VP, Customer Service & Consumer Experience Operations
Company: Commonwealth Care Alliance
Location: Boston
Posted on: May 8, 2024
|
|
Job Description:
Why This Role is Important to Us:
At CCA, we continually strive to put our members at the center of
everything we do. Delivering outstanding customer experience is a
top organizational priority. The VP for Customer Service and
Consumer Experience Operations is a critical leadership position
providing strategic direction and operational leadership for member
and provider contact centers and member communications functions
across all markets and products. The VP for Customer Service and
Consumer Experience Operations is responsible for leading CCA's
organizational goal to create best in class member care and service
experience across the enterprise . To achieve a consistently
differentiating experience for CCA members, the VP for Customer
Service and Consumer Experience Operations will ensure a unified
customer experience strategy that includes members and providers,
working collaboratively with leaders accountable for delivering
clinical care and provider networks and contracting.
Reporting directly to the Chief Operating Officer (COO), this VP is
responsible for ensuring a culture of innovation and continuous
quality improvement; a fully engaged and high performing staff;
effective and efficient practices and processes; and ongoing
measurement tools to achieve a best-in-class service experience for
our members and providers.
Supervision Exercised:
Yes. Direct Reports Include the Director of Member Service,
Director of Provider Service, Senior Director of Member
Communications, Manager of Training and Quality, Director of
Business Strategy and Technology, Director of Member Experience and
Improvement, Senior Director of Consumer Affairs, and the Director
and Senior Consultant for Consumer Experience.
What You'll Be Doing:
Leadership:
Develop and maintain the short and long-term CCA enterprise
customer service and consumer experience strategy that delivers
revenue growth through member retention and enrollment.
Align functional and market leaders around strategy and priorities,
and drive implementation and improvement across all markets.
Support and champion the needs of frontline teams in delivering an
optimal customer experience.
Partner with CCA Provider leadership to ensure that CCA's provider
experience strategy supports network providers' ability to
effectively deliver timely, responsive, patient-centered care and
service to CCA members
Ensure that CCA members are directly engaged in the design,
delivery and evaluation of care and service offerings through
services provided by CCA's affiliate organization the Center to
Advance Consumer Partnership (CACP) including CCA's Member Voices
Program, Consumer Advisory Councils (CACs), Journey Mapping, and
other initiatives as needed.
Oversee cross-functional service-recovery team responsive to urgent
and emergent member matters
Provide oversight to CCA's internal Ombudsman, providing strategic
and operational leadership in planning and directing the flow of
highly sensitive consumer complaints to resolution.
Oversee the Contact Center department and provides strategic
direction and operational insight for CCA's Medicaid/Medicare Dual
Eligible enrollees and MAPD Plan members.
Oversee Member Communications for all markets and all products.
providing strategic direction and operational leadership.
Serve as the business lead for program management efforts to ensure
strategic alignment between customer service operations and
enterprise-wide member experience strategic plans.
Drive rapid and continuous improvement in the customer service
experience, including the development of initiatives to improve
customer service quality and ensure compliance with service level
agreements.
Align people, processes, and technology to identify appropriate
communication strategies required to support customers and their
unique needs.
Work closely with the Chief Operating Officer to ensure service
delivery work streams are coordinated, and stakeholders are updated
on all key performance metrics.
Work closely with the Chief Experience Officer to serve as a change
leader -- helping to educate, inform and influence all levels
across the CCA organization to recognize the customer experience in
all of our work and put our members at the center of everything we
do.
Build collaborative working relationships throughout the
organization in order to drive success and lead fundamental changes
in our approach to customer service.
Innovate and instills in his/her teams an appreciation for thinking
outside of the box, questioning the status quo, and striving to
find efficiencies in all work.
Ensure compliance with contractual, regulatory, and corporate
service level requirements, guidelines, and goals related to
customer service performance.
Track call and enrollment trends, makes decisions based on
organized information, and supports decisions with articulate
written and verbal communications.
Utilize Key Performance Indicators to prioritize improvements
efforts.
Leverage data, develops effective prescriptive analytics to inform
decision-making, and shares pertinent data with stakeholders on
performance for proactive response.
Evaluate ongoing business opportunities and their impact on
strategic growth, and leverages data to ensure scalability of
operations.
Lead the department in its quest to effectively engage employees
and develop pathways for employee development.
Administrative Functions:
Leadership for a team of 8+ directors, with as many as 200+ overall
staff, including performance management and ongoing development
activities.
Annual budgeting, budget to actual monitoring, and justification of
budget variances.
Provide business justification for capital and non-capital resource
needs and supports various leaders with such requests when they
have a direct impact on customer service facing operations.
Drive technology evaluation activities in collaboration with the
CIO to ensure state of the art innovations are deployed to improve
the member experience.
Specific Functional Oversight Responsibilities:
Member Contact Center
Provider Contact Center
Contact Center Training and Quality
Member Communications
Consumer Experience Operational functions
Corporate Ombudsman and Service Recovery Programs
Enterprise-wide Project Leadership (ad hoc)
Working Conditions:Standard office conditions.
What We're Looking For:
Education Required:
Bachelor's Degree or equivalent experience
Education Desired:
BS / BA in business, health care or related field - advanced degree
a plus
MBA or Master's degree in relevant field
Experience Required:
Minimum of 15+ years of progressive leadership with large scale
change initiatives demonstrating success in systems development and
deployment, including leading a diverse functional team /
organization.
Minimum of 10 years' experience leading Enterprise CX
Minimum of 10 years in one or more core operational functions,
including call centers, enrollment functions, and
appeals/grievances.
Knowledge, Skills & Abilities Required:
Knowledge of types of health care providers and their
operations.
Proven track record collaborating effectively cross-functionally
with product management, operations and IT stakeholders.
Ability to drive organizational change.
Ability to think conceptually and effectively translate concepts
into practical and executable plans.
Business acumen to work with senior leadership and executives.
Excellent communication (written, verbal and presentation) and
organizational skills in deadline driven environment.
Ability to be flexible and work with ambiguity.
Strong communication skill sets, with the ability to present
information in a variety of different formats to all levels of
stakeholders.
Strong analytical skills, with the ability to articulate and define
outcome measures that capture key performance metrics.
Excellent collaboration and relationship management skills.
Demonstrated success in obtaining results in a corporate
environment.
Highly proficient with industry standard technologies.
Ability to travel as required by the needs of the business.
Language(s) Required:
English
Language(s) Desired:
Bilingual preferred
Other Required:
Office position, sitting, walking, standing, bending, keyboard,
mouse.
EEO is The Law
Equal Opportunity Employer Minorities/Women/Protected
Veterans/Disabled
Please note employment with CCA is contingent upon acceptable
professional references, a background check (including Mass CORI,
employment, education, criminal check, and driving record, (if
applicable)), an OIG Report and verification of a valid MA/RN
license (if applicable). Commonwealth Care Alliance is an equal
opportunity employer. Applicants are considered for positions
without regard to veteran status, uniformed service member status,
race, color, religion, sex, national origin, age, physical or
mental disability, genetic information or any other category
protected by applicable federal, state or local laws.
Keywords: Commonwealth Care Alliance, Peabody , VP, Customer Service & Consumer Experience Operations, Hospitality & Tourism , Boston, Massachusetts
Click
here to apply!
|