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Director of Member Services

Employer Direct Healthcare
Dallas, TX
  • Expired: October 12, 2021. Applications are no longer accepted.

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.

Requirements

* 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

Benefits

* Medical Insurance
* Dental Insurance
* Vision Insurance
* Short & Long Term Disability
* Life Insurance
* 401k with company match
* Paid Time Off
* Paid Parental Leave

Employer Direct Healthcare

Address

Dallas, TX
USA

Industry

Business

View all jobs at Employer Direct Healthcare