Director, Customer Care

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 (hourly/salary):

Salary

Organization Level Competencies

• Fostering a Collaborative Workplace Culture

• Cul