Sharp HealthCare

Lead UX strategy and program management to improve customer experience and digital self-service adoption across multiple channels for Sharp Health Plan. | Bachelor's degree in UX or related field, 7+ years in marketing/customer strategy with UX asset production, 5+ years leading large-scale implementations and C-suite stakeholder communication, plus coding skills in HTML/CSS. | Program Manager-User Experience - SHP Business Development - Telecommuter - Day Shift - Full TimeJoin to apply for theProgram Manager-User Experience - SHP Business Development - Telecommuter - Day Shift - Full Timerole atSharp HealthCare Facility:Health Plan City:San Diego Department:Regular Shift:Day FTE:1 Hours:8 AM – 5 PM Shift Start Time:8 AM Shift End Time:5 PM AWS Hours Requirement:8/40 - 8 Hour Shift Additional Shift Information:Weekend Requirements: As Needed On-Call Required:No Hourly Pay Range (Minimum - Midpoint - Maximum):$48.140 - $62.110 - $76.080 The stated pay scale reflects the range that Sharp reasonably expects to pay for this position. The actual pay rate and pay grade for this position will depend on factors including years of experience, skills, education, alignment with internal candidates, marketplace factors, and employer practices. What You Will Do Reporting to the Director, Marketing and Customer Strategy, the Program Manager of User Experience (UX) is responsible for leading, developing and driving user-centered strategies and plans in alignment with Sharp Health Plan business objectives and strategic plan. This position will deliver actionable and sustainable recommendations/solutions that translate into continuous improvement and performance excellence. Outcomes include improved customer retention and satisfaction, increased adoption of self-service tools, reduced call center volumes, and improved brand perception. Leads a flexible and lean program that covers all aspects of the User Experience cycle (definition, research, analysis, design, evaluation, launch, integration) impacting customer experiences in support of customer, digital and product strategies and continuous improvement for all Sharp Health Plans customer channels (websites, portals, mobile apps, IVR for call centers, email, SMS, kiosks, in-person experiences, etc.). Advances omnichannel experience consistency and collaboration for products and services across customers and lines of business. Required Qualifications Bachelor's Degree in UX design, human factors in information design, marketing, communications or a related field. 7 years progressive responsibility in marketing and/or customer strategy, including UX enhancements and production of UX/IA assets (wireframes, prototypes, user flows) for complex systems, plus content strategy across digital and in-person experiences. 5 years experience with large-scale cross-functional implementations and/or product launches at the organizational level. 5 years experience leading business stakeholders to communicate project needs and timelines with C-suite presence. Experience with coding and troubleshooting using HTML, CSS and comparable languages. Preferred Qualifications Master's Degree with experience conducting graduate-level research. Experience in health plan or health care environment. Other Qualification Requirements Industry certifications (e.g., Nielsen Norman Group, Human Factors International) preferred but not required. Essential Functions Strategic UX Leadership: lead UX strategy, planning and development to transform how SHP customers use their health plan, driving growth, service improvements, self-service adoption, efficiency and trust. Develop and measure UX approaches, metrics and benchmarks for monthly reporting. UX Structure: User experience architecture. Develop content architectures for channels and devices connecting user needs to business objectives. Collaborate across departments to create cohesive health plan experiences across channels. Maintain artifacts like storyboards, flows, wireframes, prototypes. Research and Evaluation: conduct user research, prepare usability tests, analyze data, synthesize findings to identify opportunities for improved UX. Knowledge, Skills, And Abilities Content strategy, research, data analysis and visualization, prototyping, and remote facilitation. Written communication, emotional intelligence, critical thinking, active listening, public speaking. Ability to work with cross-functional teams, lead meetings, and drive stakeholders to consensus. Ability to prioritize independently and work in a fast-paced environment with minimal supervision. Proficiency in Lucid Suite/Balsamiq/Miro/Mural, Figma, M365, Smartsheet preferred. Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, veteran status, disability status or any other protected class.#J-18808-Ljbffr

Lead and drive user-centered UX strategies and continuous improvement initiatives across multiple customer channels to enhance customer experience and business outcomes. | Bachelor's degree in UX or related field, 7+ years in marketing/customer strategy with UX enhancements, 5+ years leading large-scale cross-functional projects, coding skills in HTML/CSS, and strong stakeholder communication. | Program Manager Of User Experience (UX)Hours: Shift Start Time: 8 AM, Shift End Time: 5 PM, AWS Hours Requirement: 8/40 - 8 Hour Shift, Additional Shift Information: Weekend Requirements: As Needed, On-Call Required: No, Hourly Pay Range (Minimum - Midpoint - Maximum): $48.140 - $62.110 - $76.080The stated pay scale reflects the range that Sharp reasonably expects to pay for this position. The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant's years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices.Please Note: As part of our recruitment process, you may receive communication from Dawn, our virtual recruiting assistant. Dawn helps coordinate scheduling for screening calls and interviews to ensure a smooth and timely experience. Rest assured, all candidate evaluations and hiring decisions are made by our recruitment and hiring teams.What You Will DoReporting to Director, Marketing and Customer Strategy, the Program Manager Of User Experience (UX) is responsible for leading, developing and driving user-centered strategies and plans in alignment with Sharp Health Plan business objectives and strategic plan. This position will deliver actionable and sustainable