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:

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):

Organization Level Competencies

• Fostering a Collaborative Workplace Culture

• Cultivate Partnerships

• Develop Self and Others

• Drive Execution

• Influence Others

• Pursue Personal Excellence

• Understand the Business

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an environment of belonging that welcomes and supports individuals of all backgrounds.