Make a difference in people’s lives every day. When you join UCLA Health, you’ll be working at an institution that provides leading-edge care to the people of L.A. and throughout the world. We provide our team members with the environment and support to do amazing work, because each and every one of them plays a vital role in our commitment to care.
The Assistant Director, Member Experience will work closely with the Director of Medicare Product Development & Bids to develop, lead, and execute the organization’s member experience strategy across all Medicare Advantage products. This role is critical to improving CMS Star Ratings by enhancing member satisfaction, engagement, and retention throughout the entire member journey.
You will:
- Lead the development and execution of a comprehensive member experience strategy for Medicare Advantage products
- Drive improvements in CMS Star Ratings through initiatives focused on member satisfaction, engagement, and loyalty
- Partner cross-functionally to identify, analyze, and resolve root causes of member pain points and grievances
- Ensure timely and effective resolution of member issues, with a focus on continuous improvement
- Design and implement proactive, data-driven solutions to enhance the member experience
- Leverage AI/ML capabilities, analytics, and industry best practices to improve member satisfaction and retention
- Monitor performance metrics and translate insights into actionable improvements across the organization
Salary Range: $116,300 – $264,600/annually
We’re seeking a talented leader with:
Required:
- A Bachelor’s degree in Health Administration, Business Administration, or related field and/or equivalent experience
- Eight or more years of in-depth understanding of healthcare operations, member journey and experience, and CMS Star Ratings
- Strong knowledge of healthcare and/or Medicare Advantage operations, including CMS Star Ratings measures and performance drivers
- Proven analytical and problem-solving skills, with the ability to interpret complex data and translate it into actionable strategies
- Excellent communication, facilitation, and presentation skills, with the ability to convey complex topics clearly
- Strong project management and organizational skills; able to manage multiple priorities under tight deadlines
- Demonstrated innovation mindset with the ability to design creative, practical solutions to improve member experience
- Empathetic, member-centric perspective balanced with a strategic, data-informed approach
- Deep understanding of grievance and appeals processes, with the ability to identify systemic issues and develop sustainable solutions
- Passion for improving healthcare delivery and ensuring every member feels valued, supported, and heard
- Communicates clearly and persuasively across diverse stakeholder groups, including executives and external partners
Preferred:
- A Master’s degree in Health Administration, Public Administration or Business Administration
- Experience leveraging AI, predictive analytics, and automation to drive member engagement, satisfaction, and retention
- Ability to lead cross-functional initiatives that drive measurable improvement in member satisfaction, retention and Stars performance
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UCLA Health Recruitment is currently being targeted by scam artists through external job board sites. Review some tips in order to avoid becoming targeted. El reclutamiento de salud de UCLA actualmente está siendo atacado por estafadores a través de sitios de juntas de trabajo externos. Revisar algunos consejos para evitar ser apuntado.
“The environment is nurturing and fosters growth. When I come to work, I know what I'm doing matters.”
VINCENT, Sr. CLS Specialist, Toxicology
MONICA
I've been blessed to touch so many lives through my serving. It's a privilege to uplift other employees with words of encouragement and a smile.
SOZIT
The first thing i noticed when i joined the team was how everyone is very welcoming and friendly with supportive management. I did not feel like an outsider.
EDGAR
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RENE
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ERA
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ELIZABETH
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JERRY
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ORLANDO
There’s a togetherness and higher level of commitment to teamwork at UCLA Health. We are several groups and teams that work together with a common goal which is to improve our patients experience.
DAVID
UCLA Health walks the walk and talks the talk! It's an incredible feeling to work for an organization that always puts the patient first. I am honored to work in full alignment with the UCLA Health Mission and Vision.
DR. ISLA GARRAWAY
UCLA has incredible resources and a team science approach. The ability to work with collaborative teams and access the amazing resources around campus is the best part about being at UCLA.
RADU
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JENNA
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SHARON
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TARO
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