Lead - Care and Claims

Position Summary

Reporting to the Manager, Care Claims, the Care Claims Performance Lead – Contact Center is a member of the Contact Center Operations team responsible for supporting the day-to-day management of external third-party partner/care claims/outsourcing call center relationships with assigned care claims partner(s). This role supports the customer experience strategy across training, quality of service, customer satisfaction, sales and customer retention performance, service delivery, and continuous improvement initiatives.

The Care Claims Performance Lead partners with the OHS management team and Operations leadership to monitor care claims partner performance, tracking quantitative and qualitative measures against selected Service Level Agreements (SLAs) in line with contract terms for all assigned care claims partner(s). This role helps coordinate and prepare regular business reviews with assigned care claims partner(s), supporting discussions on call center/care claims performance reporting, SLAs, deliverables, sales and customer retention performance, compliance requirements, and other contract expectations. The Lead helps ensure customer experience targets are met.

This position is based in our Chicagoland office of Naperville IL. Our office environment is a key driver of our company culture and employee experience, so a regular in-office model is required.

Responsibilities

• Delivering ongoing coaching and feedback around performance for all vendors (Skycom, Flat World, CP 360) including their Online support teams.
• Attend weekly and monthly business reviews with each vendor to provide business feedback based on the trends identified through data analysis
• Coordinate and support the execution of product/process and refresher training programs to be implemented uniformly with all vendors
• Provide daily and weekly reporting to Director Care/Claims and Vendor leadership for KPIs and performance areas such as including but not limited to No Issues Found (NIF), Average Handle Time (AHT), and First Contact Resolution (FCR) with trend analysis based on the data.

Experience and Qualifications

• 4+ years of experience in vendor management, with hands-on daily oversight of vendor performance, service delivery, and issue resolution.
• 5+ years (ideally 6) of relevant Strategy, Operations and/or General Management experience.
• 2+ years of project planning and coordination experience, managing recurring vendor deliverables, timelines, and operational cadences (e.g., daily/weekly check-ins, monthly business reviews, quarterly performance reviews).
• Bachelor's Degree in Business, Engineering, Finance, Economics, or related field or equivalent experience required.
• Proven ability to monitor and manage vendor SLAs, KPIs, and scorecards on an ongoing basis, identifying performance gaps early and driving corrective action plans
• Highly effective problem-solving skills, with day-to-day experience resolving service escalations, mediating vendor-related conflicts, and facilitating consensus between internal teams and vendor partners.
• Strong business acumen and skilled in tracking vendor performance metrics and preparing regular status reports, dashboards, and presentations for leadership and stakeholders.
• Excellent verbal and written communication skills, including experience leading recurring vendor governance meetings, documenting action items, and following through to resolution.
• Demonstrated ability to embrace and drive change, continuously improving vendor performance processes, documentation, and communication routines.
• Comfortable managing multiple vendor relationships simultaneously, prioritizing daily operational needs while maintaining longer-term strategic vendor goals.
• Consulting experience and/or start-up experience is a plus.
• Proven track record of successfully developing and executing business strategies and evaluating/measuring impact.
• Can operate independently - a confident problem solver and communicator who is comfortable influencing others, including peers and senior level colleagues.

Education

High School diploma or equivalent required

Computer Skills Needed

• Proficiency in Microsoft O365
• Proficiency in Microsoft and Google Suites
• Salesforce
• Amazon connect

Pay

The base pay range for this position is $24.51 - $34.26 USD Hourly. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Benefits

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies

• Business Acumen - Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.
• Action Oriented - Enjoys working hard; is action oriented and full of energy for the things that he/she sees as challenging; not fearful of acting with a minimum of planning; seizes more opportunities than others.
• Communicate effectively - Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.
• Decision Quality - Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions.
• Integrity and Trust - Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn't misrepresent him/herself for personal gain.