Director, Member Service Excellence

Job Description

Key Responsibilities/Duties what you will be doing (top five)

• Service Center Operations- Lead the day-to-day member service operations comprised of a 500 seat service center and outsourced service vendors. Establishes and monitors KPIs (hourly daily monthly) to ensure both efficiency and quality are achieved including both state and federal regulatory requirements and commercial account performance guarantees.
• Cultivate a High Performing Culture- Demonstrate strong leadership support active colleague engagement and an open supportive culture; drives data driven performance management and a member centric mindset. Communicates clear expectations to ensure colleagues understand how their roles contribute to Point32Healths success; hires and onboard the right talent; develops strong leadership and coaching culture sets clear KPIs and shares performance openly to foster accountability and transparency; celebrates wins and learns from challenges.
• Strategic Leadership- Deliver a short term and long-term Service Center vision and operating plan annually. This includes ensuring that market segment service needs are met and the development of customized and scalable service model as needed.
• Next Gen Service Operations- Partnering closely with our Information Technology team the Director Member Service Excellence will leverage advanced technologies and AI driven insights to improve efficiency reduce costs and enhance the member experience. Our service models must shift from traditional models to intelligent predictive proactive service operations and omnichannel capabilities.
• Innovation and Process Improvement Mindset-To support our goal of delivering high quality and efficient service the Member Service Excellence Director will focus on proactively finding better ways to do things and refining existing processes. Leveraging Design Thinking principles and engaging service center colleagues at all levels the director will identify and implement at a minimum two initiatives annually
• Other duties and projects as assigned

Qualifications what you need to perform the job

Certification and Licensure

Education

• Required (minimum): Minimum of 10 15 years in leading customer service operations
• Preferred: Health Care/Health insurance experience preferred

Experience

• Required (minimum): Minimum of 10 15 years in leading customer service operations
• Preferred: Health Care/Health insurance experience preferred.

Skill Requirements

• Mastery of Service Center operational metrics and work force management discipline including flex staffing and AI enabled staffing algorithms.
• Expert knowledge of next gen service platforms and systems including AI enabled Contact Center as a Service Customer Relationship Management systems self-service modalities and omnichannel environments.
• Action orientation and ability to drive organizational change.
• Ability to think conceptually and effectively translate concepts into practical and executable plans.
• Strong analytical skills with the ability to articulate and define outcome measures that capture key performance metrics.
• Excellent collaboration and relationship management skills.

• Strong communication skill sets with the ability to present information in a variety of different formats to all levels of stakeholders.

Working Conditions and Additional Requirements (include special requirements e.g. lifting travel):

• Must be able to work under normal office conditions and work from home as required.
• Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations.
• May be required to work additional hours beyond standard work schedule.

Disclaimer

• The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of employees assigned to this position. Management retains the discretion to add to or change the duties of the position at any time.

Compensation & Total Rewards Overview