Blue Shield of California

The Blue Shield of California Growth and Servicing analytics organization is part of the centralized Data and Analytics organization and oversees Channel Analytics including Digital, Marketing, Claims, Appeals, Grievances, Disputes, Customer Experience and Line of Business.. This role Senior Manager Survey Analytics would report to the Senior Director of Growth and Servicing Analytics and would be responsible for supporting analytics tied to internal and external surveys including but not limited to Net Promoter Score, Digital Satisfaction, Phone Satisfaction, Interactive Response Satisfaction, CMS, and Forrester.. Analytics are key to helping business partners operationalize feedback in the form of measurable initiatives that improve experience, reduce cost of healthcare, reduce OPEX, grow loyalty faster and improve BSC's Medicare Stars ratings and Blue Shield Association Member Touchpoint Measures results.. In this role, you will:Influence survey questionnaire designEnsure vendor requirements are satisfied and sampling meets BSC standards.. Our continued commitment to diversity, equity, and inclusion upholds our values and advances our goal of creating a healthcare system that is worthy of our family and friends while addressing health disparities, promoting social justice, and integrating health equity through our products, business practices, and presence as a corporate citizen.

senior manager

Job Description Your Role The Blue Shield of California Growth and Servicing analytics organization is part of the centralized Data and Analytics organization and oversees Channel Analytics including Digital, Marketing, Claims, Appeals, Grievances, Disputes, Customer Experience and Line of Business. This role Senior Manager Survey Analytics would report to the Senior Director of Growth and Servicing Analytics and would be responsible for supporting analytics tied to internal and external surveys including but not limited to Net Promoter Score, Digital Satisfaction, Phone Satisfaction, Interactive Response Satisfaction, CMS, and Forrester. Various metrics help BSC gauge satisfaction, some of which are shared externally and have financial implications. NPS is a key metric that measures perception of the firm and is a leading indicator of future growth and success. There are other metrics for our Commercial, Medicare and Medicaid (MediCal) lines of business that drive continuous improvement activity. External survey sources such as Forrester provide important benchmarking. It is important that we mine for actionable quantifiable improvement opportunities and assign a financial value to improving these KPIs. The candidate must be an expert at essentials around Enabling the survey such as RFP and vendor contract negotiation, survey design, survey tests, survey sampling techniques, survey benchmarking as well as Analyzing structured and unstructured response data as well as Summarizing key insights with actionable recommendations. Analytics are key to helping business partners operationalize feedback in the form of measurable initiatives that improve experience, reduce cost of healthcare, reduce OPEX, grow loyalty faster and improve BSC's Medicare Stars ratings and Blue Shield Association Member Touchpoint Measures results. Your Work In this role, you will:Influence survey questionnaire designEnsure vendor requirements are satisfied and sampling meets BSC standards.Use statistics and modeling to establish surveys/testsAnalyze structured and unstructured survey responses to uncover pain points, establish causality, and recommend actionable improvements.Summarize and communicate quantified insights.Build NPS/Satisfaction forecasts, goals, outlooks, and dashboard reporting.Perform text mining/topic modeling to mine insights from verbatims.Quantify the impact of scores on growth, voluntary attrition, cost of health care.Stay current on key CX trends, research, recommend best survey practices, KPIs and benchmarks and incorporate into ongoing experimentation and adoption.Provide technical and soft skills coaching.Qualifications Your Knowledge and Experience Requires a master's degree in related field or equivalent experienceRequires at least 10 years of prior relevant experience, including 4 years of management experienceHeathcare experience preferred6 years working with NPS, CSAT, and other CX metrics and research techniquesExpert level experience in statistics, regression techniques, and text mining. ML and NLP experience is a plusPay Range: The pay range for this role is: $ 145970.00 to $ 218900.00 for California. Notes: Please note that this range represents the pay range for this and many other positions at Blue Shield that fall into this pay grade. Blue Shield salaries are based on a variety of factors, including the candidate's experience, location (California, Bay area, or outside California), and current employee salaries for similar roles. About the Team Blue Shield of California's mission is to ensure all Californians have access to high-quality health care at a sustainably affordable price. We are transforming health care in a way that genuinely serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience. To fulfill our mission, we must ensure a diverse, equitable, and inclusive environment where all employees can be their authentic selves and fully contribute to meet the needs of the multifaceted communities we serve. Our continued commitment to diversity, equity, and inclusion upholds our values and advances our goal of creating a healthcare system that is worthy of our family and friends while addressing health disparities, promoting social justice, and integrating health equity through our products, business practices, and presence as a corporate citizen. Blue Shield has received awards and recognition for being a certified Fortune 100 Best Companies to Work, Military Friendly Employer, People Companies that Care, a Leading Disability Employer, and one of California's top companies in volunteering and giving. Here at Blue Shield, we strive to make a positive change across our industry and communities - join us! Our Values: Honest . We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we're going to do and by acknowledging and correcting where we fall short.Human . We strive to be our authentic selves, listening and communicating effectively, and showing empathy towards others by walking in their shoes.Courageous . We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals.Our Workplace Model: Blue Shield of California is dedicated to making work-life balance a reality. Whether you prefer to work in an office or from home, we understand flexibility is more important than ever. That's why Blue Shield is a hybrid company, offering you the opportunity to decide where you can do your best and most meaningful work. Two ways of working: Hybrid (our default) and office Hybrid - In a business unit approved office a few times per year to 3 days per week, on averageOffice - In a business unit approved office 4+ days a week, on average. If the role you're applying for is deemed an "Essential Role," the company has determined that the role can only be performed in a Blue Shield office or in the field and would require your to meet the office worker classification. Physical Requirements: Office Environment - roles involving part to full time schedule in Office Environment. Due to the current public health emergency in California, Blue Shield employees are almost all working remotely. Based in our physical offices and work from home office/deskwork - Activity level: Sedentary, frequency most of work day. Please click here for further physical requirement detail. Equal Employment Opportunity: External hires must pass a background check/drug screen. Qualified applicants with arrest records and/or conviction records will be considered for employment in a manner consistent with Federal, State and local laws, including but not limited to the San Francisco Fair Chance Ordinance. All qualified applicants will receive consideration for employment without regards to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status or disability status and any other classification protected by Federal, State and local laws.
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