Customer Service Director, Specialty Services
DentaQuest - Boston, MA

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The Director of Specialty Services is responsible for ensuring that all specialty markets are serviced with the highest degree of accuracy and efficiency by maximizing resources through shared utilization across all specialty markets. This Director will work closely with Dental management to reduce loss ratio through appropriate PCD assignments. Minimizing/reducing reliance on regular and temporary staff by leveraging co-sourcing partnership to meet service level expectations is another responsibility of this Director as is managing the expectations and performance of the co-sourcing vendor. The Director will achieve superior call center performance with respect to customer service through an integrated process of operational, quality, and resource management that meets or exceeds member, customer, and provider expectations and is consistent with Corporate goals.

Work with co-sourcing vendor to maximize utilization by identifying call types that can be outsourced

Understand all contractual requirements of assignment markets

Drive organization to meet/exceed service level requirements

Encourage use of various access channels (phone, email, chat, web portal) to minimize calls to Customer Service that can be handled via self service

Identify process improvement opportunities and implement changes as needed

Ensure 85% first call resolution rate

Collaborate with internal and external customers to ensure that Specialty Services is responding to their needs

Conduct regular customer satisfaction surveys to measure overall member satisfaction

Understand and operate within legislative and privacy compliance

Ensure timely hiring and training of staff supporting Specialty markets

Work to establish meaningful goals and metrics for all pertinent functions as they pertain to both internal and external expectations and requirements. Actively support and encourage process reviews and quality audits of operation and customer service functions and incorporate results into performance evaluations

Influence new membership growth and existing membership retention through effective management of customer service

Actively participate with Directors and the Executives in developing annual and ongoing Corporate goals and develop the strategic and tactical initiatives to implement successfully. Effectively perform Leadership functions for varied Corporate initiatives

Participate effectively as an integral member of the Project Priority Committee to prioritize corporate IT initiatives, and manage company-wide expectations through effective project process, monitoring, and communication. Ensure that the Executives receive the appropriate updates and notification of potential business risks

Establish and maintain an environment where new ideas and solutions are encouraged, evaluated, quantified and implemented

Influences staff to achieve organization and corporate objectives while helping employees understand current and new business directions. Maintain a positive work climate and culture while managing change. Implement and monitor tactical business plan for redesigned processes to ensure smooth and measurable implementation. Challenge, manage, and motivate operational staff to be responsive to performance expectations in a rapidly changing work environment

Ensure personnel are properly selected, assigned, trained and motivated to accomplish results necessary for successful operations. Coach direct reports and staff to reach their full potential. Promote and execute development plans which strengthen and broaden staff skill sets critical to their current and future job performance. Anticipate resource needs, establish appropriate priorities and eliminate unnecessary functions. Balances short term consequences against long-term strategic vision. Recognize and promote diversity

Maintain proactive communications with staff and management that appropriately disseminates departmental, cross-departmental and corporate initiatives, successes and goals.

Establish and maintain strong collaborative working relationships with other function directors and managers to ensure all processes and work interdependencies are identified and addressed on an ongoing basis

Other duties as assigned

Required Skills

Required Experience

Bachelor’s Degree with 8 – 10 years Customer Service/Call Center experience or equivalent

Minimum of 5 years previous experience in health care/dental care

Working knowledge of call center and operation metrics and reporting tools, scheduling and staffing tools and quality control/call monitoring processes.

Minimum of 5 years previous management experience

Advanced proficiency in Microsoft platform applications: Word, Excel, PowerPoint, MS Project, Outlook, Sharepoint, Visio

Strong project management skills and techniques

General knowledge of Internet and Intranet

Must have strong interpersonal and communication skills
Ability to manage multiple priorities and adapt to changing conditions

Demonstrated achievements in project management leadership

A demonstrated team – oriented leadership style with the ability to motivate others

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