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The Consumer Experience Professional 2 ensures optimized interaction between a company and members. The Consumer Experience Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.
The Consumer Experience Professional 2 may leverage voice of the customer, root cause, telling the story, call listening, beneficiary/provider experience design and journey mapping, elimination and recognition of friction points, identifying automation/optimization opportunities, empower others in the organization to speak up and voice opportunities to improve the overall experience. Understands department, segment, and organizational strategy and operating objectives, including their linkages to related areas. Makes decisions regarding own work methods, occasionally in ambiguous situations, and requires minimal direction and receives guidance where needed. Follows established guidelines/procedures.
3+ years of consumer operations experience
Proficiency in all Microsoft Office Programs including Word, PowerPoint, and Excel
Ability to interpret assignments and understand department strategy
Excellent time management skills
Excellent communication skills (written and verbal)
Experience making decisions and working independently with little supervision
Successfully receive interim approval for government security clearance (eQIP - Electronic Questionnaire for Investigation Processing)
Our Department of Defense Contract requires U.S. citizenship for this position
Prior working experience with Journey mapping (Beneficiary or Provider related)
Extensive knowledge of or working experience with TRICARE policies and programs
Proficient with Microsoft Visio
Must be passionate about contributing to an organization focused on continuously improving consumer experiences
As part of our hiring process for this opportunity, we will be using an exciting interviewing technology called Modern Hire Text to enhance our hiring and decision-making ability. Modern Hire Text allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.
If you are selected for a first round interview, you will receive a correspondence inviting you to participate in a Modern Hire Text interview. In this interview, you review a set of interview questions over your phone and you will provide text responses to each question. You should anticipate this interview to take about 15 to 20 minutes. Your text message interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.
Scheduled Weekly Hours
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