CareSource
Director, Customer Care – R11505 at CareSource
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Director, Customer Care - R11505
role at
CareSource
Job Summary The Director, Customer Care has overarching responsibility for building a best‑in‑class service experience for our Members and Providers across all products and markets. This senior leader influences the member experience throughout the 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 and Team Leaders in building a high‑performance culture, setting goals, defining reward & recognition programs, identifying training needs, and driving personal accountability
Regularly engage with leaders across operations, market, and clinical units to provide insight into opportunities
Monitor regulatory requirements and oversee all submissions in existing and future lines of business
Deliver recommendations to improve self‑service tools (IVR, digital products, etc.) based on top contact types
Continuously review and improve business process workflow
Facilitate problem identification, analysis, and resolution to enhance member/provider experience
Utilize meetings to gather information and provide feedback and developmental ideas to staff members
Analyze data and identify monthly trends to ensure company expectations are met
Identify information system inefficiencies and formulate recommendations
Stay 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 work experience (required)
Master’s degree preferred
Minimum of ten (10) years in a call center or similar environment (required)
Minimum of five (5) years of management experience, preferably call‑center management (required)
Multi‑site leadership or work‑from‑home experience preferred
Experience in a call center and health insurance preferred
Staffing and forecasting experience preferred
Lean Sigma/Continuous Improvement/Design Thinking experience preferred
Managed care experience 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
Technical writing skills
Team and staff development skills
Collaboration and conflict resolution skills
Proven leadership with ability to build relationships and influence at all levels
Process and analytical skills with ability to define outcome measures and key performance metrics
Ability to work in a fast‑paced environment
Attention to detail
Goal planning, prioritization, and time‑management proficiency
Executive management skills
Decision‑making and problem‑solving skills
Exceptional written and verbal communication skills, with presentation ability across levels
Interpersonal skills and 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; requires sitting or standing for extended periods
Travel as required by business needs
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, discretion and latitude required for the role, and other external and internal data when establishing a salary level. Eligible employees may also 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
Additional Competencies
Fostering a collaborative workplace culture – cultivate partnerships, develop self and others, drive execution, influence others, pursue personal excellence, understand the business
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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Director, Customer Care - R11505
role at
CareSource
Job Summary The Director, Customer Care has overarching responsibility for building a best‑in‑class service experience for our Members and Providers across all products and markets. This senior leader influences the member experience throughout the 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 and Team Leaders in building a high‑performance culture, setting goals, defining reward & recognition programs, identifying training needs, and driving personal accountability
Regularly engage with leaders across operations, market, and clinical units to provide insight into opportunities
Monitor regulatory requirements and oversee all submissions in existing and future lines of business
Deliver recommendations to improve self‑service tools (IVR, digital products, etc.) based on top contact types
Continuously review and improve business process workflow
Facilitate problem identification, analysis, and resolution to enhance member/provider experience
Utilize meetings to gather information and provide feedback and developmental ideas to staff members
Analyze data and identify monthly trends to ensure company expectations are met
Identify information system inefficiencies and formulate recommendations
Stay 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 work experience (required)
Master’s degree preferred
Minimum of ten (10) years in a call center or similar environment (required)
Minimum of five (5) years of management experience, preferably call‑center management (required)
Multi‑site leadership or work‑from‑home experience preferred
Experience in a call center and health insurance preferred
Staffing and forecasting experience preferred
Lean Sigma/Continuous Improvement/Design Thinking experience preferred
Managed care experience 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
Technical writing skills
Team and staff development skills
Collaboration and conflict resolution skills
Proven leadership with ability to build relationships and influence at all levels
Process and analytical skills with ability to define outcome measures and key performance metrics
Ability to work in a fast‑paced environment
Attention to detail
Goal planning, prioritization, and time‑management proficiency
Executive management skills
Decision‑making and problem‑solving skills
Exceptional written and verbal communication skills, with presentation ability across levels
Interpersonal skills and 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; requires sitting or standing for extended periods
Travel as required by business needs
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, discretion and latitude required for the role, and other external and internal data when establishing a salary level. Eligible employees may also 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
Additional Competencies
Fostering a collaborative workplace culture – cultivate partnerships, develop self and others, drive execution, influence others, pursue personal excellence, understand the business
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