Director, Customer Experience

Location

Reno, NV | United States

Job description

Responsibilities

Job Summary: Director of Customer Experience will play a critical role in driving positive member experiences, with a focus on improving our Consumer Assessment of Healthcare Providers and Systems (CAHPS) results, increasing member retention, and enhancing our Net Promoter Score (NPS). The ideal candidate will be a strategic leader and a constant advocate for our members, ensuring that their needs and experiences are at the forefront of our health plan operations.

Qualifications and Requirements:

• Bachelor’s degree in business administration, healthcare administration, or a related field. Master’s degree preferred.
• Minimum of 5 years of experience in customer experience, member engagement, or related roles within a healthcare or health plan setting.
• Strong analytical skills, with the ability to utilize data and insights to inform strategy.
• Excellent communication and interpersonal skills, with the ability to build relationships with stakeholders at all levels of the organization.
• Proven track record of driving improvements in CAHPS results, member retention, and Net Promoter Score.
• Deep understanding of the healthcare industry and the unique needs and challenges of health plan members.
• Strong leadership skills, with the ability to lead cross-functional teams and foster a culture of customer-centricity.
• Ideally, a background working in hospitality or other service-oriented industries, demonstrating a history of prioritizing customer experience.

EEO Statement

All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.

We believe that diversity and inclusion among our teammates is critical to our success.

Notice

At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skillset and experience with the best possible career path at UHS and our subsidiaries.  We take pride in creating a highly efficient and best in class candidate experience. During the recruitment process, no recruiter or employee will request financial or personal information (Social Security Number, credit card or bank information, etc.) from you via email. The recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc. If you are suspicious of a job posting or job-related email mentioning UHS or its subsidiaries, let us know by contacting us at: or 1-800-852-3449 .

Job tags

Salary