The Director, Enterprise IT Customer Service is responsible and accountable for providing Uncompromised Safety, Superior quality, Memorable Patient/Customer Experiences, and Financial Stewardship Stewardship by providing strategic and operational leadership for architecting and implementing best practice IT customer service solutions that support the delivery of highly reliable, customer-centric enterprise-level services.
The Director, IT Customer Service is responsible for evaluating the current customer service function and develops a strategic plan and roadmap to address the IT customer service needs of the organization. Develops and publishes appropriate customer service strategies, policies, procedures, standards, tools and guidelines to promote cost-effective, appropriate levels of customer service. Span of control includes the following areas:
•IT Call Center
•IT Field Support
•End User Computing (including medical devices)
The Director, IT Customer Service is responsible for the delivery of IT customer service, processes and systems in synchronization with the greater IT and Health First goals. This individual will be responsible for development and delivery of best practice services and processes. This position will be accountable for SLA/OLA service metrics to create and sustain a best-in-class IT Customer Service group.
The Director, IT Customer Service will develop, implement and maintain innovative changes to the customer service group to create an environment that proactively anticipates and satisfies customer service needs. S/he will take the lead in the redesign of the customer service support processes, organization, skills profile and support environment. S/he will implement methodologies to improve first call resolution, manage customer perceptions and build strong internal relationships.
The Director, IT Customer Service will collaborate with IT and business line managers through the use of metrics to review and improve quality and timeliness of customer service calls and ticket resolution.
The Director, IT Customer Service is responsible for the ongoing growth and development of assigned leadership team members and ultimately, their staff members.
•Prepare and maintain the operating and capital budgets for IT Customer Services for Health First, and identifying cost reduction opportunities. Drive operational efficiencies that improve profitability and customer satisfaction.
•Provide customer service recommendations on the selection of enterprise technical infrastructure, computing platforms and related technologies; apply financial rigor, risk assessment and business rationale to all initiatives to help the management team arrive at decisions that maximize business performance.
•As project sponsor, work closely with the VP, Enterprise Technology Services to provide customer service guidance and oversee the Health First customer service project portfolio; set appropriate enterprise expectations, manage risks and ensure organization achieves anticipated value.
•Implement a best-practice customer service program to protect HF information assets, ensuring appropriate information security measures are in place; coordinate and collaborate with the Enterprise IT Security team. Comply with all Federal and State regulatory requirements.
•Provide guidance for, and oversee the Health First customer service project portfolio; set appropriate enterprise expectations, manage risks and ensure organization achieves anticipated value; ensure customer service initiatives are tied to strategic initiatives and key focus areas of the organization.
•Effectively procure, install and maintain all corporate information technology assets, within a framework of industry standards, ITIL best practices and HF strategic IT principles and policy guidelines.
•Working closely with the VP, Enterprise Technology Services, negotiate competitive large scale vendor contracts which meet HF financial targets and are based on industry standards performance.
•Implement SLAs with HF strategic business units, and require similar SLA protections from HF vendors.
•Mentor team members to continuously identify and recommend opportunities to leverage technology to improve the patient/member experience.
•Define the IT Customer Services organization structure, recruit and manage a high performing organization committed to the mission, vision and goals of the HF organization.
•Monitor healthcare and insurance industry news and trends and the impact these trends may have on Health First. Functions as an expert in Information Technology solutions.
•Bachelor’s Degree in Computer Science or business relevant field; MBA or post graduate degree in Computer Science or business relevant field preferred.
•A minimum of eight years’ experience in an IT Customer Service leadership position in the healthcare technology industry which would include experience with a health plan, insurance company, or managed care organization or equivalent job experience in leadership role(s).
•Up-to-date knowledge of the technology marketplace.
•Professional service/support certifications in management preferred (HDI, STI, SSPA, ITIL, etc).
•Strong business and financial acumen with an ability to analyze a technology problem or opportunity in business terms. Proven ability to manage complex analysis and develop business cases.
•Experience in managing change in a fast paced, complex environment. Knowledge of ITIL best practice service management and Lean preferred.
•People management skills and the ability to organize, motivate and lead diverse teams to achieve results. Challenges others to develop as leaders while serving as a role model and mentor.
•Good understanding of customer service operations, and “service-first” philosophies.
•Highly articulate and able to convey important messages in a clear and compelling manner.
•Establishes trust and credibility at all levels of the organization; cultivates relationships with peers and associates; comfortable working in a matrix model.
•Demonstrated ability to manage ambiguity; very adaptive to changing situations.
•Shows wisdom in making decisions and acts under pressure in times of crisis with a view to what is most appropriate, reasonable, timely and realistic.
•Applies logic and sound reasoning to determine the facts and reveal root causes.
•High integrity and compatibility with Health First I-CARE Values.