At arenaflex, we're dedicated to delivering care, aided by technology to help millions of people live healthier lives. As a Senior Customer Experience Consultant, you'll play a vital role in improving health outcomes by connecting people with the care, pharmacy benefits, data, and resources they need to feel their best. Join our team and contribute to advancing health equity on a global scale.
**About arenaflex**
arenaflex is a global organization that's passionate about making a difference in the lives of our customers. We're guided by a culture of diversity and inclusion, and we're committed to creating a workplace where everyone feels valued and supported. Our comprehensive benefits package, career development opportunities, and talented peers make us an attractive choice for professionals who want to make a meaningful impact.
**Job Summary**
As a Senior Customer Experience Consultant, you'll be responsible for overall and market-level customer experience quality measures for arenaflex at Home. You'll collaborate with leadership and markets to support quality and process improvement activities, review performance, and assist in developing key strategy and initiatives for responsible regions. Your expertise will help drive customer experience improvement goals, and you'll play a key role in ensuring that our customers receive the highest level of care and service.
**Key Responsibilities**
* Assist the Customer Experience Lead in strategy and execution of customer experience improvement initiatives for arenaflex at Home population
* Coordinate, facilitate, and integrate OAH level strategy at market level
* Use data to tailor market-specific strategy and communicate market level needs to coordinate, facilitate, and integrate market level strategy with the overall OAH strategy
* Lead the coordination and completion of CE projects with cross-functional teams across clinical, care navigation, product, and stars market leadership teams to achieve CE improvement goals
* Provide expertise to the market on CE measures and tools that support collection of and communication about CE to the Optum at Home markets
* Work with analytic team to receive data/insight in a timely fashion, follow up with requests to assure timelines, QA data and or reports received, address discrepancies, and work collaboratively for resolution
* Develop and disseminate information/slides for each OAH market for CAHPS/HOS and other key meetings
* Participate in various teams, committees, and meetings at any level required to maintain business necessity
* Maintain CE program documents, reports, and meeting minutes and follows all internal privacy and confidentiality policies and procedures
**Required Qualifications**
* 5+ years of experience with CAHPS/HOS and quality measures
* 5+ years of experience leading or working in a health plan or Medicare healthcare provider
* Experience utilizing health care data
* Excellent presentation skills with solid communication capabilities and practices, both oral and written
* Experience using Microsoft Office applications, including creating and presenting PowerPoint decks to internal and external clients
* Excellent attention to detail and advanced critical thinking skills for complex problem solving
**Preferred Qualifications**
* Project management experience
**Work Environment and Culture**
As a remote employee, you'll have the flexibility to work from anywhere within the U.S. You'll be part of a dynamic team that's passionate about making a difference in the lives of our customers. Our culture is guided by diversity and inclusion, and we're committed to creating a workplace where everyone feels valued and supported.
**Compensation and Benefits**
The salary range for this role is $89,800 to $176,700 annually based on full-time employment. Pay is based on several factors, including local labor markets, education, work experience, certifications, etc. arenaflex complies with all minimum wage laws as applicable. In addition to your salary, you'll enjoy a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401k contribution (all benefits are subject to eligibility requirements).
**Application Instructions**
If you're passionate about making a difference in the lives of our customers and you're looking for a challenging and rewarding role, we encourage you to apply. Please submit your resume and a cover letter that highlights your experience and qualifications for this role. We look forward to hearing from you!
**Equal Employment Opportunity**
arenaflex is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
**Drug-Free Workplace**
arenaflex is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.