Member Experience Specialist

Member Experience Specialist *Hybrid*

Quality - Member Experience

MUST BE BILINGUAL

About the Role:

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.

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:

* BILINGUAL - Spanish and/or Mandarin/Chinese and/or Vietnamese
* Bachelor'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.
* Strong problem-solving skills.
* Detail-oriented with a focus on accuracy and completeness.
* Ability to work independently and collaboratively in a fast-paced environment.
* High level of empathy, patience, and professionalism.
* Proficiency in Microsoft Office Suite, data analysis tools/software, and CRM techniques.
* 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

You're great for the role if:

* Knowledge of ZOOM and EZ Cap software
* College course work in business, human services, communications or a related field

Who We Are:

Astrana Health (NASDAQ: ASTH) is a physician-centric, technology-powered healthcare management company. We are building and operating a novel, integrated, value-based healthcare delivery platform to empower our physicians to provide the highest quality of end-to-end care for their patients in a cost-effective manner. Our mission is to combine our clinical experience, best-in-class delivery network, and technological expertise to improve patient outcomes, increase access to healthcare, and make the US healthcare system more efficient.

Our platform currently empowers over 10,000 physicians to provide care for ~1 million patients nationwide. Our rapid growth and unique position at the intersection of all major healthcare stakeholders (payer, provider, and patient) gives us an unparalleled opportunity to combine clinical and technological expertise to improve patient outcomes, increase access to quality healthcare, and reduce the waste in the US healthcare system.

Our Values:

* Put Patients First
* Empower Entrepreneurial Provider and Care Teams
* Operate with Integrity & Excellence
* Be Innovative
* Work As One Team

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 first 2-4 weeks will be fully in-office for training purposes. The office is located at 1680 S Garfield Avenue, Alhambra, CA 91801
* The total compensation target pay range for this role is: $25.00-30.00 per hour. The salary range represents our national target range for this role.
* While performing the duties of this job, the employee is occasionally required to stand; walk; sit; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Astrana Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon 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 on the basis of qualifications, merit, and business need. If you require assistance in applying for open positions due to a disability, please email us at humanresourcesdept@astranahealth.com 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.

#LI-Hybrid