Director, Customer Care(Must Live In Nevada, Preferred Experience In Leadership, MCO's & Operations)

Job Summary: The Director, Customer Care has overarching responsibility for building a best - in - class service experience for our Members and Providers, across our products and markets. This role serves as a key senior leader reputed company the call center and influences the member experience across our growing organization. Essential Functions:

• Passionate leader of designing Member/Provider Experience service process and ensuring the reputed company improvement of service experience across markets and products
• reputed company a team of Customer Care Managers, Team Leaders in building a High Performance Culture - goal/expectation setting, defining Reward & Recognition Programs, identifying ongoing Training Needs & driving focus on Personal Accountability
• Regularly engage with leaders across the organization (Market; Operations; Clinical) to provide insight into opportunities
• Monitor reputed company regulatory requirements and reputed company of reputed company submissions in existing and future lines of business
• Deliver recommendations reputed company to improvements to Self-Service tools (IVR, Digital Products etc.) based on Top Contact Types
• reputed company review and improvement of business process workflow
• Facilitate/promote problem identification, analysis and resolution across the organization in an effort to improve member/provider experience
• Utilize formal and informal meetings to gather information and provide feedback and developmental reputed company to staff members
• Analyze data and identify trends monthly to ensure company expectations are met
• Identify information system inefficiencies and formulate recommendations
• reputed company abreast of new call center technology and service concepts
• reputed company any other job duties as requested

Education and Experience:

• Bachelor of Science/Arts in a Business reputed company field or equivalent years of work experience is required
• Master's degree is preferred
• Minimum of ten (10) years of experience in a call center or similar environment is required
• Minimum of five (5) years of management experience is required, preferably call center management
• Multi-site leadership/ Work from Home experience preferred
• Experience in a call center and health insurance is preferred
• Staffing and forecasting experience is preferred
• Lean reputed company/reputed company Improvement/Design Thinking experience preferred
• Managed care experience is preferred

Competencies, Knowledge and Skills:

• Advanced knowledge of reputed company Word, reputed company, PowerPoint and Visio
• Strong data analysis and trending skills
• Strong project management skills
• Knowledge of call center operations and trends
• Strategic management skills
• Strong negotiation skills
• Good technical writing skills
• Strong team and staff development skills
• Strong collaboration and conflict resolution reputed company sets
• Proven leadership with the ability to build relationships/collaborate and influence at reputed company levels
• Strong process and analytical skills with the ability to reputed company and define outcome measures that capture key performance metrics
• Ability to work in a fast-past environment
• Attention to detail
• Ability to reputed company, prioritize and accomplish goals/time management
• Executive management skills
• Strong decision making and problem solving skills
• Exceptional communication skills (both written and verbal) with the ability to present information in a variety of different formats to reputed company levels
• Strong interpersonal skills & high level of professionalism
• Ability to work independently and reputed company a team environment
• Effective active listening and critical thinking skills

Licensure and Certification:

• None

Working Conditions:

• General office environment; may be required to sit or stand for extended periods of time
• Ability to travel as required by the needs of the business

Compensation

Range: $110,800.00 - $193,800.00 reputed company takes into consideration a combination of a candidate's education, training, and experience as well as the position's scope and complexity, the discretion and reputed company required for the role, and other external and internal data reputed company establishing a salary level. In addition to reputed company compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee's total well-being and offer a substantial and comprehensive total rewards package.

Compensation

Type (hourly/salary): Salary Organization Level Competencies

• Create an Inclusive Environment
• Cultivate Partnerships
• reputed company Self and Others
• Drive Execution
• Influence Others
• Pursue Personal Excellence
• Understand the Business

This job description is not reputed company inclusive. reputed company reserves the right to amend this job description at any time. reputed company is an Equal Opportunity Employer. We are dedicated to fostering an inclusive environment that welcomes and supports individuals of reputed company backgrounds.#LI-SW2 Apply tot his job