Senior Director, Healthcare Member Contact Center

This is a fully remote position, open to applicants in Idaho.

📋 Description

• Spearhead the redesign of operations and formulate business strategies that enhance service performance, scalability, and operational efficiency within Customer Care.

• Develop and manage integrated staffing models, training initiatives, and operational workflows across Customer Care, including PA Intake, specialized teams, and customer communications.

• Collaborate with IT leadership to ensure that Customer Care systems and applications adequately support operations, analytics, and reporting, with continual assessments for optimizing performance and scalability.

• Act as the accountable business owner for company initiatives regarding customer and member experience, delivering comprehensive leadership from strategy formulation and innovation to implementation, adoption, and sustained outcomes.

• Establish performance standards, service metrics, and operating benchmarks to foster accountability and consistently surpass service-level expectations.

• Build robust cross-functional relationships with Customer Success, Clinical Services, Technical Operations, Government Programs, Sales, and Implementation departments to guarantee seamless service delivery and client onboarding.

• Offer strategic oversight for Customer Care workforce planning, forecasting, and capacity modeling by analyzing demand trends, creating forecasts, researching business needs, workflow design, and growth requirements.

• Drive a forward-looking strategy and the adoption of innovative approaches to continually enhance call center capabilities, operational performance, and technology advancements.

• Foster a culture of ongoing operational improvements aimed at enriching customer experience, operational efficacy, and quality outcomes.

• Define the strategic course for associate training, leadership development, and call center certification to ensure workforce preparedness and excellence in performance.

• Assess emerging technologies, systems, and sourcing strategies to bolster Customer Care capabilities and enhance service delivery.

• Supervise the development, implementation, and governance of Customer Care policies, procedures, and quality frameworks, including performance monitoring and corrective actions.

• Ensure comprehensive tracking, trending, and reporting of operational metrics, performance guarantees, and service results.

• Oversee accreditation processes, including application preparation and compliance maintenance of necessary documentation to demonstrate adherence to accreditation standards and coordination of on-site reviews.

• Other duties as assigned.

⛳️ Requirements

• A Bachelor’s degree in Business or a related field, or equivalent work experience is required.

• A minimum of 10 years of progressive leadership experience managing large-scale, multi-channel call center or customer care operations, including accountability for performance, staffing, and service outcomes is required.

• At least 10 years of management experience in a managed care, PBM, or similarly regulated healthcare environment, demonstrating responsibility for complex operations and cross-functional coordination is required.

• A proven track record of operational leadership resulting in measurable enhancements in efficiency, productivity, capacity utilization, and service performance through process redesign, workforce optimization, and performance management is required.

• Demonstrated experience in implementing operational and technological improvements within call center settings, including the adoption of new methodologies that improve efficiency, customer experience metrics, and overall performance is required.

• Participation in, adherence to, and support of compliance program objectives is necessary.

• Ability to consistently interact cooperatively and respectfully with colleagues.

🏝️ Benefits

• Comprehensive health benefits package.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to promote work-life balance.