Virginia Beach, VA30+ days ago
Responsibilities • Coordinate and conduct stakeholder interviews with health plan and care delivery subject matter experts to fill gaps in consumer journey understanding • Document and refine patient and member journey maps, service blueprints, and supporting artifacts • Identify and articulate journey pain points, inclusive of operational, technological or organizational areas of abrasion, and ideate solutions with cross-functional teams • Support the execution of specifically selected pilot solutions tied to prioritized journey improvements • Collect and synthesize key journey data points, including experience and operational metrics (e.g., CSAT, CES, NPS, KPIs) • Prepare clear summaries, insights, and readouts for journey working sessions. Preferred Qualifications • 2-4 years of relevant experience within healthcare, managed care, or related industries • Familiarity with healthcare delivery and/or health plan operations (or strong ability to learn quickly) • Working knowledge of primary consumer experience principles such as: journey mapping, service design, UX research, etc.