recommendations/solutions that translate into continuous improvement and performance excellence. Examples of positive outcomes include but are not limited to improved customer retention and satisfaction, increased adoption of self-service tools, reduced call center volumes, and improved brand perception. Leads a flexible and lean program that has all aspects of the User Experience cycle (definition, research, analysis, design, evaluation, launch, integration) positively impacting customer experiences in support of customer, digital and product strategies and continuous improvement initiatives for all existing and future Sharp Health Plans customer channels (e.g. websites, portals, mobile apps, interactive voice response in support of call centers, email, SMS, kiosks, in-person experiences, etc.). Advances omnichannel experience consistency, optimization, seamlessness, orchestration and collaboration for products and services across all customers (members, providers, brokers, employers, shoppers) and lines of business.Required QualificationsBachelor's Degree in UX design, human factors in information design, marketing, communications or a similar area of study.7 Years progressive responsibility and relevant experience in providing marketing and/or customer strategy expertise, such as driving continual UX enhancements, producing UX and information architecture assets (wireframes, prototypes, user flows, etc.) for complex systems and providing effective content strategy recommendations across digital and in-person experiences.5 Years experience working on large-scale cross-functional implementations and/or product launches at the organizational level.5 Years experience leading a variety of business stakeholders to effectively communicate project needs and timelines with C-suite presence.Experience with coding and ability to troubleshoot using HTML, CSS and comparable languages.Preferred QualificationsMaster's Degree with experience conducting graduate-level researchExperience in health plan or health care environment.Other Qualification RequirementsIndustry certifications including but not limited to Nielsen Norman Group, Human Factors International are preferred but not required.Essential FunctionsStrategic UX LeadershipUX StructureProject ManagementResearch and EvaluationKnowledge, Skills, and AbilitiesContent strategy, research, data analysis and visualization, prototyping, and remote group facilitation skills.Written communication, emotional intelligence, critical thinking, active listening, and public speaking skills.Ability to communicate, work and form relationships with cross-functional subject-matter experts and teams.Ability to lead meetings and drive business/project stakeholders to consensus.Ability to prioritize project work independently and coordinate work with others.Ability to work in a fast-paced environment requiring minimal supervision.Ability to develop logical, detailed systems and organizational structures amid ambiguity.Curious and self-starting mindset, focused on problem-solving and continuous improvement.Proficiency in Lucid Suite/Balsamiq/Miro/Mural, Figma, M365, and/or Smartsheet applications preferred.Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class.

Assess, develop, implement, coordinate, and monitor comprehensive patient care plans in inpatient and emergency settings, ensuring appropriate level of care and regulatory compliance. | Requires 2 years recent acute care nursing or equivalent healthcare experience, California RN license, with preferred certifications in case management and nursing degrees. | Hours: Shift Start Time: 8 AM Shift End Time: 4:30 PM AWS Hours Requirement: 8/80 - 8 Hour Shift Additional Shift Information: Weekend Requirements: No Weekends On-Call Required: No Hourly Pay Range (Minimum - Midpoint - Maximum): $56.580 - $70.170 - $83.760 The stated pay scale reflects the range as defined by the collective bargaining agreement between Sharp HealthCare and Sharp Professional Nurses Network, United Nurses Associations of California/Union of Health Care Professionals, NUHHCE, AFSME, AFL-CIO. Placement within the range is based on years of RN experience. What You Will Do The RN CM I assesses, develops, implements, coordinates and monitors a comprehensive plan of care for each patient/family in collaboration with the physician, social worker and all members of the interdisciplinary team in the inpatient and emergency department patient care areas. This position requires the ability to combine clinical/quality considerations with regulatory/financial/utilization review demands to assure patients are receiving care in the appropriate setting and level of care. The position creates a balance between individual clinical needs with the efficient and cost-effective utilization of resources while promoting quality outcomes. This position requires critical thinking and advanced problem-solving and time management skills. Required Qualifications • 2 Years Recent acute care nursing experience, case management experience or equivalent experience in the healthcare setting. • California Registered Nurse (RN) - CA Board of Registered Nursing -REQUIRED Preferred Qualifications • Bachelor's Degree in Nursing or equivalent degree. • Master's Degree • Certified Case Manager (CCM) - Commission for Case Manager Certification -PREFERRED • Accredited Case Manager (ACM) - American Case Management Association (ACMA) -PREFERRED Essential Functions • Professional development The RN CM I will: Actively participates in the performance-planning, competency and individual development planning process. Maintain current knowledge of case management, utilization management, and discharge planning, as specified by Sharp, federal, state, and private insurance guidelines. • Core principles The RN CM I will make timely referrals to ensure that the patient is receiving the appropriate care, in the appropriate setting and using the appropriate utilization standards as set by community and professional standard as adopted by the medical staff. The RN CM I will assure that the patients from all age groups proceed efficiently through the course of hospitalization and beyond through the continuum of care. The RN CM I will relate and communicate positively, effectively, and professionally with others; be assertive and consistent in following and/or enforcing policies; work calmly and respond