Sr. Director, Customer Service and Interaction Management, Commercial

There’s never been a better time to join Blue Shield!

Looking for a chance to do meaningful work that touches millions? Come join the hardest working, nonprofit health plan in California and help us shape the future of health care. Blue Shield of California is focused on transforming health care by making it more accessible, affordable and customer-centric. Being a mission-driven organization means we do much more than serve our 6 million members: we were the first health plan in the nation to limit our annual net income to 2 percent of revenue and return the difference to our customers and the community, and since 2005 we have contributed more than $325 million to the Blue Shield of California Foundation to improve community health and end domestic violence. We also believe that a healthier California begins with our employees, so we provide them with resources to develop and maintain a healthy lifestyle through our award-winning wellness program, Wellvolution. 

We're hiring smart thinkers and doers who want to work for a leader and innovator in the challenging, ever-changing healthcare space. Come and help us make health care better for everyone.

 

Your Role

 

The leader Customer Service and Interaction Management, Commercial for Blue Shield of California is an ambassador for our mission to ‘Create a health care system that is worthy of our family and friends and is sustainably affordable.’ This individual is an important member of the company’s Customer Experience team and is responsible for developing end-to-end customer service strategies for all lines of business. The Sr. Director, Customer Service and Interaction Management is also responsible for informing upstream processes and improvement opportunities.

The Customer Service and Interaction Management, Commercial reports to the VP, Customer Experience and is a people leader with responsibility for approximately 700 FTEs, including Directors, Managers, Supervisors, Business Analysts, Customer Service Representatives and support staff located in multiple sites. The total financial responsibility for the department is approximately $155 million annual cost budget.

 

Your Work

In this role, you will:

The position is ideally located in El Dorado Hills or Lodi, California. However, there is some flexibility for our California office locations if needed. 

Specifically, the Customer Service and Interaction Management, Commercial role will be accountable to:

 

• Collaborate in the development and implementation of immediate and long-term, division-wide business operating strategies and plans
• Create an end-to-end process for managing customer contacts to deliver a superior experience for Blue Shield customers
• Develop and manage customer feedback system to drive upstream process improvements to improve customer experience and lower operating costs
• Apply proven quality improvement methods as well as necessary coaching, learning, and training to achieve performance goals to continuously improve the Member Service group’s performance
• Guide, develop and execute long range strategic plans (3-5 years), including technology roadmap
• Manage annual operating plans and budgets for Blue Shield’s customer service operations
• Define and implement organizational structures to effectively manage Member Service functions for all lines of business and products
• Define, track, and manage key performance metrics for Customer Service operations and ensures that objectives are consistent with external and internal customer expectations and meet competitive benchmarks
• Coordinate with all business stakeholders to ensure linkage with business unit goals and objectives, ensuring sufficient capacity and quality/production support will be available to meet these goals
• Regularly identify and evaluate various technology solutions that improve cost, quality and productivity of Customer Service business processes; work collaboratively with IT Division to build and maintain necessary technology platform for effective Member Service delivery
• Develop sourcing strategy for all key customer service functions; manage outsourcing relationships necessary to improve overall financial and customer service performance 

• Membership: Drive and support growth by delivering core line of business commitments around acquisition, engagement, digital support, as well product and customer experience deliverables
• Revenue: Achieve or exceed Growth's revenue plan
• Operating Income: Achieve or exceed the operating income plan
• Achieve the financial plan of while achieving or exceeding service levels
• Support the improvement of the Medicare Star rating by leading the Medicare call center to achieve 4.5 rating or higher
• Achieve or exceed M