Director, Client Servicing and Operations

Our healthcare system is the leading cause of personal bankruptcy in the U.S. Every year, over 50 million Americans suffer adverse financial consequences as a result of seeking care, from lower credit scores to garnished wages. The challenge is only getting worse, as high deductible health plans are the fastest growing plan design in the U.S.

Cedar’s mission is to leverage data science, smart product design and personalization to make healthcare more affordable and accessible. Today, healthcare providers still engage with its consumers in a “one-size-fits-all” approach; and Cedar is excited to leverage consumer best practices to deliver a superior experience.

Cedar is seeking an experienced contact center professional to lead our servicing function, including leading our contact center teams and own and scale our operations with vendor servicing partners.  This is an exciting opportunity to help shape the servicing and enable AI based innovation at a high-growth company.  The  Director, Services will report to the VP, Implementation and Services. 

Responsibilities

This individual will be a strong and motivational people leader that can independently lead Cedar’s servicing teams and vendor partnerships. 

The servicing function role at Cedar includes the following:

• Manage operations for a growing portfolio of vendor partners, ensuring SLA attainment, serving as the face of our Servicing teams.  
• Identify patient call trends and partner across teams at Cedar to develop and improve the end user and patient experience
• Fielding inbound calls, chats, and emails
• Managing the return mail process on behalf of clients
• Documenting and training on processes and policies
• Coaching and capacity and performance management for a team of ~100 individuals comprised of quality assurance, training and patient advocates (call agents)
• Overall functional ownership, using data driven approaches to build for scale, improve operating leverage and unlock customer references. 

In addition to execution of the above, this individual will oversee the creation of metrics, workflows, quarterly OKRs, and escalation processes to ensure execution of strategic initiatives and continuous improvement. This role will also include cross-functional partnership Cedar teams such as Growth, Delivery, Product and Finance.

Required Skills & Experience

• Demonstrated vendor management experiencing scaling a high quality outsourced contact center service delivery model that delights customers, with a preference for candidates with experience managing an international partners
• Client gravitas which includes the ability to communicate effectively and persuasively with client counterparts at all levels
• Demonstrated contact center leadership experience which includes team leadership, client management and contact center software
• Demonstrated ownership and cross-functional leadership of process improvements, best practices implementation or strategic initiatives that improve the patient and/or client experience. 
• Ability to develop vendor servicing strategy to achieve financial and operational targets through vendor negotiations and data driven management
• Independently source and surface trends and opportunities to Client Management, Product Management supporting investments that drive continuous improvement and customer delight
• Passion for developing team and supporting managers
• Healthcare experience a plus, though not required
• Problem solving and persistence to drive to resolution

Compensation Range and Benefits

• Salary/Hourly Rate Range*: $172,100 Min - $ 225,000 
• This role is also equity eligible 
• This role offers a competitive benefits and wellness package

*Subject to location, experience, and education

#LI-REMOTE

What do we offer to the ideal candidate?

• A chance to improve the U.S. healthcare system at a high-growth company! Our leading healthcare financial platform is scaling rapidly, helping millions of patients per year
• Unless stated otherwise, most roles have flexibility to work from home or in the office, depending on what works best for you
• For exempt employees: Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take at least 20 days of vacation per year to ensure dedicated time to spend with loved ones, explore, rest and recharge
• 16 weeks paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work
• Diversity initiatives that encourage Cedarians to bring their whole selves to work, including three employee resource groups: be@cedar (for BIPOC-identifying Cedari