Manager - Elite Program

Position Overview

We are seeking a highly motivated and experienced Manager - Elite Program to oversee the end-to-end member experience, ensuring seamless service delivery across all touchpoints throughout their healthcare journey. This role serves as the primary point of contact for members, including off-site interactions, and requires a strong ability to collaborate with cross-functional teams to tailor healthcare services to the unique needs of our target population. The ideal candidate will possess a robust medical background, exceptional client management skills, and an extensive professional network to drive personalized care and retention initiatives.

Key Responsibilities

• Member Experience Management: Oversee the entire member journey, ensuring timely and high-quality service delivery at every interaction point. Act as the main point of contact for members, including off-site engagements, to address inquiries and provide support.
• Cross-Functional Collaboration: Partner with service leaders across departments to customize healthcare solutions that align with the specific needs of the targeted population. Leverage insights to enhance service offerings and member satisfaction.
• Advisory and Support: Provide accurate and actionable information to members and their families regarding medical details, Bupa services, and other relevant topics. Direct members to appropriate departments to ensure they receive premium-quality medical care and assistance.
• Personalized Care Initiatives: Utilize customer and consumer segmentation data to develop and implement breakthrough personalized care strategies. Focus on retention and satisfaction by tailoring services to individual needs.
• Service Implementation and Support: Contribute to the execution and enhancement of core healthcare services, ensuring alignment with organizational goals and member expectations.
• Data Analysis and Reporting: Collaborate with the department’s data analysis team to track and report key performance indicators (KPIs) for each service offering. Provide regular updates to ensure data-driven decision-making.
• Leadership Communication: Prepare and deliver presentations and business updates to key leaders, including the Relation Manager, to highlight progress, challenges, and opportunities within the Elite Program.
• Program Progress Reporting: Compile and submit monthly feedback reports on the progress of the PCC (Personalized Care and Coordination) program. Integrate these updates into the overall retention report and share findings with leadership to drive strategic improvements.

Required Skills and Qualifications

• Medical Background: A solid foundation in healthcare, including an understanding of medical terminology, services, and industry best practices.
• Client Management Expertise: Proven experience in managing high-profile clients, with a track record of delivering exceptional service and building long-term relationships.
• Networking Capabilities: An extensive professional network within the healthcare and corporate sectors to facilitate collaboration, referrals, and service enhancements.
• Analytical and Communication Skills: Strong ability to interpret data, prepare reports, and communicate insights effectively to stakeholders at all levels.
• Leadership and Collaboration: Demonstrated experience in leading cross-functional teams and driving initiatives that align with organizational objectives.

If you are a results-driven professional with a passion for delivering exceptional healthcare experiences and a commitment to driving member satisfaction, we invite you to apply for the Manager - Elite Program role. Join our team and contribute to shaping the future of personalized healthcare delivery.