You could be the one who changes everything for our 28 million members. Centene is transforming the health of our communities, one person at a time. As a diversified, national organization, you’ll have access to competitive benefits including a fresh perspective on workplace flexibility.
 

Position Purpose: Change agent for our Quality Assurance (QA) Transformation departmental strategic initiative in Member and Provider Services (MPS). We endeavor to craft a better human experience by transforming from a company perspective to a customer perspective. QA Transformation will focus the call center quality program on outcomes, objectivity, statistical significance and the evaluation of competencies that drive resolution and customer satisfaction—enabling a culture of coaching for frontline teams. QA Transformation involves the implementation of new technology and the deployment of new processes and engagement. Through collaboration with the business operations and IT, this team member will lead programmatic efforts to drive operational efficiency. Results achieved through assessment benchmarking, customer journey mapping, current and future state process flows and gap analytics, strategic recommendations, financial optimization, organizational change management, governance, and implementation. Additionally responsible for coaching and mentoring team members.

• Leads large impact initiatives or acts in a supports role for enterprise impact initiatives.

• Identifies and defines new initiatives including scope, problem statement, stakeholders, and expected outcomes necessary to guide portfolio prioritization.

• Demonstrates thought leadership through out of the box thinking and leveraging industry knowledge.

• Responsible for utilizing advanced research techniques to develop/create an advanced initiative specific benchmarking tool based on external resources, professional network, and acquisitions.

• Understands and is able to apply the concepts of the Capability Maturity Model to assess maturity of business process & controls, systems & data sources, and management reporting and identify gaps/opportunities that need to be address to achieve operational efficiency.

• Determines overall initiative scope and is able to develop a multi-year strategy and implementation plan to achieve operational efficiency and deliver excellent customer experience. Note: Leverages sponsor/owner input, external benchmarking tool, customer experience workshops, IT partnership, and area maturity to achieve.

• Leads development of governance framework elements including strategy map, policy / procedure, balanced scorecard and operational reporting, problem and escalation management, risk and compliance mitigation, resource / vendor management, and training / communication.

• Establishes true partnership through learning the business / technology, building trust, and providing value. Provides guidance, leadership and encourages collaboration in a positive and professional way to diverse, cross-functional stakeholders (i.e., all team members through Senior Management level).

• Identifies reporting and metric needs to manage operations, manage trend/error reporting, and create a balanced scorecard. Leads development of metrics/reporting necessary to support operational efficiency where necessary.

• Prepares and delivers a fully validated future state recommendation (i.e., organization design, customer experience, process flows, and technology changes), senior management reporting, strategy map, and implementation plan.

• Leverages organizational change and project management skills to lead the development of the technical (i.e., process and technology) and human changes into a robust implementation plan.

• Leads data gathering and provides assistance in developing the business valuation impact with an emphasis on hard dollar Return on Investment savings.

• Acts as a change agent and strive to build unity at a time of change.

• Applies project management techniques to ensure on-time, high-quality deliverables.

• Performs other duties as assigned.

Education/Experience: Bachelor’s degree in related field. 5+ years of experience in at least two of the following: process improvement/transformation, business/financial analysis, external consulting/auditing/risk analysis, customer journey/experience, organizational change management, IT solution/architecture, project management

License/Certification: Organizational Change Management (PROSCI, Six Sigma CAP, Kotter, Bridge’s Rogers Kubler), CEX, CMMI, Six Sigma, PMP preferred

Pay Range: $103,500.00 - $191,600.00 per year

Centene offers a comprehensive benefits package including: competitive pay, health insurance, 401K and stock purchase plans, tuition reimbursement, paid time off plus holidays, and a flexible approach to work with remote, hybrid, field or office work schedules.  Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.  Total compensation may also include additional forms of incentives.

Centene is an equal opportunity employer that is committed to diversity, and values the ways in which we are different. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristic protected by applicable law.

Qualified applicants with arrest or conviction records will be considered in accordance with the LA County Ordinance and the California Fair Chance Act