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Description

The Assistant Director, Member Experience will work closely

with the Director of Medicare Product Development & Bids to develop, lead,

and execute the organization's member experience strategy across all Medicare

Advantage products. This role is critical to improving CMS Star Ratings by

enhancing member satisfaction, engagement, and retention throughout the entire

member journey.

You will:

+ Lead the development and execution of a comprehensive member experience strategy for Medicare Advantage products

+ Drive improvements in CMS Star Ratings through initiatives focused on member satisfaction, engagement, and loyalty

+ Partner cross-functionally to identify, analyze, and resolve root causes of member pain points and grievances

+ Ensure timely and effective resolution of member issues, with a focus on continuous improvement

+ Design and implement proactive, data-driven solutions to enhance the member experience

+ Leverage AI/ML capabilities, analytics, and industry best practices to improve member satisfaction and retention

+ Monitor performance metrics and translate insights into actionable improvements across the organization

Salary Range: $116,300 - $264,600/annually

Qualifications

We're seeking a talented leader with:

Required:

+ A Bachelor's degree in Health Administration, Business Administration, or related field and/or equivalent experience

+ Eight or more years of in-depth understanding of healthcare operations, member journey and experience, and CMS Star Ratings

+ Strong knowledge of healthcare and/or Medicare Advantage operations, including CMS Star Ratings measures and performance drivers

+ Proven analytical and problem-solving skills, with the ability to interpret complex data and translate it into actionable strategies

+ Excellent communication, facilitation, and presentation skills, with the ability to convey complex topics clearly

+ Strong project management and organizational skills; able to manage multiple priorities under tight deadlines

+ Demonstrated innovation mindset with the ability to design creative, practical solutions to improve member experience

+ Empathetic, member-centric perspective balanced with a strategic, data-informed approach

+ Deep understanding of grievance and appeals processes, with the ability to identify systemic issues and develop sustainable solutions

+ Passion for improving healthcare delivery and ensuring every member feels valued, supported, and heard

+ Communicates clearly and persuasively across diverse stakeholder groups, including executives and external partners

Preferred:

+ A Master's degree in Health Administration, Public Administration or Business Administration

+ Experience leveraging AI, predictive analytics, and automation to drive member engagement, satisfaction, and retention

+ Ability to lead cross-functional initiatives that drive measurable improvement in member satisfaction, retention and Stars performance

UCLA Health welcomes all individuals, without regard to race, sex, sexual orientation, gender identity, religion, national origin or disabilities, and we proudly look to each person’s unique achievements and experiences to further set us apart.