Director, Member Services (Cx)

About Employer Direct Healthcare
Employer Direct Healthcare is focused on giving access to quality & affordable healthcare for our members. We understand and have experienced the challenges of navigating specialized healthcare and we are dedicated to making a change.
We partner with large self-funded employers to create a benefit program for specialized care. We connect with high-quality providers to give our members peace of mind when going into surgery. And we support our members by helping them navigate the tricky aspects of healthcare; whether that be selecting a doctor, scheduling appointments, or following up after a procedure has been completed to make sure our members are feeling better.
About You:

• You are DETAIL ORIENTED, but more so, focus on the execution of your content while balancing a fast-paced environment.
• A DIVERSE environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You understand that PROGRESS is critical to making change. You take the time to celebrate the small and big wins. Understanding that each improvement to a process helps move towards a greater change.
• You thrive in a TEAM ENVIRONMENT. Collaboration is key in innovation and creating change.
• You have a drive and AMBITION to tackle big problems. Big problems required big ideas and a team that supports new ideas.
• You CARE deeply for your customers. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change.
• INTEGRITY guides you in life. Focusing on the truth versus just giving people the answers they want to hear.

If this sounds like you, we would love to connect to speak further about career opportunities at Employer Direct Healthcare.
Please apply to our role & someone from our HR Team will reach out to help you navigate our interview process.
Director, Member Services (Customer Experience)
The Director of Member Services is key to driving operational excellence and expertise for the overall member service delivery and experience through effective leadership, cross-functional collaboration, and talent development. The Director of Member Services is a key leader for the member services team with a hands-on approach to achieve the highest levels of member satisfaction and to meet the organizational goals for member experience and operational excellence. The Director of Member Services will play a key role in growing and transforming our service delivery and operation.
Responsibilities and Duties:Talent Development

• Drive accountability and understanding via metrics management on critical KPIS
• Provide coaching and leadership to supervisors in support of team performance, personal development, and defined leadership competencies
• Foster a team-centered culture within the team and reward innovation that improves customer and client satisfaction
• Hire, develop, lead, and inspire all levels of the customer service team, with a direct reporting responsibility for our team supervisors.

Business Operations

• Responsible for creating, reporting, tracking, and managing defined operational KPIs
• Collaborate cross-functionally in support of successful operational execution
• Drive measurable utilization and conversion rate improvements to help overall bottom-line revenue growth for Company
• Implements and manages the documentation, monitoring, and evaluation of all customer service performance measures, including phone system reports, critical success measures, duties, and responsibilities
• Create and implement procedures on operational processes
• Identify opportunities for innovation, efficiency, and consistency across the team
• Monitor and report project updates to senior management
• Develop and implement new projects, policies, and procedures for the team to meet specific goals
• Works in unison with the Customer Service leadership team to drive service excellence (Training, Quality Assurance, WFM, etc.)

Member Experience

• Partners with other departments to ensure effective roll outs and overall trends in delivery are understood and managed
• Responsible for daily, weekly, and monthly performance and compliance reporting
• Makes recommendations to VP of Customer Service regarding opportunities to enhance the customer service and takes an active role in implementation
• Identifies and resolves problems to ensure our full cycle customer support is maintained at the highest level and communicates noticeable trends to VP of Customer Service for escalation
• Must have a customer first approach to all activities, goals, and objectives
• Direct operational business processes through use of technology and automation tools

Requirements

• Ability to effectively organize work activities to meet deadlines
• Proven ability to identify and select talent and a passion for people development
• Bachelor's Degree
• Proven experience building, inspiring and scaling Customer Service teams
• Five Years of Customer Operations Management experience REQUIRED.
• Strong written and verbal communication skills
• Confidence leading in a fast-growth, rapid change environment
• Curious and solutions-oriented leader

Benefits

• Medical Insurance
• 401k with company match
• Vision Insurance
• Paid Parental Leave
• Life Insurance
• Dental Insurance
• Paid Time Off
• Short & Long Term Disability