Director of Customer Experience

**MUST BE WILLING TO PHYSICALLY WORK NEAR SUNRISE, FLORIDA, 33323**

Position Summary:

Provides oversight for optimal delivery of customer service to both members and providers participating in all lines of CCP business. Oversees the Customer Experience Department, including the Member Engagement Welcome Team, the Member and Provider Contact Center, and the CX Member Eligibility staff. Skill in exercising initiative, judgment, discretion, and decision making to achieve organizational objectives.

Qualifications:

• Bachelor's degree or equivalent education and experience
• 7+ years Contact Center Management. Proven leadership success within medium-large contact centers managing multiple people managers
• 10+ years' experience in the Healthcare industry.

Essential Duties and Responsibilities:

1. Responsible for overall management of the Customer Experience Contact Center
   • Ensures customers (members and providers) are treated with courtesy and professionalism
   • Produces and analyzes customer services reports to ensure achievement of goals and contract compli
   • ance
   • Monitors call center calls to ensure representatives are providing excellent, accurate, customer serviceEnsures that Customer Experience Representatives use language easily understood by customers
   • Performs monthly audits of the customer service module to ensure all incidents are resolved timely
   • Updates staff training manual regularly and ensures staff is thoroughly trained prior to customer interaction
   • Ensures department is equipped with appropriate and up-to-date reference material and manuals.
   • Conducts monthly, weekly, or ad hoc staff meetings, as required
   • Responsible for the development, implementation, review and revision of the established policies and procedures and standardized forms for all lines of business
   • Health plan liaison for all Member Services/benefit related issues with the Client's benefits departments, Works with UM/QA department regarding authorization protocols and how they relate to employee benefits.
2. Responsible for overall management of the Member Engagement Welcome Team, Customer Experience Contact Center, and Member Eligibility Tea
   • Responsible for oversight of Member Engagement Programs, including coordination with outside vendors and internal departments
   • Oversees fulfillment company's production of documents, quality of finished products, turnaround time from receipt of new member file to mailing of packages, to receipt at home by member to ensure contract compliance
   • Tracks and reports to regulatory agencies all member mail activity
   • Updates new member packets annually or when needed
   • Responsible for oversight of managed care coverage audits and accurate third-party liability information on all CCP member populations
   • Works with IT department on all issues dealing with member eligibility.
   • Works with IT department and/or external vendors or suppliers on telephonic technical issues
3. Oversees internal customer satisfaction surveys.
4. Chairs Monthly Customer Experience/Enrollee Services Committee
5. Handles production and delivery of all operational and regulatory reporting for the Customer Experience Department
6. Demonstrates a commitment to personal growth and development by participating in external activities related to professional goals.
7. Responds cooperatively to managers and staff members in other departments to promote teamwork.
8. Assures that appearance and persona conduct are professional at all times

This job description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Skills and Abilities:

• Dynamic leadership for Customer Experience management team and staff.
• Strong leader, ability to develop teams focused on delivering exceptional customer experience to a population that has often been underserved.
• Participates in audits including state, federal, internal, NCQA and HEDIS as applicable
• Provides exemplary customer service to all customers including our members, co-workers, vendors, providers, government agencies, business partners and the general public. Must be able to work in a fast-paced, stressful environment with changing priorities.

WORK SCHEDULE:

As a continued effort to provide a safe and productive work environment, Community Care Plan is currently following a hybrid work schedule. Staff are able to work from home 3 days a week and will report to the office 2 days a week. *****The company reserves the right to change the work schedules based on the company needs.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands, reach with hands and arms, and talk or hear. The employee is frequently required to stand, walk, and sit. The employee is occasionally required to stoop, kneel, crouch or crawl. The employee may occasionally lift and/or move up to 15 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes work inside/outside the office, travel to other offices, as well as domestic, travel. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

We are an equal opportunity employer who recruits, employs, trains, compensates and promotes regardless of age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion.