value to your personal life. Â As an
employee you are provided access to Retirement Programs, an Employee Assistance Program
(Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness
and access to day care services at Bright Horizons Midtown Detroit, and a whole host of other
benefits and services. Employee's classified as contingent status are not eligible for benefits
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System is
committed to the hiring, advancement and fair treatment of all individuals without regard to
race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,
weight, marital status, family status, gender identity, sexual orientation, and genetic information,
or any other protected status in accordance with applicable federal and state laws.