VP, Member Experience

Job description

Company: Highmark Inc. Job Description: JOB SUMMARY This role is accountable for orchestrating the strategic vision and operational excellence of member experience through effective service delivery and robust appeals & grievances management and the efficient deployment of service resources to consistently improve customer-impacting performance. The role champions transformational innovation, leverage strategic partnerships, and cultivate a high-performing workforce to ensure regulatory compliance, achieve market differentiation, and deliver sustained growth. ESSENTIAL RESPONSIBILITIES: - Provide executive oversight and strategic direction across critical operational functions, encompassing Enrollment & Billing, Member Engagement Centers, sophisticated Appeals & Grievances processes, and comprehensive Workforce Management, ensuring regulatory compliance and superior member experience. - Lead the strategic development and flawless execution of all member related operational initiatives, driving excellence in Quality, and operational analytics, across all relevant lines of business. This includes strategic enablement for Health Plan Operations (HPO) and supporting enterprise-wide tra...