Director, Customer Care – Nevada Location (Leadership, MCO's & Operations Experience)

At arenaflex, we're committed to delivering exceptional service experiences that exceed the expectations of our Members and Providers. As a key senior leader within our call center, the Director, Customer Care will play a pivotal role in shaping the future of our organization and driving business growth. If you're a passionate leader with a proven track record in customer care, leadership, and operations, we invite you to join our team and contribute to our mission of delivering best-in-class service experiences.

About arenaflex

arenaflex is a leading provider of innovative healthcare solutions, dedicated to empowering individuals and families to achieve better health outcomes. With a strong presence in the healthcare industry, we're committed to delivering exceptional service experiences that meet the evolving needs of our Members and Providers. Our team is passionate about making a difference in the lives of those we serve, and we're seeking like-minded individuals to join our mission.

Key Responsibilities

As the Director, Customer Care, you'll be responsible for leading a team of Customer Care Managers and Team Leaders in building a high-performance culture that delivers exceptional service experiences across our products and markets. Your key responsibilities will include:

• Designing and implementing Member/Provider Experience service processes that drive continuous improvement and excellence
• Leading a team of Customer Care Managers and Team Leaders in goal/expectation setting, defining Reward & Recognition Programs, identifying ongoing Training Needs, and driving focus on Personal Accountability
• Regularly engaging with leaders across the organization (Market; Operations; Clinical) to provide insight into opportunities and drive business growth
• Monitoring all regulatory requirements and overseeing all submissions in existing and future lines of business
• Delivering recommendations related to improvements to Self-Service tools (IVR, Digital Products, etc.) based on Top Contact Types
• Continuous review and improvement of business process workflow to drive efficiency and effectiveness
• Facilitating and promoting problem identification, analysis, and resolution across the organization to improve Member/Provider experience
• Utilizing formal and informal meetings to gather information, provide feedback, and developmental ideas to staff members
• Analyzing data and identifying trends monthly to ensure company expectations are met
• Identifying information system inefficiencies and formulating recommendations for improvement
• Staying up-to-date with new call center technology and service concepts to drive innovation and excellence

Essential Qualifications

To be successful in this role, you'll need:

• A Bachelor of Science/Arts in a Business-related field or equivalent years of work experience
• A Master's degree is preferred
• Minimum of ten (10) years of experience in a call center or similar environment
• Minimum of five (5) years of management experience, preferably in call center management
• Multi-site leadership/Work from Home experience is preferred
• Experience in a call center and health insurance is preferred
• Staffing and forecasting experience is preferred
• Lean Sigma/Continuous Improvement/Design Thinking experience is preferred
• Managed care experience is preferred

Competencies, Knowledge, and Skills

To excel in this role, you'll need:

• Advanced knowledge of Microsoft Word, Excel, PowerPoint, and Visio
• Strong data analysis and trending skills
• Strong project management skills
• Knowledge of call center operations and trends
• Strategic management skills
• Strong negotiation skills
• Good technical writing skills
• Strong team and staff development skills
• Strong collaboration and conflict resolution skill sets
• Proven leadership with the ability to build relationships/collaborate and influence at all levels
• Strong process and analytical skills with the ability to articulate and define outcome measures that capture key performance metrics
• Ability to work in a fast-paced environment
• Attention to detail
• Ability to develop, prioritize, and accomplish goals/time management
• Executive management skills
• Strong decision-making and problem-solving skills
• Exceptional communication skills (both written and verbal) with the ability to present information in a variety of different formats to all levels
• Strong interpersonal skills & high level of professionalism
• Ability to work independently and within a team environment
• Effective active listening and critical thinking skills

Licensure and Certification

None required

Working Conditions

* General office environment; may be required to sit or stand for extended periods of time

• Ability to travel as required by the needs of the business

Compensation Range

$110,800.00 - $193,800.00 At arenaflex, we're committed to providing a comprehensive total rewards package that includes:

• Competitive salary
• Bonus tied to company and individual performance
• Comprehensive benefits package
• Opportunities for career growth and professional development
• Collaborative and inclusive work environment
• Recognition and rewards for outstanding performance

Organization Level Competencies

* Create an Inclusive Environment

• Cultivate Partnerships
• Develop Self and Others
• Drive Execution
• Influence Others
• Pursue Personal Excellence
• Understand the Business

How to Apply

If you're a passionate leader with a proven track record in customer care, leadership, and operations, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Note

arenaflex is an Equal Opportunity Employer. We're committed to fostering an inclusive environment that welcomes and supports individuals of all backgrounds. This job description is not all-inclusive, and arenaflex reserves the right to amend this job description at any time. Apply for this job