Who We Are

Point32Health is a leading health and wellbeing organization, delivering an ever-better personalized health care experience to everyone in our communities. At Point32Health, we are building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, where we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.

We enjoy the important work we do every day in service to our members, partners, colleagues and communities.

Job Summary

Under direction of the Director, Customer Experience, the Member Advisory Committee Specialist is responsible for helping Point32Health understand, and meaningfully improve, the experiences our members have with us. The Member Advisory Committee Specialist is directly responsibility for ensuring all Member Advisory Committee obligations are complete and compliant. The Member Advisory Committee Specialist is an important part of the Customer Experience team and requires deep interpersonal skills, excellent facilitation skills, and detailed organizational and documentation skills. The Member Advisory Committee Specialist works closely with the CX team and key business leaders to plan meaningful committee meetings, collect detailed insights and socialize them.

The Member Advisory Committee Specialist serves as Committee Chair and coordinator of our Member Advisory Committees and works diligently to ensure that the insights and feedback we gather satisfies all regulatory requirements, while influencing and informing strategic initiatives, projects, and day-to-day work. The position requires strong leadership, collaboration, and facilitation skills. The Specialist is strong in professional competencies in planning and facilitation with experience in multicultural settings with people of diverse backgrounds, traditions, customs, and personalities. The Member Advisory Committee Specialist collaborates with leadership, teams and partnering departments to meaningfully engage with members about key topics to inform our business, products, services, and offerings. Essential for this role is the ability to facilitate discussions with our members, collect actionable insights, synthesize findings, and prepare and present those findings in various settings and modalities.

Job Description

• Collaborate with key constituents, including but not limited to the Customer Experience, Market Research, Community Engagement and Clinical Engagement teams, Product Owners and Leads and third-party vendors to ensure the governance structure and agendas for all Member Advisory Committees are executed in compliance with the required governance structure and committee charter(s)
  • Maintain and annually review committee charters with Product Owner and other key internal constituents.
  • Ensure that committee composition, recruitment and membership terms are routinely reviewed and conducted in compliance with the committee charter(s)
  • Maintain and manage a detailed plan and timeline that outlines all committee meetings, communications, agendas, and stakeholders, including any related budget needs.
  • Establish annual Member Advisory Committee goals and objectives.
• Planning & Scheduling:
  • Schedule and facilitate regular Member Advisory Committee meetings for multiple products,
  • Manage and maintain communication with Member Advisory Committee members on behalf of the plan.
  • Plan, document, and distribute all meeting agendas, minutes and supporting material.
  • Ensure accommodations, interpreter services and resource are available to support member and family participation.
• Member Advisory Committee Facilitation & Participation
  • Facilitate meaningful discussions and collect insights on a variety of topics including plan products, services, benefits, and offerings, to inform strategic initiatives and member experience improvement.
• Represent our members across the organization by participating in meetings and initiatives where member input and insights can inform strategic initiatives, design and/or development of products, services, and offerings.
• Inform strategic CX improvement plans:
  • Establish communication plans with functional leaders and product owners to share or present outcomes and findings from committee meetings.
  • Introduce and share new trends, findings and insights through quarterly and annual reports that synthesize prioritized and actionable recommendations to reduce customer effort and abrasion, drive business improvement, and meaningfully impact our Customer Experience (CX) measures.
  • Present these findings in various settings including meetings, presentations, and written formats.
• Other duties and projects as assigned.

Certification and Licensure

Education

• Required: High-School Diploma or Equivalency Required. Bachelor’s degree or equivalent relevant experience in health care or health and human service-related discipline is required.

Experience

• Required: (minimum) 5-7 years of professional experience in health care, health insurance, or health and human service-related field
• Preferred: 7-10 years business or industry experience. 3+ years of program coordination, including community or committee facilitation.

Skill Requirements

• Excellent facilitation skills with the ability to facilitate both virtually and in-person.
• Ability to create strong discussion guides to support both meeting facilitation and collection of insights.
• Demonstrated ability to maintain confidentiality, professionalism, & boundaries
• Ability to work in a multicultural setting with people of diverse backgrounds, traditions, customs, and personalities, with an awareness of cultural differences in communication styles and language preferences.
• Ensuring that all committee meetings are conducted in an inclusive and respectful manner.
• Effective and diplomatic, yet supportive communication style
• Knowledge of social determinants of health (SDOH) factors
• A working understanding of health plan operations and health plan members
• Must have a strong passion for bringing the voice of customers alive. A customer-centric mindset with the ability to integrate voices of our customers into initiatives and programs.
• Ability to see the big picture, an inquisitive nature, and the ability to take insights and ideas and present them in a digestible and actionable way.
• Excellent presentation and communication skills including active listening and clear explanation of complex concepts.
• Proven leadership, time management and organizational skills
• Requires the ability to maintain effective and productive relationships with our customers. Must have the ability to foster confidence and team spirit on the committees with an attitude of cooperation and commitment.
• Outstanding communication and relationship management skills required, including the ability to effectively manage difficult group dynamics.
• Strong advocacy skills with an enhanced focus on continuous member experience
• Must be a self-starter with a high degree of accountability and responsibility.
• Exceptional organizational skills and attention to detail
• Ability to effectively work independently or collaboratively with others.
• Demonstrates excellent judgment.
• Must be proficient with Microsoft Office, including Excel, Teams, and Word
• Must be proficient in Zoom.
• Empathy and understanding of challenges faced by Medicaid and/or Medicare beneficiaries.
• Bilingual skills (depending on committee needs) may be preferred.

WORKING CONDITIONS AND ADDITIONAL REQUIREMENTS (include special requirements, e.g., lifting, travel):

• Must be able to work under normal office conditions and work from home as required.
• Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations.
• May be required to work additional hours beyond standard work schedule.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Management retains the discretion to add to or change the duties of the position at any time.

Compensation & Total Rewards Overview

As part of our comprehensive total rewards program, colleagues are also eligible for variable pay. Eligibility for any bonus, commission, benefits, or any other form of compensation and benefits remains in the Company's sole discretion and may be modified at the Company’s sole discretion, consistent with the law.

Point32Health offers their Colleagues a competitive and comprehensive total rewards package which currently includes:

• Medical, dental and vision coverage

• Retirement plans

• Paid time off

• Employer-paid life and disability insurance with additional buy-up coverage options

• Tuition program

• Well-being benefits

• Full suite of benefits to support career development, individual & family health, and financial health

For more details on our total rewards programs, visit https://www.point32health.org/careers/benefits/

Commitment to Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity

​Point32Health is committed to making diversity, equity, inclusion, accessibility and health equity part of everything we do—from product design to the workforce driving that innovation. Our Diversity, Equity, Inclusion, Accessibility (DEIA) and Health Equity team's strategy is deeply connected to our core values and will evolve as the changing nature of work shifts. Programming, events, and an inclusion infrastructure play a role in how we spread cultural awareness, train people leaders on engaging with their teams and provide parameters on how to recruit and retain talented and dynamic talent. We welcome all applicants and qualified individuals, who will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Scam Alert: Point32Health has recently become aware of job posting scams where unauthorized individuals posing as Point32Health recruiters have placed job advertisements and reached out to potential candidates. These advertisements or individuals may ask the applicant to make a payment. Point32Health would never ask an applicant to make a payment related to a job application or job offer, or to pay for workplace equipment. If you have any concerns about the legitimacy of a job posting or recruiting contact, you may contact TA_operations@point32health.org

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