Vice President Service Excellence

Site: Mass General Brigham Health Plan Holding Company Inc.

Mass General Brigham relies on a wide range of professionals including doctors nurses business people tech experts researchers and systems analysts to advance our mission. As a not-for-profit we support patient care research teaching and community service striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

Mass General Brigham Health Plan is an exciting place to be within the healthcare industry. As a member of Mass General Brigham we are on the forefront of transformation with one of the worlds leading integrated healthcare systems. Together we are providing our members with innovative solutions centered on their health needs to expand access to seamless and affordable care and coverage.

Our work centers on creating an exceptional member experience a commitment that starts with our employees. Working with some of the most accomplished professionals in healthcare today our employees have opportunities to learn and contribute expertise within a consciously inclusive environment where diversity is celebrated.

We are pleased to offer competitive salaries and a benefits package with flexible work options career growth opportunities and much more.

The Vice President Service Excellence will lead the strategic vision and execution of customer service delivery initiatives for all lines of business including Commercial Medicaid Medicare Advantage and Dual Eligibles. This executive role is responsible for creating a seamless personalized and high-impact customer service experience for our members providers and partners. The Vice President will drive innovation in customer engagement oversee service operations for members and providers workforce management knowledge center training (partnering with Learning & Development) and customer service quality. The Vice President will champion a culture of excellence that aligns with our mission to improve health outcomes and member and provider satisfaction.

The Vice President Service Excellence will oversee the Commercial Medicaid Medicare and DSNP lines of business customer service departments as well as Workforce Management Knowledge Management and Quality Assurance to ensure a consistent and equitable member and provider experience regardless of line of business. The Vice President will play a strategic role in shaping and executing the organizations member and provider experience with a focus on member satisfaction retention quality and regulatory compliance.

Responsibilities:

Strategic Leadership:

• Develop and execute a comprehensive member and provider service strategy that aligns with organizational goals growth initiatives and customer experience insights gathered by the Customer Experience (CX) team.
• Lead cross-functional teams to design and implement innovative service models that enhance member engagement and satisfaction.
• Drive the integration of service delivery across all touchpoints ensuring consistency quality and accessibility for members and providers.

Operational Excellence:

• Oversee all operational aspects of the member call centers (commercial/Medicaid ACO and Medicare Advantage/Dual Eligibles) and provider call center and partner with CX digital and IT on digital engagement and customer support platforms.
• Meet and exceed all performance metrics for call center operations and quality with a focus on performance guarantees and regulatory requirements.
• Identify and implement process improvements to optimize efficiency responsiveness and service quality.
• Leverage data analytics and member feedback to inform decision-making and continuously improve service delivery.

Customer Experience Innovation:

• Champion a member-first culture that prioritizes empathy accessibility and personalized care.
• Lead the development and execution of customer experience initiatives focused on improving the call center operations incorporating digital solutions and emerging technologies to enhance engagement.
• Establish and monitor key performance indicators (KPIs) to measure service excellence. Coordinate with CX team on existing member satisfaction measures by line of business and assure alignment with data gathering processes in support of a unified view of customer experience.

Collaboration and Stakeholder Engagement:

• Partner with internal teams including product marketing digital/CX operations and clinical leadership to align service strategies with business objectives.
• Engage with external partners providers and community organizations to strengthen relationships and expand service offerings.
• Manage and oversee key vendor relationships for telephony CRM and others as required.
• Serve as a visible and influential leader representing the organization in industry forums and community events.

Data-Driven Decision Making:

• Analyze customer feedback trends and service metrics to drive improvements.
• Use data insights to proactively address customer pain points and enhance experiences.
• Work closely with workforce management IT analytics and digital teams and to optimize reporting and decision making.

Crisis Management and Member Advocacy

• Develop and implement crisis response plans for major customer service issues.
• Act as the primary advocate for member and provider withing executive leadership discussion.
• Handle escalations and work on high-profile member concerns.

Team Leadership and Development:

• Hold self and others accountable to meet commitments.
• Create a culture of excellence and humility within the CS leadership team with a focus on resolving issues and call listening.
• Ensure diversity equity and inclusion are integrated as a guiding principle.
• Persist in accomplishing objectives to consistently achieve results despite any obstacles and setbacks that arise.
• Build strong relationships and infrastructures that designate Mass General Brigham Health Plan as a people-first organization.
• Other duties as assigned with or without accommodation.

