Customer Journey Manager

2 weeks ago

New York, United States MJHS Full time

MJHS is a large not-for-profit health system in the Greater New York area. Our range of health services include home care, hospice and palliative care for adults and children, rehabilitation and nursing care at Menorah and Isabella Centers, and the research based MJHS Institute for Innovation and Palliative Care. We also offer Elderplan/HomeFirst: health plans for Medicare and dual-eligible individuals. As a not-for-profit organization, many of our programs and services are made possible through the generosity of grateful families, corporate donors and grants, as well as our own employees.

At MJHS, quality care is our mission. We are committed to creating a workforce as diverse as our community. We have a great culture; we offer great benefits that include a work/life balance, competitive rates and field, hybrid, and remote schedules.

MJHS attracts individuals who see their work as a calling as well as a job. Professionals in every job category have stated that they appreciate being left to make their own decisions, are encouraged to voice their opinions, and are given the necessary breathing room to do their work with mínimal supervision. Yet, at the same time, they feel that management and their co-workers are solidly behind them and readily accessible.

Our Corporate team may not provide direct care, but we still touch people's lives in a very real and substantial way. The services we provide contribute greatly to the overall patient and member experience, supporting our reputation for excellence.
- The challenges of affordable healthcare continue to create new opportunities; therefore, this position will enable the Customer Journey Manager to work across the MJHS health system to support the organization’s efforts to meet the needs and expectations of patients and health plan members through journey mapping development, analytics, and traditional project management support aligned with the CEO’s agenda
- Youl will design Journey Maps for a large line of business or several small lines of business
- Youl will attend validation and ideation sessions with key stakeholders
- Yuu will gather inputs and organize outputs from journey mapping design, validation and ideation processes
- You will help propose, establish and track Key Performance Indicators (KPIs)
- You will provide oversight to key CX initiatives using standard project management methodologies
- You will oversee the administration and analysis of surveys that gather additional insights into the Customer Experience
- You will manages performance of direct and indirect reports, provide orientation, coaching, training and development and take corrective action when necessary
- You will utilize corporate services resources such as Human Resources, Compliance, Legal, Finance, Information Services, Marketing, etc., as appropriate
- You will ensures appropriate staffing and resources to support department/agency services and monitors productivity throughout the year and participates in annual budget preparation
- You will interview and participate in the selection process for qualified staff in collaboration with Human Resources and department management
- BA / BS and/or equivalent relevant experience5-10 years financial data handling and analysis and experience required.
- Proven track record driving positive change in a complex environment
- Understands and can teach CX methods and tools (e.g. NPS, CES, closed-loop systems, mapping)
- An understanding of supported products or infrastructure, how they work, and how they are used by customers.
- Experience facilitating cross-functional team discussions, including well-developed negotiation skills and providing direction while not having direct authority.
- CXPA or PMP preferred
- Knowledge of SuiteCX or mapping software preferred
- Knowledge of Press Ganey or survey development software preferred

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