Associate Vice President, Education and Member Experience, Health Plans

Overview Provides strategic and operational leadership for Health Plan Education & Development and Member Experience. Establishes the vision and strategy for workforce education, competency development, regulatory and compliance education, onboarding, and member experience by integrating learning, service excellence, and continuous improvement into the way Health Plans operate. Leads initiatives that build employee capability, strengthen a member-centric culture, and improve member engagement, satisfaction, quality, and organizational performance. Through cross-functional collaboration, ensures education and workforce development strategies translate into consistent, high-quality experiences across every member touchpoint. Works under general direction. Overview Provides strategic and operational leadership for Health Plan Education & Development and Member Experience. Establishes the vision and strategy for workforce education, competency development, regulatory and compliance education, onboarding, and member experience by integrating learning, service excellence, and continuous improvement into the way Health Plans operate. Leads initiatives that build employee capability, strengthen a member-centric culture, and improve member engagement, satisfaction, quality, and organizational performance. Through cross-functional collaboration, ensures education and workforce development strategies translate into consistent, high-quality experiences across every member touchpoint. Works under general direction. What We Provide Referral bonus opportunities Generous paid time off (PTO), starting at 30 days of paid time off and 9 company holidays Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life and Disability Employer-matched retirement saving funds Personal and financial wellness programs Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care Generous tuition reimbursement for qualifying degrees Opportunities for professional growth and career advancement Internal mobility, generous tuition reimbursement, CEU credits, and advancement opportunities What You Will Do Develops and executes the strategic vision for Health Plan Education & Development, ensuring learning initiatives support organizational priorities, regulatory requirements, workforce readiness, and an exceptional member experience. Oversees the design, implementation, and continuous improvement of Health Plan education programs, including new employee orientation, role-specific education for clinical and non-clinical staff, competency management, continuing education, regulatory training, and member education. Establishes the strategic direction for Member Experience, developing initiatives that strengthen member engagement, service excellence, satisfaction, retention, and organizational performance. Collaborates with Clinical Leadership, Operations, Quality, Contact Center, Communications, Marketing, Provider Network/Relations, and Analytics to align education and member experience strategies with organizational priorities. Ensures all clinical education programs are in accordance with standards of nursing practice, state and federal regulations, and VNS Health policies and procedures. Assesses education needs, skills, competencies, behaviors, and outcomes required for staff to improve performance, meet strategic objectives, and achieve desired results. Develops plans to address identified needs. Fosters a culture of continuous learning, accountability, service excellence, and member-centered behaviors that support operational excellence and an exceptional member experience. Establishes metrics to evaluate education effectiveness, workforce competency, operational performance, member satisfaction, and service quality. Designs methodologies to obtain regular feedback from participants and implements improvements based on that feedback. Collaborates with Organizational Development in the delivery of leadership training and core orientation. Applies evidence-based research to identify strategies for improving professional development activities, clinical practice, quality outcomes, and customer satisfaction. Provides executive leadership for the Education & Development and Member Experience functions, including strategic planning, budget oversight, workforce planning, talent development, and operational performance. Monitors industry trends, regulatory changes, adult learning methodologies, and member experience best practices to drive innovation and continuous improvement. Serves as a strategic advisor to senior leadership on education, workforce capability, and member experience strategies that support Health Plan goals and long-term organizational success. Performs all duties inherent in a senior managerial role, including approving staff training, hiring, promotions, terminations, and salary actions, as well as preparing and ensuring adherence to the department budget. Participates in special projects and performs other duties as assigned. Qualifications Education Bachelor's Degree required Master's Degree in Education, Public Health, Healthcare Administration, Nursing, Social Work, Organizational Development, Public Health or related field required Work Experience Minimum of ten years of progressive leadership experience in learning and development, clinical education, workforce education, or organizational learning within healthcare or managed care. Required Knowledge of healthcare delivery systems, patient care, and clinical processes. Required Demonstrated expertise in adult learning, instructional design, competency management, curriculum development, and program evaluation. Required Strong knowledge of Medicare, Medicaid, Managed Long-Term Care (MLTC), CMS, NYSDOH, NCQA, and applicable healthcare regulations. Required Demonstrated superior written and verbal communication skills. Required Demonstrated ability to influence cross-functional teams and improve organizational performance through education and member-centered strategies. Required Effective oral and written communication and organizational skills. Required Demonstrated experience leading or partnering on member experience, customer service excellence, member engagement, or service improvement initiatives. Required Proficiency with personal computers, including Microsoft Word and Excel. Preferred Excellent interpersonal skills with the ability to collaborate and interact effectively with senior leaders. Required Pay Range USD $193,600.00 - USD $258,200.00 /Yr. About Us VNS Health has been committed to meeting the needs of New Yorkers for over 130 years. We’re one of the largest nonprofit home- and community-based health care organizations in the country, and today, more than 11,500 team members work together to make a difference in the lives of more than 99,000 patients and members on any given day. #J-18808-Ljbffr VNS Health