Vice President of Member Services Operations

Company: Employer Direct Healthcare
Job type: Full-time

About us
Employer Direct is an innovative healthcare service business that provides a high-quality and cost-efficient solution for large self-funded employers and their members, creating a long overdue and positively disruptive change to the healthcare industry. Our core product, SurgeryPlus, is a valuable supplemental benefit to employees of large employers with self-funded medical plan benefits, transforming the way employers provide and pay for planned medical procedures. With a national network of 100% board-certified Surgeons of Excellence and high-quality facilities, SurgeryPlus covers hundreds of procedures with pre-negotiated bundled rates, resulting in consolidated costs for each episode of care. Our dedicated Care Coordinators offer full-concierge service to covered members, assisting them with selecting physicians, scheduling appointments, transferring medical records, coordinating logistics and following up post-procedure, reducing unnecessary stress and improving the member experience.
Our Mission
To empower employers and employees in their healthcare decisions by providing choice and accessibility to quality healthcare from top-tier doctors while dramatically lowering the cost for those employers and employees.
Our Vision
To improve the lives of our members and enhance the healthcare experience by continuously developing affordable, top-quality services that put member satisfaction and safety at the forefront.
We are looking for a Vice President of Member Services Operations who will be responsible for overall executive leadership and operations management of EDHC Member Service Center functions to achieve our mission and meet organization goals and requirements. This overall responsibility and ownership of results includes excellent performance in areas of operational expertise in the healthcare space and Customer Experience Operations (service levels), forecasting optimization, KPIs, learning and development, knowledge management, customer satisfaction with both current and new client implementations. Must be an exceptional communicator, able to explain EDHCs services in an informational, influential, concise, uplifting, and personable manner at all levels of the organization. The VP of Member Services Operations will play a key role in growing and transforming our service delivery operation. The Vice President of Member Services Operations must be in the Dallas, TX area and will have direct responsibilities for location growth, in addition to overseeing & leading all management and operations of our current location. This position reports directly to the Chief Experience officer. The Vice President will work collaboratively with other executives and management to execute on the strategies and plans of the company to achieve excellent customer service and consistent profitable growth.
Responsibilities and Duties
* Responsible for Member Service Center (inbound, outbound, chat, email, case management) operations and for exceeding all company goals for service performance and meeting all regulatory requirements
* Hire and equip great people that reflect our core values
* Support and enhance all workforce management capabilities. Drive improved forecasting and accuracy with a continued drive on optimization.
* Develop, design, and implement strategies and tactics to continuously improve Service Center KPIs that improve the member experience
* Drive Voice-of-the-Customer in delivery and strategy across all levels of the organization
* Lead & Practice CX leadership to enhance and improve all aspects of delivery in quality management, learning and development and knowledge management capabilities
* 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
* Function as the executive escalation point for key clients
* Actively participate as a member of the Extended Executive leadership team
* Represent our Service Center delivery, brand, and vision for prospective clients
* Assist in product development & quality assurance efforts, as needed
* Assist in sales and marketing efforts, as needed
Skills and Experience
* Extensive experience with cloud-based CRMs, dialer systems, agent performance, skill-based optimization, and workforce management tools
* Must be an exceptional communicator, able to explain EDHCs services in an informational, influential, concise, uplifting, and personable manner at all levels of the organization
* Successful manager of talent, with the ability to identify, select, develop, retain, and manage a high performing team
* Thrives in a fast-paced environment that relies on the ability to multi-task and balance multiple, competing priorities, yet is still able to balance that energy and drive with sensitivity and compassion
* Works across boundaries easily and effectively, building internal and external relationships in a collaborative fashion
* Significant health & welfare client relationship management experience preferred
* Strong customer service orientation
* Proven track record of working in a highly matrixed environment
* Excellent verbal and written communication skills
* 10+ years of client relationship and Service Center experience
* Significant experience with multi-channel service platforms that match right service channel (i.e., Call, chat, portal, text, etc.) for the best value
* Must live within commuting distance to Dallas TX office.
* Willingness to travel as needed.
* B.A. or B.S. required
* 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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