Job Description :
This job will drive the process and engagement around building comprehensive payer and provider journey maps and service blueprints to provide the end-to-end view of their journeys, focusing on all channels and touchpoints along the way. The incumbent will be tasked with exploring the complex problems in healthcare to discover improvement opportunities that can be recorded and distributed to those business areas who may be best suited to choreograph change.
Use service design tools to build a comprehensive view of the current state of payer and provider experiences in different journeys as well as the aspirational state.
Identify opportunities to improve payer/provider experiences across different touch-points and articulate the dependencies and complexities across these touch-points.
Perform user/customer research in partnership with our Customer Experience and Innovations teams, with activities such as interviews, field studies, and other information mining activities.
Produce Service Design Blueprints, illustrated Journey maps, and Concept Designs, Service Experience prototypes, Empathy Maps, and Value Proposition Proposals, for the creation and evolution of products and services.
Plan and execute co-creation workshops with stakeholders and subject matter experts in order to unpack journey details and conceptualize the most viable solution parameters for any given opportunity.
Prototype services in order to validate ideas and iterate on them.
Coordinate with digital and marketing strategy to implement roadmapping opportunities where solutions may exist within digital touchpoints.
Create formal characteristics of success that can be distributed to key stakeholders as guideposts to follow in order to ensure viable change.
Other duties as assigned or requested.
Bachelor's Degree in Human Centered Design, Experience Design, Graphic/Communication Design, Psychology, Computer Sciences or related field
LICENSES or CERTIFICATIONS
Knowledge of customer experience design and how it pertains to the success of an organization
Experience with conceptualization, ideation, and iterative prototyping and experience employing various methods to prototype service concepts such as staging and role-playing approaches
Academic and applied proven knowledge in one of the following areas: Research, Visual Design & Illustration, Prototyping, Business Design and Value Proposition
Knowledge of Customer Experience Design and how it pertains to the success of an organization
Experience organizing data into clear service design blueprints and communicate ideas and designs to diverse groups of stakeholders
Proficiency with design and prototyping tools such as Adobe, Sketch, InVision, or other similar tools used widely in the design community
Team player who has experience working within a self-directed culture and navigate ambiguity
Experience with concepting, ideation, and iterative prototyping
Experience building and maintaining strong working relationships with colleagues, clients, and key stakeholders
Language (Other than English):
0% – 25%
PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS
Teaches / trains others regularly
Travel regularly from the office to various work sites or from site-to-site
Works primarily out-of-the office selling products/services (sales employees)
Physical work site required
Lifting: up to 10 pounds
Lifting: 10 to 25 pounds
Lifting: 25 to 50 pounds
Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.
Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.
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