Director Healthcare Services Product Education & Member Experience
The Dir Product Education & Member Experience works closely with business development to evaluate product fit for customer demographic and strategically manages and maintains our in-house built AI engagement strategies
This position has direct supervisory responsibilities.
Essential Duties and Responsibilities:
Evaluate membership needs based on current population data ensuring a comprehensive understanding of the diverse needs and preferences of our members.
Partnering with Data Science and CLM leadership to identify primary and secondary audience segments to help prioritize outreach lead generation and reengagement.
Partnering with CLM leadership to develop messaging strategies to re-engage these audiences.
Product Alignment and Business Development:
Partner with business development teams to assess and determine if products in the pipeline align with the identified needs of our members.
Collaborate closely with cross-functional teams to ensure seamless integration and alignment of new products with member expectations.
Operational Implementation and Workflow:
Take ownership of the operational implementation and product workflow defining how services are offered to members and establishing optimal workflows for both members and agents.
Ensure a smooth efficient personalized and differentiated process that enhances the overall member experience.
AI Development to drive member engagement:
Act as the strategic and business owner of our Healthcare Services AI engagement tools overseeing its development deployment and ongoing optimization.
Leverage AI capabilities to enhance member engagement and streamline processes.
Partnering with our Consumer Experience and Lifecycle Marketing teams to design develop and test messaging and offer strategies to find most effective and efficient ways to leverage this emerging technology for our members with an emphasis on growing revenue.
Audience Targeting and Treatment Strategies:
Identify target audiences and develop effective treatment strategies to address their specific healthcare needs.
Collaborate with marketing and communication teams to tailor messaging and educational materials to diverse member segments.
Ongoing Engagement Strategy:
Develop and execute ongoing engagement strategies including scripting for member interactions to ensure sustained member satisfaction and
Continuously assess and refine engagement strategies based on feedback and performance metrics.
Consumer Lifecycle Product Monetization:
Coordinate closely with Customer Lifecycle Management (CLM) teams to ensure the ongoing non-call based monetization of healthcare products with a focus on growing the incremental revenue of these emerging channels (AI EM SMS etc.)
Implement strategies to drive revenue growth and meet associated revenue targets by channel.
Business Ownership of AI Analytics:
Act as the business owner of AI analytics for HCS partnering closely with CLM leadership leveraging data-driven insights to inform strategic decisions and enhance the overall effectiveness of healthcare services.
Collaborate with analytics teams to develop and implement robust reporting mechanisms.
Ownership of Next Best Action and total customer value scoring models - partnering with Data Science and CLM leadership
High attention to detail
Results oriented & focused
Articulate and well-spoken; strong interpersonal communication and presentation skills
Strong work ethic and self-motivated
Education and Experience:
Financial Responsibilities (Budget Revenue etc.)
This position has budget responsibility authority and/or level of control.
Work is performed indoors with potential for exposure to safety and health hazards related to office work. Could periodically travel to other office and operational sites. The noise level in the work environment is usually moderate.
Prolonged periods of sitting at a desk and working on a computer.
SelectQuote Core Values:
Service: We create positive customer experiences.
Entrepreneurship: We create innovate & take risks.
Leadership: We build & invest in high-performing teams.
Empowerment: We embrace a changing environment.
Courage: We challenge the status quo & drive continuous improvement.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required.