Director Customer Experience and Engagement

About the Role

The Customer Experience and Engagement Director is the operational and strategic leader of three areas critical to customer experience and satisfaction: the customer service contact center, member / patient experience and engagement, and member data & IT strategy.

Develops enterprise strategy and initiatives to ensure high performance in customer experience, satisfaction, growth and retention. Leads and manages a high performing team focused on outcomes, strong relationships, and efficiency. Fosters customer service, experience and engagement in technology systems and enterprise initiatives. Stays current on industry changes and trends related to customer service performance and external benchmarks and measures.

Responsibilities

• Responsible for the Contact Center, ensuring excellent service to current and prospective providers, current and prospective members, health plans, employers, brokers and other external and internal customers.
• Ensures high standards of performance across the contact center as a whole and within teams, and actively reviews KPIs, meets with team members, and reviews & revises processes as necessary to achieve and exceed service standards.
• Safeguards technology supporting the department meets client needs.
• In partnership with Reporting and Advance Analytics, Data Governance/Quality, and Enrollment Services provide oversight of Member Data Management tools and strategy to ensure member data timeliness, integrity and accuracy.
• Accountable for accurate member data to external and internal partners and required reporting.
• Provide leadership and strategic oversight for member and patient experience and engagement.
• Evaluates reporting and performance for external measures such CAHPS scores for Medicare Advantage STAR performance and Integrated Health Association (IHA) patient experience measures.
• Evaluates programs to ensure alignment and effectiveness against desired outcomes.
• In collaboration with member-facing cross-functional teams (such as Quality, Government Programs, Care Management, Authorizations, Marketing) develops standardized and positive member experience related to core MSO functions and outreach including consistent technology, modalities (phone, mail, etc.) and vendors (i.e., language services).
• Owes decision making for member IT strategy including evaluation of member engagement and data platforms (i.e., Epic, Salesforce) and outreach tools (i.e., Hello World, Cipher Health, RingCentral, MyChart, Cheers, Campaigns).

Qualifications

• BA/BS degree required
• Minimum of 6-8 years of related customer experience
• Five years of experience managing and achieving positive results through staff
• Strong understanding of management principles
• Strong communication skills, both verbal and written with ability to build credibility and trust and influence and engage stakeholders across all levels of the organization and network
• Strong analysis skills and demonstrated project management skills required
• Able to prioritize multiple projects and tasks and attain results through management of personnel
• Previous managed care experience; experience working with Independent Medical Groups (IPAs) preferred
• Experience with and understanding of technology programs aimed at improving member satisfaction, performance and patient outcomes highly desirable
• Able to develop effective internal and external relationships, strong service orientation, and exceptional written and verbal presentation skills
• Strong analytical skills and understanding of various Microsoft Office products including PowerPoint, Word, and Excel
• Valid Driver’s License and proof of auto insurance