Consumer Experience Service Designer

Virginia Beach, VA - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

City/State

Virginia Beach VA

Work Shift

First (Days)

Overview:

Service Designer Consumer Experience

Position Summary
The Service Designer will play a critical role in shaping how patients and members experience care within Sentara Health. This individual will collaborate with journey managers clinical and operational leaders across the system to map analyze and maintain end-to-end journeys for both care delivery and health plan consumer interactions. By applying design thinking journey mapping and service blueprinting the Service Designer will help identify friction points improve touchpoints across channels and create seamless consumer-centered experiences.

Key Responsibilities

Journey Mapping and Maintenance

Develop document and maintain detailed journey maps across care delivery and health plan domains (e.g. Find and Schedule Care Member Enrollment and Onboarding etc.).

Partner with Journey Management to translate current-state journeys into actionable future-state designs that enhance consumer experience and operational efficiency.

Maintain journey asset libraries for ongoing system-wide use and alignment.

Care Delivery Journeys

Map and optimize experiences for:

Find and schedule care

Primary and specialty patient care

Acute patient care

Paying for care

Complex patient care navigation

Health Plan Journeys

Map and optimize experiences for:

Enrollment and onboarding

Provider selection and benefit utilization

Cost management and claims

Member issue resolution

Member renewal and retention

Design and Facilitation

Facilitate co-design sessions with patients members clinicians and operational teams to surface needs and pain points.

Develop service blueprints that connect front-stage consumer touchpoints with back-stage processes systems and staff roles.

Collaborate with digital clinical and operations teams to ensure journey solutions align with organizational strategy and technology.

Measurement and Continuous Improvement

Define journey success metrics aligned with consumer outcomes utilization and satisfaction.

Partner with Consumer Insights and Analytics teams to track journey performance and recommend continual improvements.

Embed insights feedback and data into design refinements.

Qualifications

Requirement:

3 years of experience in service design CX/UX strategy or healthcare experience strategy.
Expertise in journey mapping and service blueprinting tools ( e.g. Miro Figma Lucid Smaply)
Strong understanding of care delivery workflows and health plan administration processes
Proven track record in facilitating cross-functional workshops and leading human-centered design initiatives

Certification:

No specific certifications are required

Education:

Bachelors degree in Service Design Experience Design Healthcare Administration or related field (Masters preferred).

3 years of experience in service design CX/UX strategy or healthcare experience strategy.

Expertise in journey mapping and service blueprinting tools (e.g. Miro Figma Lucid Smaply).

Experience working within healthcare at a health system health plan or integrated delivery network.

Knowledge of regulatory and compliance considerations and their impact on healthcare journeys.

Knowledge of care management models and digital health solutions.

Comfort with metrics-based management and linking journeys to measurable organizational outcomes.

Onsite Expectations

Position is currently listed as remote but hybrid accommodations can be made (in-office work 2-3 days a week) if candidate is local to Sentara headquarters in Virginia Beach VA.

Reporting Structure

Position will start by reporting to the Director of Consumer Experience but post-onboarding will transition to report to the Journey Management team.

Benefits: Caring For Your Family and Your Career

Medical Dental Vision plans

Adoption Fertility and Surrogacy Reimbursement up to $10000

Paid Time Off and Sick Leave

Paid Parental & Family Caregiver Leave

Emergency Backup Care

Long-Term Short-Term Disability and Critical Illness plans

Life Insurance

401k/403B with Employer Match

Tuition Assistance $5250/year and discounted educational opportunities through Guild Education

Student Debt Pay Down $10000

Reimbursement for certifications and free access to complete CEUs and professional development

Pet Insurance
Legal Resources Plan
Colleagues have the opportunity to earn an annual discretionary bonus ifestablished system and employee eligibility criteria is met.

Sentara Health is an equal opportunity employer and prides itself on the diversity and inclusiveness of its close to an almost 30000-member workforce. Diversity inclusion and belonging is a guiding principle of the organization to ensure its workforce reflects the communities it serves.

In support of our mission to improve health every day this is a tobacco-free environment.

For positions that are available as remote work Sentara Health employs associates in the following states:

Alabama Delaware Florida Georgia Idaho Indiana Kansas Louisiana Maine Maryland Minnesota Nebraska Nevada New Hampshire North Carolina North Dakota Ohio Oklahoma Pennsylvania South Carolina South Dakota Tennessee Texas Utah Virginia Washington West Virginia Wisconsin and Wyoming.

City/StateVirginia Beach VAWork ShiftFirst (Days)Overview:Service Designer Consumer ExperiencePosition SummaryThe Service Designer will play a critical role in shaping how patients and members experience care within Sentara Health. This individual will collaborate with journey managers clinical and...