Director of Member Experience, Cancer Care Direct

About Employer Direct Healthcare

Employer Direct healthcare (EDH) is on a mission to transform access to excellent care for the moments that matter most. As the leading provider of surgical benefits for self-insured employers, we bring guided access to high-quality, affordable care for employers, their employees and the family members. We understand and have experienced the challenges of navigating specialized healthcare and we are dedicated to making a change.

EDH is the market leader for Independent Centers of Excellence (CoE). We have challenged the status quo in healthcare by bringing top quality surgeons within reach of all. Our surgeon-first model is the largest and most accessible network (3-4x larger than our peers), which has delivered an ROI 3x our peers. We serve hundreds of self-funded plan sponsors across 1000+ employers, representing over 4 million people across the U.S. We've saved our clients over $700 million since we were founded! 

Ultimately, the US healthcare system at-large is flawed. Costs continue to rise while life expectancy stagnates. We are moving the needed on this problem by improving surgery outcomes - making people healthier - and lowering healthcare costs at the same time. 

 

About You:

• You have a drive and AMBITION to tackle big problems. Big problems require big ideas and a team that supports new ideas.
• You CARE deeply for your customers. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change.
• You thrive in a TEAM ENVIRONMENT. Collaboration is key in innovation and creating change.
• A DIVERSE environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You are DETAIL ORIENTED, but more so, focus on the execution of your content while balancing a fast-paced environment.
• You understand that PROGRESS is critical to making change. You take the time to celebrate the small and big wins. Understanding that each improvement to a process helps move towards a greater change.
• INTEGRITY guides you in life. Focusing on the truth versus just giving people the answers they want to hear.

 

If this sounds like you, we would love to connect to speak further about career opportunities at Employer Direct Healthcare.

Please apply to our role & someone from our HR Team will reach out to help you navigate our interview process.

 

Director of Member Experience, Cancer Care Direct

This role will be a key leader for the Cancer Care Direct care team with a hands-on approach to achieve the highest levels of member satisfaction, high quality care and to meet the organizational goals for member experience and operational excellence. The Director of Member Experience will play a key role in growing and transforming our service delivery and overall member experience (translated into increased utilization of our Cancer Care Direct offering for patients with active cancer and in survivorship). 

This position relies on an individual who can act as the lead expert in business knowledge in all dimensions of customer experience and is deeply rooted in core aspects of customer service operations and technology (our customer includes the patient and their families/caregivers). The role will be grass roots, building and owning essential programs around areas such as L&D, experience quality management, WFM protocols ,KPI build and ability to lay the foundation for rapid scale. The role will require a positive, can-do attitude with considerable flexibility and adaptability, as well as the appropriate persistence when managing relationships with our customers, business partners and other EDHC teams. You will be expected to exercise independent judgement within defined practices and procedures to determine appropriate action, follow established guidelines (or create them) and evaluate unique circumstances and make recommendations. This individual must also be willing to constantly learn and demonstrate competencies in new technologies, products, and solutions, in addition to making tangible