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Form of work**This Job Posting is for Pipelining Future Opportunities**
By applying to this job, you will join our talent pipeline, allowing us to consider you for future openings.
Overview of the role:
Reporting to the AVP of Member Experience, the role of the Director, Member Experience is critical to the success of Alignment Healthcare in realizing its goals and objectives. This individual will play a key role as part of the Member Experience leadership team in delivering and collaborating on all aspects of overseeing day-to-day operations ensuring compliance metrics are met, but that we are also exceeding member expectations with our Concierge service.
Responsbilities:
- Provides executive oversight and leadership to Managers, Supervisors, leads responsible for creating and driving implementation of operating plans, which are required to support immediate and long-term business strategies.
- Develops business strategies, manages service, regulatory and financial performance of the Member Experience Team.
- Defines, and monitors performance and productivity standards specific to those systems that must be in place to serve Alignments' enrolled population.
- Accountable for ensuring service level metrics are met and that Call Center staff address inquiries according to department call handling procedures.
- Provide effective leadership in attracting and retaining top talent to drive business results.
- Accountable for the training and overall performance of the Member Experience Team to ensure that all qualitative and quantitative goals and objectives are met within the department.
- Ensure KPIs and goals are in place, which are reflective of and measure our strategic, competitive, and regulatory position with ongoing measurement, reporting, and root cause analysis.
- Be knowledgeable and serve as a 'subject matter expert' in Alignment's procedures, plan benefits, services, and any other necessary information to resolve member inquiries.
- Support the digital experience via multiple omni channels, which may involve coordination and collaboration with the Digital Concierge Department as appropriate.
- Identify training opportunities and potential system and process improvements, implementing initiatives and system application business requirements designed to create efficiencies and allow us to scale for growth.
- Develop and encourage a spirit of cooperation, teamwork and accountability among all department employees.
- Other duties as assigned.
Supervisory Responsibilities:
Directly oversees the Member Experience Team. Carries out supervisory responsibilities in accordance with organization policies, CMS rules, and applicable laws. Responsibilities include training of employees; planning, assigning, and managing work; assisting in the rewarding and disciplining of assigned employees; addressing complaints and resolving problems as they pertain to the department.
Required Skills and Experiences:
- 5+ years healthcare Call Center experience in a managed care organization
- 5+ years of management/leadership experience in a healthcare company
- Bachelor's degree in healthcare, business, or related field.
- Self-starter with outstanding critical thinking, leadership, and relationship building skills.
- Strong analytical, problem solving and interpersonal skills.
- Knowledge of Medicare Managed Care Plans required.
- Previous Supervisory experience required.
- Bi-lingual (English/Spanish) strongly preferred.
- Excellent written and verbal communication skills, including the ability to communicate analytics and analytical insights to a non-technical audience.
- Excellent planning, organization, and problem-solving skills with the ability to successfully handle multiple concurrent priorities simultaneously; attention to detail with emphasis on accuracy; ability to thrive in dynamic, fast paced environment.
Pay Range: $96,000-$144,000 annually
