Manager, Speech Analytics and Insights

CareSource Management Group Company

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Collaborate with the Service Excellence team to continuously improve the experience for customers (Member & Provider), driving innovation and efficiencies within the call center.
• Play a key role in exploring and applying AI capabilities to improve how we collect, analyze, and act on customer insights.
• Evolve our enterprise Voice of the Customer (VoC) and Customer Experience (CX) programs across all lines of business.
• Explore and experiment with new methods, tools, and automation for gathering Member, Provider, and Specialist sentiment to deliver actionable insights and optimize efficiencies.
• Collaborate with cross-functional teams to ensure that insights are translated into actionable improvement initiatives.
• Define and prioritize the AI roadmap, in partnership with Service Excellence leaders, for call center initiatives.
• Define success metrics, measure outcomes, and track AI initiative impact over time.
• Stay up to date on AI trends and emerging best practices for customer research, insight mining, and agent-based workflows.
• Manage call center analysis efforts to identify current capabilities and opportunities for improvement, driving measurement, prioritization, and implementation of identified opportunities.
• Outline a strategy for aggregating complex data to create compelling visual stories, taking into consideration market-specific nuances, using PowerPoint charts, dashboards, and presentations with clear and actionable insights that influence executive decision-making.
• Prepare stakeholder briefing materials, demos, and use case summaries.
• Act as the liaison and manage the relationship with our call monitoring vendor to ensure we’re receiving the maximum benefits from the tool.
• Lead and mentor Voice of the Customer Insights Analysts.
• Perform any other job-related duties as requested.

🎯 Requirements

• Bachelor's degree in Marketing, Business, Communications, a health care field, or other related field.
• Five (5) years of customer service experience related to healthcare payers dealing with both members and providers.
• Three (3) years of leadership experience.

🏖️ Benefits

• Salary range: $83,000.00 - $132,800.00.
• Bonus tied to company and individual performance.
• Comprehensive total rewards package.
• Ability to travel as required by the needs of the business.
• General office environment; may be required to sit or stand for extended periods of time.

Skills & Technologies

Remote

Degree Required

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CareSource Management Group Company

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About CareSource Management Group Company

CareSource is a nonprofit, multi-state managed care organization headquartered in Dayton, Ohio. Founded in 1989, it administers Medicaid, Medicare Advantage, and Marketplace health plans serving over two million members in Ohio, Kentucky, Indiana, West Virginia, and Georgia. The company focuses on improving health outcomes for low-income and vulnerable populations through integrated care management, behavioral health services, and social determinants programs.

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