Director, Customer Service, DentaQuest

Sun Life U.S. is one of the largest providers of employee and government benefits, helping approximately 50 million Americans access the care and coverage they need. Through employers, industry partners and government programs, Sun Life U.S. offers a portfolio of benefits and services, including dental, vision, disability, absence management, life, supplemental health, medical stop-loss insurance, and healthcare navigation. We have more than 6,400 employees and associates in our partner dental practices and operate nationwide.

At Sun Life, we're driven by our Purpose: helping our Clients achieve lifetime financial security and live healthier lives. Our values shape how we work: caring, authentic, bold, inspiring, and impactful. When you join Sun Life, you'll work with passionate colleagues and empowering leaders who support your growth and celebrate your contributions, so you can make a meaningful difference in our Clients' lives.

About the role

Sun Life embraces a hybrid work model that balances in-office collaboration with the flexibility of virtual work. Our team members and leaders are expected to foster connection and teamwork by being present in the office at least 2 days per week.

The Customer Service Director ensures that all specialty markets are serviced with accuracy and efficiency by maximizing resources through shared utilization across all specialty markets. This Director works closely with Dental management to reduce loss ratio through appropriate PCD assignments. The role involves minimizing reliance on regular and temporary staff by leveraging co-sourcing partnerships to meet service level expectations, as well as managing the expectations and performance of the co-sourcing vendor. The Director achieves superior call center performance through an integrated process of operational, quality, and resource management that meets or exceeds member, customer, and provider expectations while aligning with corporate goals.

Responsibilities

• Work with co-sourcing vendor to maximize utilization by identifying call types that can be outsourced.
• Understand all contractual requirements of assignment markets.
• Drive organization to meet/exceed service level requirements.
• Encourage use of various access channels (phone, email, chat, web portal) to minimize calls to Customer Service that can be handled via self-service.
• Identify process improvement opportunities and implement changes as needed.
• Collaborate with internal and external customers to ensure that Specialty Services is responding to their needs.
• Conduct regular customer satisfaction surveys to measure overall member satisfaction.
• Understand and operate within legislative and privacy compliance.
• Ensure timely hiring and training of staff supporting Specialty markets.
• Establish meaningful goals and metrics for all pertinent functions as they pertain to both internal and external expectations and requirements.
• Actively support and encourage process reviews and quality audits of operation and customer service functions and incorporate results into performance evaluations.
• Influence new membership growth and existing membership retention through effective management of customer service.
• Actively participate with Directors and Executives in developing annual and ongoing Corporate goals and develop strategic and tactical initiatives to implement them successfully.
• Effectively perform Leadership functions for varied corporate initiatives.
• Participate as an integral member of the Project Priority Committee to prioritize corporate IT initiatives, and manage company-wide expectations through effective project process, monitoring, and communication.
• Ensure that Executives receive appropriate updates and notification of potential business risks.
• Establish and maintain an environment where new ideas and solutions are encouraged, evaluated, quantified, and implemented.
• Influence staff to achieve organization and corporate objectives while helping employees understand current and new business directions.
• Maintain a positive work climate and culture while managing change.
• Implement and monitor tactical business plans for redesigned processes to ensure smooth and measurable implementation.
• Challenge, manage, and motivate operational staff to be responsive to performance expectations in a rapidly changing work environment.
• Ensure personnel are properly selected, assigned, trained, and motivated to accomplish results necessary for successful operations.
• Coach direct reports and staff to reach their full potential.
• Promote and execute development plans which strengthen and broaden staff skill sets critical to their current and future job performance.
• Anticipate resource needs, establish appropriate priorities, and eliminate unnecessary functions.
• Balance short-term consequences against long-term strategic vision.
• Recognize and promote diversity.
• Maintain proactive communications with staff and management that appropriately disseminates departmental, cross-departmental, and corporate initiatives, successes, and goals.
• Establish and maintain strong collaborative working relationships with other function directors and managers to ensure all processes and work interdependencies are identified and addressed on an ongoing basis.
• Other duties as assigned.

Requirements

• Bachelor’s Degree with 8 years of Customer Service/Call Center experience or equivalent.
• 5 years of previous experience in healthcare/dental care.
• Working knowledge of call center and operation metrics and reporting tools, scheduling and staffing tools, and quality control/call monitoring processes.
• 5 years of previous management experience.
• Advanced proficiency in Microsoft platform applications: Word, Excel, PowerPoint, MS Project, Outlook, SharePoint, and Visio.
• Strong project management skills and techniques.
• General knowledge of Internet and Intranet.
• Strong interpersonal and communication skills.
• Ability to manage multiple priorities and adapt to changing conditions.
• Demonstrated achievements in project management leadership.
• A demonstrated team-oriented leadership style with the ability to motivate others.
• Required to attend additional training as requested/deemed necessary.
• Ability to communicate effectively.
• Requires overall light physical effort (up to 25 lbs.).
• Manual dexterity and sitting is required in carrying out position responsibilities (e.g., use of personal computer).
• Ability to travel or move about within and outside serviced facilities required.
• Incumbent works primarily in either a private or shared office environment.

Pay

The salary range for this role is $114,600 - $171,900. Your actual base salary will be determined based on your unique skills, qualifications, experience, education, and geographic location. In addition to your base salary, this position is eligible for a discretionary annual incentive award based on your individual performance as well as the overall performance of the business.

Benefits

• Comprehensive benefits, including generous vacation and sick time.
• Market-leading paid family, parental, and adoption leave.
• Medical coverage.
• Company-paid life and AD&D insurance.
• Disability programs.
• Partially paid sabbatical program.
• 401(k) employer match.
• Stock purchase options.
• Employer-funded retirement account.
• Flexible, inclusive, and collaborative work environment that supports career growth.