Director - Customer Experience
Director - Customer Experience
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1 Vacancy
Job Description
Location:
Avera Health PlansWorker Type:
RegularWork Shift:
Primarily days with possible weekends/evenings/holidays (United States of America)Position Highlights
Please see updated job profile attached.
You Belong at Avera
Be part of a multidisciplinary team built with compassion and the goal of Moving Health Forward for you and our patients. Work where you matter.
A Brief Overview
The Director of Avera Health Plan Customer Experience oversees all aspects of customer service ensuring high satisfaction efficient operations and alignment with the organizations goals. This role involves developing strategies managing teams and implementing initiatives to enhance the overall customer experience. The Director is responsible for planning motivating and providing direction and leadership to matrixed and functional resources both within and outside the direct customer services and enrollment teams. Directs the collection of customer and client feedback analysis and design of specific practices around customer experience and member eligibility and enrollment services. Directs and manages customer and client experience tracking to ensure department metrics are in line with strategy. Responsible for the department budgets and for managing overall operational performance using best practices. The Director must resourcefully respond to key business opportunities regulatory changes and competition. Collaboration cooperation and shared accountability with product directors to support and accomplish strategic goals of Avera Health Plans. This position is responsible for the operational functions spanning Call Center (member and provider) Enrollment and Recon Correspondence and the point of contact for our Health Plan facility providing exceptional service and experience to our members providers customers and employees.
What you will do
- Directing the standards for best in class customer experience across the enterprise as measured by the plans CAHPS and Net Promoter Scores. Ensuring compliance with relevant regulations and standards.
- Responsible for supporting productlevel budget planning and forecasting of resource needs.
- Make workforce and workflow management decisions to ensure service level agreements are met across all channels and prioritizes emerging issues coordinating timely resolutions.
- Ensures the overall integrity of functional processes including policies and procedures performance standards and operational work instructions.
- Primary liaison to external vendors supporting enrollment and customer experience tools such as the member and client portals with oversight to both daytoday functions and ad hoc needs.
- Responsible for vendor management and involvement in ensuring operational fixes and/or administrative issues are handled policy and procedure development implementation support involvement in product training content change management business requirement development product pricing development of product performance tools and product pricing.
- Establishes and executes new member/ new client onboarding plan for all lines of business focusing on member retention and member satisfaction. Manage performance reporting including developing and reporting on key performance indicators (KPIs) related to customer service and experience across the functions while maintaining quality assurance programs to ensure high standards of customer service are met consistently.
- Leads strategic initiatives that drive customer satisfaction growth and retention working crossfunctionally to support omnichannel growth and positive customer sentiment.
- Accountable for the development and maintenance of a content and training curriculum to empower Customer Experience team member with tools and knowledge to serve customers.
- Direct the application of facilitated techniques such as: customer journey ecosystem mapping and continuous process improvement to align stakeholders around a shared vision for new strategic initiatives and solution development.
- Responsibilities include interviewing hiring developing training and retaining employees; planning assigning and leading work; appraising performance; rewarding and coaching employees; addressing complaints and resolving problems.
Essential Qualifications
The individual must be able to work the hours specified. To perform this job successfully an individual must be able to perform each essential job function satisfactorily including having visual acuity adequate to perform position duties and the ability to communicate effectively with others hear understand and distinguish speech and other sounds. These requirements and those listed above are representative of the knowledge skills and abilities required to perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions as long as the accommodations do not cause undue hardship to the employer.
Required Education License/Certification or Work Experience:
- 46 years of applicable management/leadership experience with proven leadership skills including the ability to motivate and develop teams.
- Experience in managing communications up and down an organization both written and verbal.
- Strong problemsolving skills including the ability to identify and resolve issues quickly. In addition experience in leveraging process improvement methods to enhance and mature operational processes to address root cause of common issues and problems.
Preferred Education License/Certification or Work Experience:
- Bachelors in Business or related field.
- 13 years of professional experience in the healthcare industry preferably health plan experience.
- Experience and knowledge in developing operational customer service metrics and analytics.
- Experience in strengthening customer engagement to promote positive experiences and develop and maintain further programs and initiatives to respond to customers and partners effectively.
- CRM experience (Customer Relationship Management) software and the ability to track performance and analyze data.
Expectations and Standards
- Commitment to the daily application of Averas mission vision core values and social principles to serve patients their families and our community.
- Promote Averas values of compassion hospitality and stewardship.
- Uphold Averas standards of Communication Attitude Responsiveness and Engagement (CARE) with enthusiasm and sincerity.
- Maintain confidentiality.
- Work effectively in a team environment coordinating work flow with other team members and ensuring a productive and efficient environment.
- Comply with safety principles laws regulations and standards associated with but not limited to CMS The Joint Commission DHHS and OSHA if applicable.
Benefits You Need & Then Some
Avera is proud to offer a wide range of benefits to qualifying parttime and fulltime employees. We support you with opportunities to help live balanced healthy lives. Benefits are designed to meet needs of today and into the future.
PTO available day 1 for eligible hires.
Free health insurance options for fulltime single coverage on Avera High Deductible Health Plan
Up to 5% employer matching contribution for retirement
Career development guided by handson training and mentorship
Avera is an Equal Opportunity Employer Qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability Veteran Status or other categories protected by law. If you are an individual with a disability and would like to request an accommodation for help with your online application please callor send an email to .
Required Experience:
Director
Employment Type
Full-Time