Qualifications:

• Bachelors degree in business administration Healthcare Management degree required or the equivalent combination of training and experience plus 15 years of related experience.
• Masters preferred.
• 15 years of progressive leadership experience in customer service member experience or healthcare operations with at least 7 years in a senior executive role.
• Experience with health plan commercial and government program business is strongly preferred.
• Proven success in leading large-scale service operations and customer experience initiatives preferably in healthcare or insurance.
• Strong strategic thinking and problem-solving skills with a track record of driving innovation and operational excellence.
• Expertise in leveraging technology and data analytics to enhance service delivery and member engagement.
• Exceptional leadership communication and relationship-building skills.
• Commitment to fostering a diverse inclusive and member-centered culture.

Skills/Abilities/Competencies:

• Demonstrate Mass General Brigham Health Plans core brand principles of always listening challenging conventions and providing value.
• Bring fresh ideas forward by listening to and working with employees and the people we serve.
• Respect the talent and unique contributions of every individual and treat all people in a fair and equitable manner.
• Strong demonstrated track record of an ability to execute on time on budget and on scope.
• Strong aptitude for technology-based solutions.
• Ability to inject energy when and where its needed.
• Current in healthcare trends.
• Demonstrated forward visionary thinking; ability to see what is and envision what could be.
• Ability to develop introduce defend and gain support for a new ideas and approaches.
• Excellent leadership skills and leadership track record.
• Ability to translate and communicate complex topics in a variety of forums tailoring communications to effectively fit and influence the targeted audience strong executive presence presentation and communication skills. Strong verbal active listening and written communication skills required.
• Ability to view the long-range trends and cycles of the business and industry and see the big picture.
• Ability to apply a variety of strategic frameworks to analyze problems and to guide and develop solutions.
• Ability to challenge the status quo and drive innovative thinking and the capability to successfully implement strategy.
• Excellent interpersonal skills including the ability to influence others at all levels of an organization.
• Strong EQ; exercises self-awareness; monitors impact on others; is receptive to and seeks out feedback; uses self-discipline to adjust to feedback.
• Unquestionable integrity.

Supervisory Responsibilities:

• Motivates and encourages staff; leads through change and adversity. Makes decisions as needed and builds consensus as appropriate. Communicates and cascades information to employees in a timely manner and actively participates in the success of cross-organizational programs and initiatives.
• Sets clear goals and objectives and uses metrics to measure performance and hold staff accountable. Provides coaching to improve performance and holds regular development discussions with direct reports. Recognizes staff for their contributions.

• Inform engage inspire motivate and actively listen to employees.
• Make decisions that put the needs of the people we serveour members providers brokers and employersfront and center.
• Communicate and cascade information to employees in a timely manner and actively participate in the success of cross-organizational programs and initiatives.
• Identify/create processes and align resources to accomplish key objectives; clearly convey and assign clear accountability for important objectives deadlines and expectations.
• Hire participate in and/or recommend development measures and disciplinary actions up to and including termination; evaluate performance and supervise the work of all direct and indirect reports following established organizational policies procedures and practices.
• Set clear goals and objectives use metrics to measure performance and hold employees accountable. Provide coaching to improve performance and holds regular development meetings.
• Ensure diversity equity and inclusion are integrated as a guiding principle.

Fiscal Responsibility:

• Manage and oversee budgetary responsibilities including financial planning forecasting and monitor of expenditures to ensure adherence to allocated budgets.
• Demonstrates fiscal responsibility by effectively using Mass General Brigham Health Plan resources

Working Conditions:

• Normal office working conditions.
• Hybrid

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills perspectives and ideas we choose to lead. All qualified applicants will receive consideration for employment without regard to race color religious creed national origin sex age gender identity disability sexual orientation military service genetic information and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process perform essential job functions and receive other benefits and privileges of employment.

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Mass General Brigham Health Plan Holding Company Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religious creed national origin sex age gender identity disability sexual orientation military service genetic information and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973 the Vietnam Veterans Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990 applicants who require accommodation in the job application process may contact Human Resources at .

Mass General Brigham Competency Framework