Responsible for providing leadership in developing, managing and evaluating Independent Health’s member services functions with the goal of achieving operational excellence, regulatory compliance and service excellence. The Director shall lead and manage a plan designed to promote Independent Health by reducing member hassle while increasing member education and involvement. The Director shall be responsible for developing, managing and communicating a plan that incorporates member feedback to be used in operational and/or promotional activities. In addition, the Director shall provide leadership in the development, implementation and measurement of member retention programs designed to positively influence retention.
Bachelor Degree from an accredited institution required; advanced degree preferred.
A minimum of three years call center experience, preferably in a health care environment. Must have a current working knowledge of call center metrics, best practice, and Lucent call center phone technology.
Minimum of 7 years management experience with successful results
Excellent communication skills with the proven ability to understand and influence both internal and external stakeholders.
Proven senior level leadership skills, preferably in a managed care environment.
Demonstrated ability to work collaboratively with others to achieve organizational goals.
Demonstrated ability to deliver results in environments with shifting and diverse priorities.
Demonstrated process, planning and evaluation capacity.
Knowledge of business and managed care environment issues that relate to consumer choice.
Demonstrated ability to develop, plan and implement policies designed to achieve organizational goals.
Demonstrated ability to design, deliver and evaluate member retention strategies and programs.
Demonstrated ability to utilize and measure market segmentation strategies.
Maintains confidentiality and uses only the minimum amount of protected health information (PHI) necessary to accomplish job related responsibilities.
Other duties as needed. Every associate is given a job description upon hire outlining the qualifications, duties, and pay grade of the position. Independent Health reserves the right to change job descriptions as necessary.
Independent Health is an equal opportunity employer.