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Advocacy. Expertise. Service.
Senior Director, Member Services
Location
United States
Posted
86 days ago
Salary
$136K - $170K / year
Seniority
Senior
Job Description
Senior Director, Member Services
RxBenefits, Inc.
• Own the overall experience for all members and their pharmacy healthcare partners served by RxBenefits Member Services contact center • Responsible for day-to-day operations of our contact center as well as strategic planning to continuously achieve superior levels of service as we grow • Success is achieved through superior member, provider, and pharmacy experiences; ensuring a positive brand image in interactions • Hands-on role responsible to ensure Member Services has adequate training, resources, technology and leadership/ support to deliver high satisfaction on a daily basis • Overseeing and directing the Workforce Management team to ensure accurate input of contact drivers to achieve successful forecasting • Collaborating with Finance, Learning and Development, and HR to secure competent, compassionate, and fairly compensated employees to care for our customers timely • Ensuring staff are engaged and aligned with the RxB values and mission and understand how crucial their role is to company success • Balancing the business KPI goals with the employee satisfaction goals of Member Services leadership and staff • Cultivating internal and external partnerships to ensure upstream entities understand how their work and decisions impact service delivery by Member Services • Driving transformation, working with Product and Technology to build a comprehensive, consumer-centric experience which will make pharmacy benefit access simple and easy for members, pharmacies, and providers • Taking action based on customer insights including customer satisfaction, employee satisfaction, and market intelligence to garner support for and lead initiatives
Job Requirements
- Bachelor’s Degree in Business, healthcare, or technology management or related field required or 3 additional years’ experience beyond minimum
- Minimum 10 years operational experience in production environment required
- Employee benefits, pharmacy benefit, or healthcare benefit industry experience preferred
- Deep understanding of the design, management, and leadership of contact center organizations; subject-matter-expertise / hands on contact center operations experience
- Experience partnering with IT to implement contact center solutions for inbound, outbound, and omnichannel services. Platform components include IVR, ACD, outbound dialer, workforce management, real time and offline QA / agent feedback, survey, preference management
- Experience in a role with frequent and varied client implementations impacting volume and agent resource needs
- Proven experience scaling the front-line operations of an organization with bottom-line efficiency and quality outcomes that illustrate success
- Comfortable analyzing and making sense of large amounts of information to identify key considerations and develop appropriate plans and action as a result
- Build trusted relationships with a network of key stakeholders acting as an advocate for technology and service delivery optimization through process improvement
- Skilled coach and leader who can create a culture of accountability, engagement, belief in common goals, and sense of purpose for employees
- Proactively seek out and solve problems, making decisions and negotiating the right solutions to ensure technology and staff skill matures to enhance customer experience
- Drive continuous improvement, leading by example and challenging assumptions; creative approach to problem solving with a willingness to share and entertain new ideas
- Strong customer service orientation
- Superb communication; possess proven experience in leading conversations at all levels of the company (e.g., C-suite, VP, Directors, Managers, Supervisors, and agents); possess strong oral and written communication skills, including, presenting, meeting facilitation, negotiation, decision making, and problem-solving skills.
- Bias towards action with the proven ability to be persistent and proactive.
- Ability to travel to Birmingham, AL as needed for team building and strategic interactions.
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