Director I Customer Care

Elevance Health; Vaughan; On-site; USD 100,000 - 150,000; Full time

Job summary

Elevance Health is seeking a Director I Customer Care to oversee a range of services for policy owners and field staff. This role involves developing complaint resolution procedures, managing budgets, and ensuring staff development. Ideal candidates will have a BA/BS degree and significant leadership experience in the healthcare sector.

Qualifications

• At least 7 years of leadership experience in healthcare.
• Experience in managed care or healthcare insurance.
• Ability to influence senior management.

Responsibilities

• Oversee services for policy owners and field staff.
• Develop and implement complaint resolution procedures.
• Manage the annual operating budget.

Skills

Leadership

Strategic Thinking

Problem-Solving

Communication

Negotiation

Education

BA/BS degree

MA/MBA preferred

Tools

Microsoft Office

Job description

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Location: This role will be full-time onsite in Nashville, TN.

CareBridge Health, a proud member of the Elevance Health family within our Carelon business, exists to enable individuals in home and community-based settings to maximize their health, independence, and quality of life through home-care and community-based services.

The Director I Customer Care is responsible for overseeing a broad range of services for policy owners/clients and field staff to maintain in-force policies or support new business. This may include oversight of functions such as claims, customer service, enrollment and billing, document management, mail services, and appeals.

How You Will Make An Impact

1. Develops and implements complaint resolution procedures and ensures the team is staffed and trained to handle inquiries from agents and policyholders.
2. Sets and monitors short- and long-term customer service objectives.
3. Encourages staff development and training.
4. Stays updated on relevant state and federal regulations.
5. Develops and manages the annual operating budget to meet financial and service goals.
6. Hires, trains, coaches, and evaluates the performance of direct reports.

Minimum Requirements

BA/BS degree and at least 7 years of leadership experience, or an equivalent combination of education and experience.

Preferred Skills, Capabilities, and Experience

• MA/MBA preferred.
• Proven leadership in the managed care/healthcare insurance industry.
• Strong strategic thinking, decision-making, problem-solving, and adaptability skills.
• Experience collaborating with cross-functional teams and aligning efforts towards common goals.
• Ability to interact confidently with senior management and influence decision-making.
• Excellent communication and negotiation skills.
• Proficiency in Microsoft Office, especially PowerPoint, Teams, Outlook, Excel, and Word.

For URAC-accredited areas, strong communication, problem-solving, facilitation, and analytical skills are expected.

Note: Elevance Health only accepts resumes from agencies with a signed agreement. Unsolicited resumes are considered property of Elevance Health.

About Elevance Health

We are a Fortune 25 company dedicated to improving lives and making healthcare simpler. We value creating a culture of growth and shared success, offering competitive rewards and a hybrid work environment.

All new candidates in certain roles must be vaccinated against COVID-19 and Influenza, unless an exemption is provided. We are an Equal Employment Opportunity employer and follow all applicable laws regarding employment and accommodations.

Additional Information

• Seniority level: Director
• Employment type: Full-time
• Industry: Hospitals and Health Care