Senior Manager, Consumer Engagement

Job description

- Oversee corporate and department projects, advocating for HMSA consumers while understanding corporate priorities. Lead project phases end-to-end and facilitate business decisions and technical solutions to meet milestones, resolve issues, minimize risks, and apply best practices. Manage a team that serves as the liaison to program offices and other HMSA business areas, contributing to and/or leading corporate priorities, supporting servicing workflows areas across HMSA, and leading projects ranging from small initiatives to large scale efforts. - Regularly engage HMSA Customer Relations and business areas to seek input on how to improve consumer experience as well as customers' information needs relative to health plan benefits, costs, health care providers and the quality of their care. Use feedback to ensure Voice of the Customer is incorporated into external communications and consumer experience strategies. Create and implement new ways to engage and connect with members, build relationships and seek their feedback using in-the-field research, online surveys, social media and other methods. - Oversee member-facing and member servicing tools such as the member portal, mobile...