Director, Customer Care
$113,055–$132,840 year
On-site · Roseburg, Oregon, United States
Job Summary
Director leads the strategy, development, and execution of all member-facing service, engagement, and communication functions for Umpqua Health, overseeing end-to-end member experience across the Call Center, engagement operations, and member communications from enrollment through disenrollment. Ensures compliance with Medicaid/CCO requirements, language access, accessibility, and plain-language standards; manages multilingual support, staffing, technology, quality assurance, and performance metrics; designs multi-channel outreach and materials, collaborates across departments to support enrollment, care coordination, and population health, and advances health equity and culturally responsive services; requires leadership of a department with extensive stakeholder collaboration, regulatory oversight, and continuous process improvement.
Required Qualifications
- Bachelor’s degree in health administration, public health, marketing, communications, social work, or a related field
- 7+ years of progressive member services, member engagement, or member experience work in a healthcare or health plan setting; Medicaid/CCO experience strongly preferred
- 5+ years of direct accountability for a multi-channel member-facing Call Center or Member Services operation, including responsibility for service-level performance, workforce management, quality monitoring, and vendor/technology platforms
- 5+ years of people leadership experience, including managing managers or cross-functional teams
- Demonstrated experience operating a Grievance and Appeal System or equivalent member complaint/resolution function in a regulated managed care environment
- Proven ability to develop, execute, and measure multi-channel member engagement and outreach strategies in a highly regulated environment
- Strong analytical, communication, and project management skills with the ability to present to senior leadership, regulators, community partners, and Tribal leadership
- Valid driver’s license, reliable transportation, and ability to maintain automobile insurance coverage meeting organizational requirements
- No suspension, exclusion, or debarment from participation in federal healthcare programs (e.g., Medicare/Medicaid)
- Proficient computer skills, including Microsoft Office Suite; familiarity with call center telephony systems, CRM/member engagement platforms, and reporting or business intelligence tools
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