Director, Customer Care(Must live in Nevada, Preferred Experience with Leadership, MCO's and Op[...]

CareSource; Nevada (IA); On-site; USD 90,000 - 194,000; Full time

Job summary

A leading company in health care is seeking a Director of Customer Care who will be responsible for building a best-in-class service experience across products and markets. The ideal candidate needs a strong background in leadership and call center management, with a focus on continuous improvement and regulatory compliance.

Qualifications

• 10+ years in call center or similar environment required.
• 5+ years of management experience, preferably in call center.
• Experience in health insurance preferred.

Responsibilities

• Oversee service experience improvement for Members and Providers.
• Lead customer care team with a focus on performance.
• Monitor compliance with regulatory requirements.

Skills

Leadership

Data Analysis

Communication

Problem Solving

Education

Bachelor of Science/Arts in a Business related field

Master’s degree

Tools

Microsoft Word

Excel

PowerPoint

Visio

Job description

Director, Customer Care(Must live in Nevada, Preferred Experience with Leadership, MCO's and Operations)

Director, Customer Care(Must live in Nevada, Preferred Experience with Leadership, MCO's and Operations)

The Director, Customer Care has overarching responsibility for building a best – in – class service experience for our Members and Providers, across our products and markets. This role serves as a key senior leader within the call center and influences the member experience across our growing organization.

Essential Functions:

• Passionate leader of designing Member/Provider Experience service process and ensuring the continuous improvement of service experience across markets and products
• Lead a team of Customer Care Managers, Team Leaders in building a High Performance Culture – goal/expectation setting, defining Reward & Recognition Programs, identifying ongoing Training Needs & driving focus on Personal Accountability
• Regularly engage with leaders across the organization (Market; Operations; Clinical) to provide insight into opportunities
• Monitor all regulatory requirements and oversight of all submissions in existing and future lines of business
• Deliver recommendations related to improvements to Self-Service tools (IVR, Digital Products etc.) based on Top Contact Types
• Continuous review and improvement of business process workflow
• Facilitate/promote problem identification, analysis and resolution across the organization in an effort to improve member/provider experience
• Utilize formal and informal meetings to gather information and provide feedback and developmental ideas to staff members
• Analyze data and identify trends monthly to ensure company expectations are met
• Identify information system inefficiencies and formulate recommendations
• Keep abreast of new call center technology and service concepts
• Perform any other job duties as requested

Education and Experience:

• Bachelor of Science/Arts in a Business related field or equivalent years of work experience is required
• Master’s degree is preferred
• Minimum of ten (10) years of experience in a call center or similar environment is required
• Minimum of five (5) years of management experience is required, preferably call center management
• Multi-site leadership/ Work from Home experience preferred
• Experience in a call center and health insurance is preferred
• Staffing and forecasting experience is preferred
• Lean Sigma/Continuous Improvement/Design Thinking experience preferred
• Managed care experience is preferred

Competencies, Knowledge and Skills:

• Advanced knowledge of Microsoft Word, Excel, PowerPoint and Visio
• Strong data analysis and trending skills
• Knowledge of call center operations and trends
• Strategic management skills
• Good technical writing skills
• Strong team and staff development skills
• Strong collaboration and conflict resolution skill sets
• Proven leadership with the ability to build relationships/collaborate and influence at all levels
• Strong process and analytical skills with the ability to articulate and define outcome measures that capture key performance metrics
• Ability to work in a fast-past environment
• Ability to develop, prioritize and accomplish goals/time management
• Strong decision making and problem solving skills
• Exceptional communication skills (both written and verbal) with the ability to present information in a variety of different formats to all levels
• Strong interpersonal skills & high level of professionalism
• Ability to work independently and within a team environment
• Effective active listening and critical thinking skills

Licensure and Certification:

• None

Working Conditions:

• General office environment; may be required to sit or stand for extended periods of time
• Ability to travel as required by the needs of the business

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management, Project Management, and Strategy/Planning

• Industries

  Hospitals and Health Care

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