Job Description

Job Title: Program Director - Member Services
Job ID: 623193
Status: Full-Time
Regular/Temporary: Regular
Shift: Day Job
Facility: UPMC Health Plan
Department: Evolent Engage_Enroll
Location: 600 Grant St, Pittsburgh PA 15219


Do you have a passion for customer service and dedication to a culture of service excellence?  If so, you may be a fit for the Program Director in the Member Services Department of the UPMC Health Plan!  The Program Director will manage the overall customer journey and ensure each and every customer of the UPMC Health Plan has a positive experience.  The ideal candidate will be a talented and energetic team-player with proven experience in servant leadership.  This role will be based in downtown Pittsburgh but will require occasional travel to the North Side and Erie.  If this position sounds like the ideal next step in your career, apply today!


UPMC Health Plan has been recognized by J.D. Power and Associates for providing the “Highest Member Satisfaction among Commercial Health Plans in Pennsylvania.” That’s due—in no small part—to the compassionate attention and expert insight that our customers (which include members, providers, and facilities) enjoy each and every time they contact our dedicated Member Services Department.

The Program Director, reporting to the Director, Member Services will drive Member Satisfaction across all products. This role will continually monitor and improve Member Satisfaction, particularly across national benchmarks. The Program Director will work closely with departments across the Health Plan to improve Member Satisfaction, reporting the status and progress through to all senior leadership.


  • Create and manage department budget including staffing and technology needs.
  • Drive Member Satisfaction for all products for UPMC Health Plan.
  • Elicit feedback from customers via surveys, focus groups, and direct interaction.
  • Ensure the customer experience is at an excellent level through all methods of communication and interaction.
  • Establish ideas on ways we can formally engage members to provide feedback for consideration.
  • Identify trends, define solutions and develop specific action plans to improve member satisfaction while tracking the progress of the measures.
  • Implement improvements based on customer survey data and feedback.
  • Investigate and implement new technology, offering additional and enhanced Member Satisfaction for our customers.
  • Lead the Member Satisfaction Committee with team members across all areas of the Health Plan.
  • Liaison with other departments, sharing what they can do to enhance Member Satisfaction and support their change/improvement.
  • Maximize rankings on all major benchmarks including CAHPS, JD Power and Associates, and Star Rankings.
  • Prepare and administer performance evaluations.
  • Provides direct input and influence on the Customer Engagement Managers' performance reviews
  • Recruit team members with a passion for Member Satisfaction.
  • Report and analyze standard measurements used to identify member satisfaction.
  • Research, and review industry best practices and benchmarks against competitors.
  • Work in tandem with other team members of the Health Plan in order to advance mission of the Health Plan.


  • Bachelors Degree required in health related field, business, or degree with applicable experience
  • Masters Degree preferred
  • Minimum of 10 years work experience required with at least 3 in a managed care environment
  • Minimum of 3 years experience with data analysis
  • Minimum of 3 years of project management
  • Minimum of 3 years of member satisfaction involvement
  • Excellent organization and communication skills
  • Excellent oral and written skills
  • Advanced writing skills highly preferred
  • Demonstrated ability and interpersonal skills to effectively influence others to accomplish Health Plan business objectives
  • Ability at evaluate data and develop and implement interventions based upon data
  • Ability to use current technology, as well as to explore and implement new technology as applicable
  • Ability to network and communicate across teams and departments preferred
  • Proven experience in servant leadership highly preferred

    Licensure, Certifications, and Clearances:
    UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $32.95 to $55.80

Union Position: No

Apply Current Employee?


At UPMC, our shared goal is to create a cohesive, positive, experience for our employees, patients, health plan members, and community. If you too are driven by these values, you may be a great fit at UPMC!


UPMC provides a total rewards package that can help you achieve the goals you have for your career and your personal life. Whether you want to learn a new skill through a training course, reach personal health and wellness targets, become more involved in your community, or follow a career path that provides you with the right experience to be successful, UPMC can help you get to where you want to be.


Now more than ever, YOU can help us shape our communities and UPMC into a better place for everyone to work, study, play, and thrive.

Learn more about working here and check out our policies and recent updates.

UPMC Ranked #17 Best Places for Women & Diverse Managers in 2018

Talent Network