DIRECTOR, CUSTOMER CAREย
ONSITEEMPLOYMENT TYPE: Full-Time, ExemptAbout Umpqua Health
At Umpqua Health, weโre more than a healthcare organizationโweโre a community-driven Coordinated Care Organization (CCO) dedicated to improving the health and well-being of individuals and families throughout Douglas County, Oregon. We provide integrated, whole-person care through primary care, specialty care, behavioral health services, and care coordination. Our collaborative approach ensures members receive high-quality, personalized care while supporting a stronger, healthier community.
POSITION PURPOSEThe Director of Customer Careย is responsible forย leading the strategy, development, and execution of all member-facingย service, engagement, and communication functions at Umpqua Health. This role oversees the end-to-end member experience across inbound and outbound operations, including the Customer Care Call Center, Member Engagement operations, proactive outreach initiatives, and the full lifecycle of member communications from enrollment through disenrollment.ย The Director ensures Oregon Health Plan (OHP) members are informed of their rights, actively engaged as partners in their care, and supported through clear, culturally responsive, accessible, and compliant communication across all channels.ย Serving as the organizational champion for the member voice, this position is accountable for ensuring compliance with CCO contractual requirements while translating regulatory expectations into measurable service standards, scalable operational processes, and a culture grounded in equity, member advocacy, and service excellence.ย
ESSENTIAL JOB RESPONSIBILITIESCustomer Care & Call Center Operationsย
Lead the strategy, operations, staffing, training, and performance of the Customer Care Call Center, including inbound and outbound member services.ย ย
Manage call center technology platforms, quality assurance processes, call monitoring, scripting, and staff coaching initiatives.ย ย
Member Engagement & Communicationsย
Design and implement member engagement and outreach strategies across phone, mail, email, SMS, digital, and in-person channels.ย ย
Ensure member communications are culturally responsive, accessible, compliant, and written in plain language.ย ย
Member Rights, Compliance & Regulatory Oversightย
Ensure compliance with Medicaid member rights, nondiscrimination requirements, language access standards, and member communication regulations.ย ย
Ensure staff are trainedย inย member rights, grievances and appeals, interpreter services, fraud and abuse reporting, and enrollment/disenrollment processes.ย ย
Member Materials & Lifecycle Supportย
Oversee the development, review, approval, and distribution of member-facing materials, including handbooks, directories, notices, welcome materials, and educational content.ย ย
Grievance & Appeals Supportย
Ensure members receiveย appropriate assistanceย with grievances, appeals, interpreter services, and access to support resources.ย ย
Health Equity & Community Engagementย
Cross-Functional Leadership & Performance Managementย
Partner with Quality, Care Coordination, Pharmacy, Provider Network, IT, Compliance, and other operational teams to support organizational goals and member experience initiatives.ย ย
Develop andย monitorย departmental performance metrics, dashboards, and reporting related to member engagement, satisfaction, accessibility, and operational performance.ย ย
People Leadershipย
Lead hiring, onboarding, training, coaching, performance management, and professional development for Customer Care staff.ย ย
Foster a high-performing, member-centered culture focused on accountability, service excellence, collaboration, and continuous improvement.ย ย
CHALLENGES- Working with a variety of personalities, maintaining a consistent and fair communication style.
- Satisfying the needs of a fast-paced and challenging company.
MINIMUM QUALIFICATIONSโโโโโ
Bachelorโs degree in health administration, public health, marketing, communications, social work, orย a relatedย field.ย ย
5+ years of direct accountability for a multi-channel member-facing Call Center or Member Services operation, including responsibility for service-level performance, workforce management, quality monitoring, and vendor/technology platforms.ย ย
Strong analytical, communication, and project management skills with the ability toย present toย senior leadership, regulators, community partners, and Tribal leadership.ย ย
No suspension, exclusion, or debarment from participation in federal healthcare programs (e.g., Medicare/Medicaid).ย ย
Proficient computer skills, including Microsoft Office Suite; familiarity with call center telephony systems, CRM/member engagement platforms, and reporting or business intelligence tools.ย ย
PREFERRED QUALIFICATIONSDirect experience developing andย maintainingย member-facing materials under OHA review, including Member Handbooks, Provider Directories, Welcome Packets, and member rights education materials.ย ย
Familiarity with OHA material submission and review processes, CLAS standards, REAL+D demographic data collection, and interpreter service requirements.ย ย
Experience partnering with Federally Recognized Tribes, Tribal Organizations, Traditional Health Workers, and community-based organizations.ย ย
SCHEDULEMonday through Friday - 8:00am - 5:00pm; standard business hours with flexibility to meet service timelines.
SALARY Wage Band: $113,055- $132,840BENEFITS- Salary is dependent on skills, experience, and education
- Generous benefits package including vacation PTO, sick leave, federal holidays, and birthday leave
- Medical, dental, and vision insurance
- 401(k) with company match (fully vested immediately)
- Company-sponsored life insurance and additional benefits
- Fitness reimbursement program
- Tuition reimbursement and more
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Why Umpqua Health?
We are committed to advancing health equity by collaborating across communities, addressing systemic barriers, and ensuring fair access to care and resources. At Umpqua Health, every team member plays a vital role in making a meaningful impact, empowering healthier lives and strengthening the communities we serve.
Inclusive CultureWe foster a respectful, inclusive environment where employees feel valued, supported, and empowered.
Growth & DevelopmentWe support ongoing learning through mentorship, clear career pathways, and professional development opportunities.
Work/Life BalanceWe promote flexibility and well-being so employees can thrive both professionally and personally.
Equal Opportunity
Umpqua Health is an equal opportunity employer that embraces individuals from all backgrounds. We prohibit discrimination and harassment of any kind, ensuring that all employment decisions are based on qualifications, merit, and the needs of the business. Our dedication to fairness and equality extends to all aspects of employment, including hiring, training, promotion, and compensation, without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under federal, state, or local law.
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