Director I Customer Care

Anticipated End Date:

Position Title:

Job Description:

Director I Customer Care

Location: This role requires associates to be in-office three days per week fostering collaboration and connectivity while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of remote work promoting a dynamic and adaptable workplace. Alternate locations may be considered.

The Director I Customer Care is responsible for directing an area responsible for providing a broad range of services needed by policy owners/clients and filed force to maintain in-force policies or new business. May include oversight of multiple functions within claims customer service enrollment and billing document management mail services appeals etc.

How you will make an impact:

• Develops/implements complaint resolution procedures and ensures area is staffed and trained to handle inquiries from agents and policy owners.
• Develops short/long-term customer service objectives and continuously monitors procedures to ensure these are met by staff.
• Encourages staff development/training. Stays abreast of state/federal regulations.
• Develops and manages the annual operating budget within financial objectives and in a manner which ensures that service and goals are met.
• Hires trains coaches counsels and evaluates performance of direct reports.

Minimum Requirements:

• Requires a BA/BS degree and a minimum of 7 years leadership experience; or any combination of education and experience which would provide an equivalent background.

Preferred Skills Capabilities and Experiences:

• Strong oral written and interpersonal communication skills
• Problem-solving skills
• Facilitation skills
• Analytical skills
• Extensive experience building and leading teams in an infusion business
• Business/functional transformation experience
• Effectiveness in managing stakeholders

Job Level:

Workshift:

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Please be advised that Elevance Health only accepts resumes for compensation from agencies that have a signed agreement with Elevance Health. Any unsolicited resumes including those submitted to hiring managers are deemed to be the property of Elevance Health.

Who We Are

Elevance Health is a health company dedicated to improving lives and communities and making healthcare simpler. We are a Fortune 25 company with a longstanding history in the healthcare industry looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve.

How We Work

At Elevance Health we are creating a culture that is designed to advance our strategy but will also lead to personal and professional growth for our associates. Our values and behaviors are the root of our culture. They are how we achieve our strategy power our business outcomes and drive our shared success - for our consumers our associates our communities and our business.

We offer a range of market-competitive total rewards that include merit increases paid holidays Paid Time Off and incentive bonus programs (unless covered by a collective bargaining agreement) medical dental vision short and long term disability benefits 401(k) match stock purchase plan life insurance wellness programs and financial education resources to name a few.

Elevance Health operates in a Hybrid Workforce Strategy. Unless specified as primarily virtual by the hiring manager associates are required to work at an Elevance Health location at least once per week and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process.

The health of our associates and communities is a top priority for Elevance Health. We require all new candidates in certain patient/member-facing roles to become vaccinated against COVID-19 and Influenza. If you are not vaccinated your offer will be rescinded unless you provide an acceptable explanation. Elevance Health will also follow all relevant federal state and local laws.

Elevance Health is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to age citizenship status color creed disability ethnicity genetic information gender (including gender identity and gender expression) marital status national origin race religion sex sexual orientation veteran status or any other status or condition protected by applicable federal state or local laws. Applicants who require accommodation to participate in the job application process may contact for assistance. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal state and local laws including but not limited to the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act.