Director of Member Services

Company: Employer Direct Healthcare
Job type: Full-time

The Member Services Director 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 MSD 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 MSD will play a key role in growing and transforming our service delivery and operation.
Responsibilities and Duties
Talent Development
* Hire, develop, lead, and inspire all levels of the member services team, with a direct reporting responsibility for our team supervisors.
* Provide coaching and leadership to Supervisors in support of team performance, personal development, and defined leadership competencies
* Drive accountability and understanding via metrics management on critical KPIS
* Model and foster a team-centered culture within the team and reward innovation that improves member and client satisfaction
Business Operations
* Responsible for creating, reporting, tracking, and managing defined operational KPIs
* Develop and subsequently implement new projects, policies, and procedures for the team to meet specific goals.
* Monitor and report on achievement of committed action plans to senior management
* Works in unison with the member Services practice leadership team to drive service excellence (L&D. Quality, WFM, KM)
* Formulates and implements procedures on operational processes, ensuring effective achievement of objectives.
* Drive measurable utilization and conversion rate improvements to help overall bottom line revenue growth for EDH
* Implements and manages the documentation, monitoring, and evaluation of all member services performance measures, including phone system reports, critical success measures, duties, and responsibilities
* Collaborate cross-functionally with members from IT, Operations, Analytics, and Account Management in support of successful operational execution
* Identify opportunities for innovation, efficiency, and consistency across the team
Member Experience
* Must have a customer first approach to all activities, goals, and objectives
* Direct the development and execution of operational business processes through use of technology and automation tools
* Responsible for daily, weekly, and monthly performance and compliance reporting
* Monitor and report on achievement of committed action plans to senior management
* Makes recommendations to CXO regarding opportunities to enhance the member experience and takes an active role in their implementation
* Identifies and resolves problems to ensure client, provider and member service is maintained at the highest level and communicates noticeable trends to CXO for escalation
* Partners with both Account Management team and provider experience team to ensure effective implementations and overall trends in delivery are understood and actioned.
* Five Years of Customer Centric Operations Management experience REQUIRED
* Bachelor's Degree
* Proven experience building, inspiring and scaling member services teams
* Confidence leading in a fast-growth, rapid change environment
* Strong written and verbal communication skills
* Curious and solutions-oriented leader
* Proven ability to identify and select talent and a passion for people development
* Ability to effectively organize work activities to meat deadlines
* Medical Insurance
* Dental Insurance
* Vision Insurance
* Short & Long Term Disability
* Life Insurance
* 401k with company match
* Paid Time Off
* Paid Parental Leave

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