Director, Care Concierge

Position Overview

Key Responsibilities:

• Operational Oversight & Service Delivery
  • Ensure day-to-day operations of the Care Concierge Team including meeting service level agreements (SLAs) and quality standards adherence.
  • Monitor call queues staffing levels and adherence to schedules to maintain optimal coverage across accounts and end members.
  • Assess and optimize current workforce management practices including forecasting and scheduling.
  • React quickly to customer and member escalations for satisfactory resolution and create systems to anticipate and get ahead of future concerns.
• Performance Management & Continuous Improvement
  • Define and track key performance metrics such as AHT FCR CPC CSAT and NPS; set measurable performance goals analyzing trends and communicating with team and cross-functional leaders to ensure results; implement corrective actions where needed.
  • Develop dashboards and reporting tools in collaboration with BI team for real-time performance monitoring.
  • Assess current CCT service offering and delivery to determine service effectiveness; build plan and spearhead initiatives to optimize service offering.
  • Lead process improvement initiatives to drive member/account satisfaction effectiveness and cost efficiency.
  • Partner with Business Intelligence/Analytics leaders to tailor dashboards in alignment with key performance metric definitions enabling real-time tracking and collaborate on ad hoc analytical research initiatives to surface insights and inform Care Concierge Team strategy.

• Strategic Leadership & Innovation
  • Set the strategic vision strategy and associated OKRs to achieve.
  • Collaborate with Strategy Product Marketing and Technology teams to evolve the contact center model.
  • In partnership with Product Management advise the broader organization on how data should be architected in support of the member engagement contact center experience as an extension of the product.
  • Drive automation and AI initiatives to reduce manual work and improve efficiency.
  • Identify and drive cost optimization strategies by analyzing KPIs such as cost per contact and identifying savings opportunities.
  • Maintain deep knowledge of the healthcare industry clients and market. Stay current with innovation and cutting-edge techniques related to contact centers and healthcare consumer engagement strategies

• Culture & Talent Development
  • Build a high-performing team through coaching mentoring and succession planning.
  • Foster a positive inclusive culture that promotes engagement and accountability.
  • Conduct regular performance reviews and create development plans for team members.
  • Maintain a constructive inclusive collaborative and high-performing organizational culture within the team and with our cross-functional partners keeping the client and member at the center of everything we do.
  • Assess current and ongoing state of the Care Concierge organization including global structure and determine future state structural and process needs to optimize performance.

• Technology & Compliance
  • Bring technical expertise to our contact center tech stack ensuring the right mix of tools are appropriately maintained taking advantage of AI automation and new technologies where applicable.
  • Partner with IT to ensure contact center platforms are optimized and secure.
  • Stay current on emerging technologies and recommend upgrades or enhancements.
  • Ensure compliance with data privacy security standards and regulatory requirements.
• Stakeholder Engagement & Communication
  • Serve as the primary liaison between the contact center and internal stakeholders; engage with clients as expert on contact center topics as requested by Client Management.
  • Present Care Concierge Team performance updates and strategic plans/progress to senior leadership.
  • Influence cross-functional teams to align on initiatives that improve member experience.
  • Collaborate closely with Client Management and Client Performance Managers to articulate value proposition and strategy of Care Concierge to health plans and employer groups define best practices for how health plans and employer groups engage with CCT and support client CCT-related requests

KPIs and Success Metrics:

Among others this leader will be accountable for:

• Cost per Call (CPC): Reduce cost per interaction through process optimization and automation.
• Average Handle Time (AHT): Maintain or improve efficiency without compromising quality.
• First Call Resolution (FCR): Increase resolution rates to reduce repeated contacts to reach member goal.
• Agent Utilization: Optimize staffing and occupancy rates to align with cost targets.
• Cost-to-Serve: Drive down overall cost per member served through technology and workflow improvements.
• Automation Impact: Track and report cost savings and efficiency gains from AI and automation initiatives.

Initial Priorities:

• Professionalize operations: KPI definition dashboard build and process optimization.
• Efficiency/cost: Deep dive into cost model implement automation/AI modernize operations.
• CCT strategy: Expand service offerings to improve member engagement and SmartShopper performance.

Professional Experience & Skills:

• 10 years of experience in contact center leadership and operations management 5 years in the Healthcare industry
• Proven track record of managing large teams and multi-channel contact center environments
• Working knowledge of relevant healthcare consumer communications regulations and guidelines
• Global work experience required demonstrated ability to define global processes and support cultural difference
• Superb communication and interpersonal skills high emotional intelligence humility and low ego
• Analytical test and learn approach
• A true love for the customer and their needs
• Demonstrated ability to collaborate and communicate cross functionally to drive program results
• Demonstrated ability to manage competing priorities in a fast-moving environment
• Strong project management and time management skills
• Keen attention to detail
• Exceptional leadership skills with ability to inspire and develop teams
• A track record of mentoring talent in a fast paced demanding and high transaction volume environment with an emphasis on accuracy and timeliness; ability to multitask and work under tight deadlines
• Attention to detail and has a bias for action. Highest standards of accuracy and precision; highly organized
• Is a self-directed self-starter who is proactive and can appropriately reorganize priorities in a dynamic fast paced and changing environment
• An individual with the utmost professional and personal integrity
• Ability to actively solicit the support and involvement of appropriate individuals from different parts of the organization when addressing issues that affect them
• Can interpret and use data to make well-founded business decisions but also be comfortable and confident making decisions about abstract topics or in the absence of data
• Team player effective communicator persuasive and professional demeanor
• Communication skills effective verbal and written communications
• Expert in data utilization analysis and visualization in story-telling and motivate team members and leaders to action based on diagnostics; advanced Excel or BI tools experience preferred.
• Familiarity with automation AI and digital transformation initiatives
• Demonstrates a deep understanding of how contact center impacts business and client outcomes
• Strong understanding of contact center technologies (Salesforce IVR CXOne WFM tools)

Education:

• Bachelors degree (B. A./ B. S.) from four-year college or university (required); Masters degree and focus in Business Operations or related field (preferred)

Base Salary Range

At Zelis we are committed to providing fair and equitable compensation packages. The base salary range allows us to make an offer that considers multiple individualized factors including experience education qualifications as well as job-related and industry-related knowledge and skills etc. Base pay is just one part of our Total Rewards package which may also include discretionary bonus plans commissions or other incentives depending on the role.

Zelis full-time associates are eligible for a highly competitive benefits package as well which demonstrates our commitment to our employees health well-being and financial protection. The US-based benefits include a 401k plan with employer match flexible paid time off holidays parental leaves life and disability insurance and health benefits including medical dental vision and prescription drug coverage.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

We welcome applicants from all backgrounds and encourage you to apply even if you dont meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process please email .

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities duties and skills from time to time.