Program Specialist, Member Experience

4 days ago

Seattle, Washington, United States Community Health Plan of Washington Full time

The Program Specialist, Member Experience plays a vital role in coordinating the CHPW Member Advisory Council/Community Advisory Council (MAC/CAC) Program. This position works closely with the Supervisor and other department team members to ensure a robust and sustainable program.

The Program Specialist, Member Experience is the face of the MAC/CACs for members, internal staff, and community partners. They work closely with organizational project leaders, sponsors, and stakeholders to elevate the member voice in the design, delivery, and improvement of new and existing CHPW products, services, and improvement projects.

Key Responsibilities:

  • Work with internal staff to support project coordination of the Member Advisory Council/Community Advisory Council program.
  • Ensure that meetings are well planned and executed, members are well informed about the agenda topics, and outcomes are clearly communicated to all stakeholders.
  • Support MAC/CAC logistics, engagement, and reporting, including orienting new members, developing and refining materials; attending, facilitating, and/or notetaking during meetings; managing member compensation; drafting and distributing participant surveys; and drafting reports of findings and insights.
  • Manage and track communications related to the CHPW Member Advisory Councils/Community Advisory Councils (MAC/CACs), including direct member written and verbal communication, supporting the Supervisor, Member Experience with presentation development for internal stakeholders, and other communications as needed.
  • Triage issues identified while planning and communicating with members interested in the MAC/CACs and other projects and promptly reply to ensure members feel included, informed, and valued.
  • Assist the Senior Director, Quality and Population Health and the Supervisor, Member Experience, in executing the recruitment, retention, and communication strategies to ensure success in maintaining solid, high performing, and well-represented MAC/CACs.

At Community Health Plan of Washington, we're driven by our belief that everyone deserves access to quality health care. We're committed to keeping Washington families healthy, connecting our communities to the health resources they need, and providing access to high-quality care for our members.

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