Member Experience Specialist - Astrana Health : Job Details

Member Experience Specialist

Department: Quality - Member Experience

Employment Type: Full Time

Location: 1668 S. Garfield Ave. 2nd Floor, Alhambra, CA 91801

Compensation: $25.00 - $30.00 / hour

Description

The role of the Member Experience Team is to evaluate and enhance member contact experience with providers, specialists, and internal departments through outreach, analysis, and practice improvements. Support improved completion of HEDIS measures and patient health literacy leading to improved health outcomes and patient satisfaction. Enable a culture of service excellence while standardizing, monitoring, measuring and improving patient experience through all aspects of patient care encounters.

The Member Experience Specialist develops, implements and measures efficacy of patient experience improvement initiatives for multiple Medical Groups and all lines of business utilizing tools such as CAHPS (Consumer Assessment of Healthcare Providers and Systems), HOS (Health Outcomes Survey), PAS (Patient Assessment Survey) and other survey instruments to assess and improve the overall member experience. In addition, they will support strategic planning, data analysis, distribution of results to key stakeholders, and best practices for improvement. This position ensures measurable improvement in patient experience impacting Quality scores. The person in this position will work in a team-oriented environment and will be expected to support all areas of efforts.

Our Values:

* Put Patients First

* Empower Entrepreneurial Provider and Care Teams

* Operate with Integrity & Excellence

* Be Innovative

* Work As One Team

What You'll Do

* Works under the general supervision of the Manager.

* Collect, organize, and analyze member experience data from various sources, including CAHPS, HOS, PAS and other survey tools.

* Track and report on key metrics related to member satisfaction, access to care, and quality of service.

* Develop and implement strategies to enhance member engagement strategies and the overall member experience across all business entities of Astrana.

* Serve as a liaison between Medical Groups and internal stakeholders to facilitate communication and address member experience concerns.

* Collaborate with internal teams to identify areas for improvement based on member feedback and survey results.

* Stay up-to-date on industry trends and best practices related to member experience measurement and improvement.

* Assist in the development of training materials and resources to support staff in delivering high-quality, member-centered care.

* Communicate effectively with all individuals in a professional and respectful manner.

* Maintain accurate records of all tasks and outreach results.

* Maintain accurate knowledge of HEDIS/Star ratings, CMS regulations, Medicare and general population health guidelines specifically as they pertain to patient experience satisfaction.

* Maintain accurate knowledge of Member Experience Team programs.

* Support Member Experience Team activities including patient orientations, health education programs, and special events.

* Provide multi-lingual translation both written and oral, as needed for outreach and development of collateral.

* Maintain strictest confidentiality at all times.

* All other duties as assigned

Qualifications

Required:

* Minimum Associate's degree from an accredited institution

* 2 years related experience working in healthcare industry, patient experience measurement, or a related field

* Strong analytical skills with the ability to interpret and present data effectively.

* Excellent communication and interpersonal skills.

* Detail-oriented with a focus on accuracy and completeness.

* Ability to work independently and collaboratively in a fast-paced environment.

* Proficiency in Microsoft Office Suite and data analysis tools/software.

* Ability to effectively present information in one-on-one and/or small group situations to upper management, and other employees of the organization

* Must have ability to plan, prioritize, and complete tasks accurately and efficiently both independently and in a team environment

* Working experience of Microsoft Office including Word, Excel and Publisher

* Excellent phone etiquette, strong communication and customer service skills, and respect for confidentiality

* Must demonstrate tact and diplomacy in interpersonal interactions and be able to project a professional, pleasant image while interacting with a variety of personalities and cultures

* Ability to effectively present information in one-on-one and/or small group situations to upper management, and other employees of the organization

Preferred:

* Bilingual - able to read, write and speak Vietnamese, Mandarin, Cantonese and/or Spanish to communicate with the patient community and gather needed information

* Knowledge of ZOOM and EZ Cap software

* College course work in business, human services, or a related field

* Background or experience with data analytics

Environmental Job Requirements and Working Conditions

* Our organization follows a hybrid work structure where the expectation is to work both in office and at home on a weekly basis. The office location is 1668 S. Garfield Ave. 2nd Floor, Alhambra, CA 91801.

* The total pay range for this role is: $25- $30 per hour. This salary range represents our national target range for this role.

Astrana Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided based on qualifications, merit, and business need. If you require assistance in applying for open positions due to a disability, please email us at [email protected] to request an accommodation.

Additional Information:

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.