courteously when under pressure; lead, supervise, teach, collaborate and accept direction. The RN CM I performs other duties as needed. • Organizational relationships The RN CM I will work closely with the healthcare team in reaching unit, facility, and system/network organization goals including reductions in length of stay, decreasing denials, improvement of care transitions, and reduction in avoidable readmissions, improved patient experience, and other quality initiatives. In the emergency departments, the RN CM I will work collaboratively with other members of the interdisciplinary team to develop relationships and provide preadmission status recommendations for admissions as well as implement a comprehensive, integrated discharge plan from the emergency department(ED) for patients who are being discharged to a lower level of care. The RN CM I will recommend and document patient classification (status and level of care) for all admissions utilizing established criterion sets. The RN CM I has accountability for maintaining compliance contractual and regulatory compliance with medical groups as applicable and the hospital. The RN CM I will have excellent interpersonal skills demonstrated by the ability to work effectively with individuals and or teams across disciplines. • Care coordination and discharge planning Within 24 hours of admission the RN CM I will interview/assess each patient/family for anticipated needs post hospitalization. The RN CM I will ensure patient choice is obtained and documented in accordance with all state and federal regulatory requirements. The plan and interventions will be documented in the electronic medical record (EMR), and case management software. The RN CM I will develop and document a plan for the day and plan for the stay with patient, family, providers, and nursing staff. The RN CM I will be responsible for leading the daily care coordination (multidisciplinary) rounds, update the plan, and facilitate necessary coordination of services. The RN CM I will document and initiate discharge plan including early referrals and authorization for LTAC, SNF, Rehab, homecare, DME and infusion services. The RN CM I will prepare patient/family for discharge. Document expected discharge date per protocol and arrange discharge pick up appointment with family or significant other. In collaboration with SW partner, the RN CM I will follow standards for routine patient/family conference. The RN CM I will ensure effective and safe patient handovers to next level of care; work closely with ambulatory care manager (ACM) at the system level, in clinics, with SCMG and other complex care Case Managers as appropriate, and homecare and sub-acute liaisons. The RN CM I will support the nursing Model of Care by working closely with nursing managers and staff to achieve Patient and Family Centered Care goals: respect and dignity, information sharing, participation and collaboration. The RN CM I will facilitate increased volume of cases discharged early in the day to improve capacity management. The RN CM I will collect and document avoidable day's information in appropriate care management software. The RN CM I will participate in venues to reduce barriers to discharge. The RN CM I Collaborates with Clinical Resource Coordinators (CRC's/clinical assistants) to assure appropriate referrals for care and services are directed to appropriate network providers, and obtains prior authorization for in network and out of network services as appropriate. The RN CM I provides timely delivery of regulatory and mandated patient communications and correspondence. The RN CM I oversees preparation, delivery and documentation of non-coverage letters. The RN CM I identifies and escalates potential quality variances to management and document per guidelines. The RN CM I interviews all patients with an admission within 30 days to determine what went wrong in the discharge. He/she documents as appropriate in the electronic medical record and provides information to the department head as indicated. • Utilization review and utilization management The RN CM I will: Conduct initial review at POE or within 24 hours of admission utilizing appropriate evidenced based care guidelines software. Document findings in ICM software (EMR). Identify anticipated LOS and document as per departmental process. Conduct daily concurrent reviews per protocol/policy and payer request. Utilize appropriate care guideline software to identify the correct patient status and level of care. Work with attending provider to assure correct status, if status and order does not match; works with provider to resolve conflict and document interventions in the EMR. Assure correct documentation is present for 2MN benchmark and presumption. Assure Medicare Inpatient to observation status changes follow Condition Code 44 requirements. Actively works observation patient list assuring transitions to next level of Care. Communicates as indicated with third party payers to obtain necessary authorization for reimbursement of services. Obtain approved days/LOS from provider and communicates this to the care team. Refer defined cases for medical secondary review and share findings with providers. Provide advice to Revenue Cycle/HIM regarding RAC decision to appeal, denials, input into appeals, share findings with providers. Review all cases with readmission within 30 days; report findings in the EMR and in accordance with the departmental policy. Identify opportunities for cost reduction and participate in appropriate utilization management venues. Escalate and refers cases for consultation with Physician Advisor or Medical Director as appropriate. Oversee preparation, delivery and documentation of non-coverage letters. Knowledge, Skills, And Abilities • PC, data management and analysis skills required (experience with MCG an asset). • Excellent interpersonal skills, as demonstrated by the ability to work effectively with individuals and or teams, and across disciplines. • Excellent communication and negotiation skills as demonstrated in oral and written forms. • Ability to work in a collaborative partnership model with Social Workers and other members of the interdisciplinary team, both internal and external. Organizational and time management skills, as evidence by capacity to prioritize multiple tasks. Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class