CareSource
Job Summary
Job Summary:
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
Strong project management skills
Knowledge of call center operations and trends
Strategic management skills
Strong negotiation 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
Attention to detail
Ability to develop, prioritize and accomplish goals/time management
Executive management skills
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
Compensation Range $113,000.00 - $197,700.00 CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.
Compensation Type Salary
Competencies Fostering a Collaborative Workplace Culture- Cultivate Partnerships- Develop Self and Others- Drive Execution- Influence Others- Pursue Personal Excellence- Understand the Business
This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an environment of belonging that welcomes and supports individuals of all backgrounds.
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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
Strong project management skills
Knowledge of call center operations and trends
Strategic management skills
Strong negotiation 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
Attention to detail
Ability to develop, prioritize and accomplish goals/time management
Executive management skills
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
Compensation Range $113,000.00 - $197,700.00 CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.
Compensation Type Salary
Competencies Fostering a Collaborative Workplace Culture- Cultivate Partnerships- Develop Self and Others- Drive Execution- Influence Others- Pursue Personal Excellence- Understand the Business
This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an environment of belonging that welcomes and supports individuals of all backgrounds.
#J-18808-Ljbffr