Director of Member Experience

DIRECTOR, MEMBER EXPERIENCE

The OpportunityThe Director, Member Experience is responsible for delivering exceptional service to HealthEZ members and providers. The successful Director, Member Experience measures and meets service-level goals in the member and provider contact centers and identifies and implements process and technology improvements that enable seamless, efficient delivery of a world-class experience for HealthEZ members. This role is responsible for attracting, developing, and retaining the Member Experience Leadership team and overseeing the coaching and performance of the entire Member Experience Team. The Member Experience team services real-time call center interactions and offline interactions with members, providers, and internal customers. The Director, Member Experience collaborates with internal and external stakeholders to advocate for the best experience for HealthEZ members. The Director, Member Services reports to the Chief Operating Officer and is a hybrid role (minimum of three days per week in our Bloomington, MN office).

What you will doOversee the day-to-day contact center operations, including member and provider interactions, and new group and renewal implementation activities. Develop and continually evaluate processes, systems and explicit measurements that ensure timely and accurate execution of organizational objectives, as well as ensuring client, member, and provider satisfaction while reducing costs.Analyze and report on Member Experience performance against targets. Present results, trends, and improvement areas and plans to Company Leadership.Establish and implement the operational strategy to reduce the cost of an interaction while improving quality. Manage the team to execute the operational strategy.Establish team and individual goals for the Member Experience team. Coach and develop direct reports based on team objectives and individual career aspirations. Conduct performance discussions and complete performance reviews. Oversee forecasts from statistical data to determine the team schedule and estimate personnel needs. Factor in new business growth, new products, seasonality and/or department changes that are designed to meet or exceed the defined performance standards. Monitor and respond to daily and hourly changes in incoming call patterns and email volume. Identify and implement technology solutions, tools, and automation to optimize operations and enhance the customer experience. Regularly evaluate and update Member Experience policies, procedures, and protocols to ensure compliance with regulations and industry standards. Facilitate training to Member Experience team and other Departments on Member Experience policies, procedures, and protocols. Monitor team compliance. Develop metrics to assess the effectiveness of new hire and ongoing training to ensure standards are achieved and continuous improvement is made.Monitor telephone calls and other correspondence conducted through email, internet, and online messaging systems. Analyze employee performance, identify opportunities to increase efficiencies, and recommend changes and enhancements to continually improve the quality of the member experience.Plan for the development of the Member Experience department and skills. Assess training needs for the team and determine how to best meet those needs to introduce successful training programs.Assess new contact center technology and propose products to improve efficiencies. Utilize creative and innovative approaches in introducing new processes, technology, or tools when appropriate or evaluating existing activities.Lead process improvement and contact center technology enhancement projects. Create robust plans, track progress, communicate status, and inspire and guide direct reports and cross-functional stakeholders through change by effectively applying change management principles. Provide ongoing communication to the Chief Operating Officer about key projects, goals, challenges, and barriers to assure timely and effective issues escalation.Build and maintain effective relationships with internal business partners and external vendors. Manage external vendors to ensure expectations are being met at a reasonable cost. Interview and recommend candidates for employment. Train, coach, and evaluate direct reports on company policies, procedures, and philosophies to encourage the achievement of operational and service goals. Review and approve employee and contractor time.Collaborate with Company Leadership to develop personal goals and track progress to completion.Responsible for effectively managing confidentiality policies, PHI and other sensitive data or information in compliance with company and regulatory guidelines.Apply company policy/disciplinary action, as needed.Assist Information Technology team and vendors to resolve problems that arise with telecommunications equipment, telecommuting functions, and the delivery of automated services.Demonstrate exceptional written and verbal communication skills through concise and effective communication with clients, executive leaders, peers, and direct reports. Proactively escalate known risks, potential exposures, and concerns with supporting data, proposed solutions, and timelines.Oversee and actively participate in the planning, implementation, and deployment of new products, initiatives, workflows, or strategies designed to enhance the services offered to our clients. Responsible for designing and implementing action plans to facilitate required changes.Demonstrate initiative in investigating potential errors and reported business incidents. Provide stakeholders with timely responses, root cause analysis, and resolution. Responsible for proactive collaboration with other internal departments on the root-cause investigation and resolution of escalated or complex issues, complaints, grievances, or risk issues.Manage requests for audits and other compliance requirements. Maintain oversight of the performance of internal controls and changes to the environment throughout the year to determine if adjustments are required to internal controls to maintain an effective level of risk mitigation.Actively participate in the annual strategic planning process to include full ownership of strategy and initiatives for designated areas of responsibility and the development of department-level performance measures aligned with the strategic plan.Collaborate with the Finance team to establish the department’s annual budget and manage expenses within the budget.

What we expect from youBachelor’s degree or associate degreeCall center management experience5+ years’ experience in fast-paced, transactional based environmentExperience with leadership responsibilities in administration of self-funded TPA healthcare plans preferredAudit and/or compliance experience preferredExperience with vendor data connectivity managementStrong analytical skillsWillingness to work collaboratively and creatively to offer a high level of service to clients, members, and providersAbility to think strategically with appropriate level of data and detail analysis to plan and executeProven ability to exhibit a proactive approach to seeking solutionsSuperb oral and written communication skillsExceptional customer service and interpersonal skillsEffective problem-solving and influencing skillsStrong organizational, self-motivation, and decision-making skillsProficiency using Microsoft programs (Word, Excel, PowerPoint)Ability to manage multiple priorities in a fast-paced environmentAbility to work independently and collaboratively

HealthEZ is an Equal Opportunity Employer