Manager, Member Portal and Servicing Tools

HMSA
United States, Hawaii, Honolulu
818 Ke’eaumoku Street (Show on map)
Dec 10, 2024
Responsible for managing the member portal and member servicing tools which enables customers, providers, and stakeholders to have a seamless HMSA experience. Build, support, and maintain effective communication strategies with enterprise stakeholders and external product vendors/third parties. Lead cross-functional product teams through process of clarifying requirements and delivery expectations with clinical, operational, and business stakeholders. Track, organize and communicate project status to executive leadership and internal customers. Keep current on emerging digital technologies and digital adoption and engagement trends Serve as business owner for member-facing tools that consumers use to self-service, such as government mandated tools, mobile apps and products, and member centric workflows between HMSA systems. Work with vendors, IT, and business areas that use the tool. Obtain feedback from customers, develop and write requirements for enhancements, testing, and implementation. Ensure compliance with mandated requirements by the government and coordinate any changes with laws or government guidance. Collaborate with leaders across the system to produce a user centric, design driven portal and tools used for member servicing. Partner with clinical and operational staff to create, understand and communicate detailed requirements in a meaningful and actionable fashion. Oversee initiation and execution of continuous improvement efforts in coordination with research and deployment teams to optimize digital extension and transformation of services and brand management in the member portal and member servicing tools. Oversee compliance requirements for member tools, and coordinate and document compliance for review submissions and audits. Review audit requests and prepare information to respond. Represent the department in-person or virtual on audit inquiries. Develop correction action plans and respond to findings from the audit. Oversee and track government and BlueCross BlueShield Association Transparency mandates and requirements for the department. Ensure that member related tools and functions align with HMSA's consumer engagement vision. Oversee implementation of existing and new requirements and work with multiple HMSA business areas to ensure compliance with government mandates. Design, coordinate, and perform audits of key functions and enhancements to ensure data and process integrity. Direct resolution of identified issues and monitor measures to ensure that improvements are maintained. Select, motivate, train, and develop staff within agreed policies and practices to maintain an effective workplace capable of meeting its objectives. Communicate job expectations: planning, monitoring, appraising, and reviewing job contributions. Communicate all operating policies and/or issues at departmental meetings. Conducts timely compilation and dissemination of individual employee performance statistics, and development of people in roles. Performs all other miscellaneous responsibilities and duties as assigned or directed