Director, Customer Experience & Outreach

The Director of Customer Experience & Outreach is a strategic leader responsible for driving growth, retention, and member satisfaction across the Nascentia Health organization. The Director partners cross-functionally to ensure a seamless, member-centered experience across all touchpoints while aligning outreach initiatives with organizational growth objectives and regulatory requirements. This position has direct oversite of agents and brokers, community and provider outreach, and represents the entire Nascentia Health system and must be familiar with, and able to effectively explain and communicate all of Nascentia Health plans and services.

Performance Responsibilities and Standards:

1. Develop and implement a business plan to identify new opportunities and to drive business collaboration opportunities for the customer care market, including Nascentia’s Institutional Special Needs Plan (I-SNP).
2. Build strategic partnerships with community-based organizations, providers, and advocacy groups to enhance member reach and trust.
3. Notify current and potential partners about key business developments.
4. Oversee agent and field outreach programs to maximize enrollment opportunities.
5. Monitor effectiveness and adjust strategies to optimize engagement.
6. Continually monitors activities of health industry competitors, providing information and metrics to executive leadership.
7. Collaborate regularly with customer service, enrollment, and other internal departments to strategize and execute initiatives related to improving customer service and satisfaction.
8. Analyze customer service performance data as well as customer interaction results to manage overall team’s performance and to make improvements to the service model. Maximize efficiencies and process improvements to supplement staffing needs.
9. Lead, mentor, and develop a high-performing Medicare agent and outreach team.
10. Work closely with marketing department to provide market feedback and for product development ideas.
11. Manage departmental budget and resource allocation to maximize impact and scalability.
12. Serve on specialty committees as needed, taking the lead on initiatives that fall within the scope of practice.
13. Promote a positive customer service approach to client and employee contact, internally and externally.
14. Other duties as assigned.

Requirements:

1. Bachelor’s Degree required with at least 4 years marketing/sales experience in the healthcare field.
2. Current NY Health Insurance License or have the ability to obtain it within three months from date of hire.
3. Must be able to work independently in a fast-paced environment with ability to meet stringent deadlines and quickly adjust according to system needs.
4. Excellent writing skills with strong interpersonal communication and problem-solving skills.
5. Strong presentation skills.
6. Ability to support and interface with a wide cross section of internal and external audiences with varying levels of experience.
7. Strong working knowledge of, and experience using a wide variety of software platforms and customer success platforms including Microsoft Office Suite (Outlook, Word, Excel and PowerPoint) and customer relationship management software.
8. Self-starter who is highly organized and motivated with the ability to multi-task.
9. Significant travel across New York State (must have valid NYS driver’s license).
10. Ensure compliance with CMS, state, and regulatory requirements related to communications, member enga