Work collaboratively to employ a member-centric operating model that focuses on the delivery of a superior member experience. Serve in a Quality Assurance oversight role responsible for monitoring and tracking of member issues and concerns. Ensure that our providers are clearly articulating the features and benefits of our products and services to our members. Review and analyze data, which contributes to identifying the relevance and value of the branded products and services based on the expressed needs of the membership. Direct Ombudsman advocacy processes to resolve escalated member issues and concerns through provider escalation units. Analyze member wants, needs and perceptions regarding AARP and AARP branded products and services, as determined by Voice of The Customer (VOTC) data analytics and reporting
- Directs the advocacy, through the ASI providers, to ensure the resolution of escalated issues and complaints affecting products and services branded by AARP. (i.e., Better Business Bureau, State Office, and Executive Correspondence).
- Facilitates the Ombudsman service by working with the member and the provider to resolve member cases requiring handling by AARP per request from the member.
- Proactive tracking, resolution and avoidance of customer issues in partnership with providers.
- Review and analyze program reporting information relative to the delivery of quality customer service.
- Intimately familiar with data and reporting by program.
- Work collaboratively with quality and product line managers and services providers to influence quality and delivery of the member experience across all products and services.
- Provide implementation and oversight of Quality Initiatives, e.g.: quality callbacks, remote monitoring (calibrations), best practices.
- Audit quality initiative performed by Quality Managers, providers and other stakeholders.
- Participate in seeding projects (mystery shopping) designed to monitor the provider programs for the delivery and quality of service affecting the member experience across the service providers.
- Obtain greater transparency into the service performance levels across providers with focus on reporting and resolution of escalated member issues.
- Teams up with Quality Program Managers, e.g. shares information learned thru VOTC.
- Collect members’ expressed insights regarding their wants, needs, and perceptions about AARP and AARP branded products and services via the on-line VOTC program.
- Embed the member’s voice across the organization, in our reporting, in focus groups with our business leadership and with our partners.
- Remote and on-site monitoring and tracking of service providers to ensure the level of quality service is provided to our members.
- Influence full disclosure of the features and benefits of our products and services to our members through all communication channels.
- Participate in leadership focus group sessions and facilitate focus group sessions with providers.
- Assist in the coordination of quarterly Quality Council meetings with service providers to identify areas of opportunity for improvement in enhancing the member experience.
- Drives member issues to be addressed during Quality Councils.
- Provides input to/for process improvements.
- Identifies scripting requirements and coordinates with stakeholders.
- Position requires travel/participation in provider site visits on an as needed basis.
- Contribute to the continuing development and success of the operation
- 3+ years of experience in a member service/communications environment; or an equivalent combination of related training and relevant experience. Strong interpersonal and communications skills required to resolve member complaints and facilitate communications clearly.
- Ability to communicate well with all levels of staff internally and externally. Ability to handle multiple tasks simultaneously. Strong problem solving, analytical and decision makes skills.
AARP offers competitive benefits with a 401K, 100% company funded pension plan, health, dental, vision and life insurance, STD/LTD, paid vacation and sick, and other benefits.