Director - Customer Experience

Avera Health; Sioux Falls (SD); On-site; USD 60,000 - 100,000; Full time

Job summary

Join a forward-thinking organization dedicated to enhancing customer experiences in the healthcare sector. As the Director of Customer Experience, you'll lead a dynamic team, ensuring high satisfaction and operational efficiency. Your role will involve strategic planning, managing cross-functional teams, and implementing initiatives that directly impact patient care. This position offers the opportunity to influence key metrics and drive improvements across the organization. If you're passionate about making a difference and thrive in a collaborative environment, this role is perfect for you.

Benefits

PTO available day 1

Free health insurance options

Up to 5% employer matching contribution for retirement

Career development training and mentorship

Qualifications

• 4-6 years of management experience with proven leadership skills.
• Experience in managing communications and problem-solving.

Responsibilities

• Oversee customer service operations ensuring high satisfaction.
• Develop strategies to enhance customer experience and retention.

Skills

Leadership

Communication

Problem-solving

Customer Experience Management

Education

Bachelor's in Business or related field

Tools

CRM software

Job description

Location:

Avera Health Plans

Worker Type:

Regular

Work Shift:

Primarily days with possible weekends/evenings/holidays (United States of America)

Position Highlights

Please see updated job profile attached.

You Belong at Avera

Be part of a multidisciplinary team built with compassion and the goal of Moving Health Forward for you and our patients. Work where you matter.

A Brief Overview

The Director of Avera Health Plan Customer Experience oversees all aspects of customer service, ensuring high satisfaction, efficient operations, and alignment with the organization's goals. This role involves developing strategies, managing teams, and implementing initiatives to enhance the overall customer experience. The Director is responsible for planning, motivating and providing direction and leadership to matrixed and functional resources both within and outside the direct customer services and enrollment teams. Directs the collection of customer and client feedback, analysis, and design of specific practices around customer experience and member eligibility and enrollment services. Directs and manages customer and client experience tracking to ensure department metrics are in line with strategy. Responsible for the department budgets and for managing overall operational performance using best practices. The Director must resourcefully respond to key business opportunities, regulatory changes and competition. Collaboration, cooperation, and shared accountability with product directors to support and accomplish strategic goals of Avera Health Plans. This position is responsible for the operational functions spanning Call Center (member and provider), Enrollment and Recon, Correspondence and the point of contact for our Health Plan facility providing exceptional service and experience to our members, providers, customers and employees.

What you will do

• Directing the standards for best in class customer experience across the enterprise as measured by the plans CAHPS and Net Promoter Scores. Ensuring compliance with relevant regulations and standards.
• Responsible for supporting product-level budget, planning and forecasting of resource needs.
• Make workforce and workflow management decisions to ensure service level agreements are met across all channels and prioritizes emerging issues coordinating timely resolutions.
• Ensures the overall integrity of functional processes including policies and procedures, performance standards and operational work instructions.
• Primary liaison to external vendors supporting enrollment and customer experience tools such as the member and client portals, with oversight to both day-to-day functions and ad hoc needs.
• Responsible for vendor management and involvement in ensuring operational fixes and/or administrative issues are handled, policy and procedure development, implementation support, involvement in product training content, change management, business requirement development, product pricing, development of product performance tools, and product pricing.
• Establishes and executes new member/ new client onboarding plan for all lines of business, focusing on member retention and member satisfaction. Manage performance reporting including developing and reporting on key performance indicators (KPIs) related to customer service and experience across the functions while maintaining quality assurance programs to ensure high standards of customer service are met consistently.
• Leads strategic initiatives that drive customer satisfaction, growth, and retention working cross-functionally to support omnichannel growth and positive customer sentiment.
• Accountable for the development and maintenance of a content and training curriculum to empower Customer Experience team member with tools and knowledge to serve customers.
• Direct the application of facilitated techniques such as: customer journey, ecosystem mapping and continuous process improvement to align stakeholders around a shared vision for new strategic initiatives and solution development.
• Responsibilities include interviewing, hiring, developing, training, and retaining employees; planning, assigning, and leading work; appraising performance; rewarding and coaching employees; addressing complaints and resolving problems.

Essential Qualifications

The individual must be able to work the hours specified. To perform this job successfully, an individual must be able to perform each essential job function satisfactorily including having visual acuity adequate to perform position duties and the ability to communicate effectively with others, hear, understand and distinguish speech and other sounds. These requirements and those listed above are representative of the knowledge, skills, and abilities required to perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions, as long as the accommodations do not cause undue hardship to the employer.

Required Education, License/Certification, or Work Experience:

• 4-6 years of applicable management/leadership experience with proven leadership skills, including the ability to motivate and develop teams.
• Experience in managing communications up and down an organization both written and verbal.
• Strong problem-solving skills including the ability to identify and resolve issues quickly. In addition, experience in leveraging process improvement methods to enhance and mature operational processes to address root cause of common issues and problems.

Preferred Education, License/Certification, or Work Experience:

• Bachelor's in Business or related field.
• 1-3 years of professional experience in the healthcare industry, preferably health plan experience.
• Experience and knowledge in developing operational customer service metrics and analytics.
• Experience in strengthening customer engagement to promote positive experiences and develop and maintain further programs and initiatives to respond to customers and partners effectively.
• CRM experience (Customer Relationship Management) software and the ability to track performance and analyze data.

Expectations and Standards

• Commitment to the daily application of Avera’s mission, vision, core values, and social principles to serve patients, their families, and our community.
• Promote Avera’s values of compassion, hospitality, and stewardship.
• Uphold Avera’s standards of Communication, Attitude, Responsiveness, and Engagement (CARE) with enthusiasm and sincerity.
• Maintain confidentiality.
• Work effectively in a team environment, coordinating work flow with other team members and ensuring a productive and efficient environment.
• Comply with safety principles, laws, regulations, and standards associated with, but not limited to, CMS, The Joint Commission, DHHS, and OSHA if applicable.

Benefits You Need & Then Some

Avera is proud to offer a wide range of benefits to qualifying part-time and full-time employees. We support you with opportunities to help live balanced, healthy lives. Benefits are designed to meet needs of today and into the future.

• PTO available day 1 for eligible hires.

• Free health insurance options, for full-time single coverage on Avera High Deductible Health Plan

• Up to 5% employer matching contribution for retirement

• Career development guided by hands-on training and mentorship

Avera is an Equal Opportunity Employer - Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, Veteran Status, or other categories protected by law. If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-605-504-4444 or send an email to [e-mail] .