Director, Customer Experience & Engagement - 26-77
$137,000–$182,000 year
On-siteSan Ramon, California, United States
Job Summary
Develop enterprise strategy and initiatives to ensure high performance in customer experience, satisfaction, growth, and retention. Lead and manage a high-performing team focused on outcomes, strong relationships, and efficiency. Ensure excellent service to current and prospective providers, members, health plans, employers, brokers, and other external and internal customers by actively reviewing KPIs, meeting with team members, and revising processes to achieve service standards. Provide strategic oversight for member and patient experience, including oversight of member data management tools and technology supporting the department. Own decision-making for member IT strategy, including evaluation of member engagement and data platforms, and oversee on-site emergency response activities. This role requires a BA/BS degree, 6-8 years of related customer experience, and 5 years managing staff. Salary is $137,000 - $182,000. Located in the Bay Area.
Required Qualifications
- BA/BS degree
- Minimum of 6-8 years of related customer experience
- Five years of experience managing and achieving positive results through staff
- Strong understanding of management principles
- Strong communication skills, both verbal and written with ability to build credibility and trust and influence and engage stakeholders across all levels of the organization and network
- Strong analysis skills
- Demonstrated project management skills
- Ability to prioritize multiple projects and tasks and attain results through management of personnel
- Previous managed care experience
- Experience working with Independent Medical Groups (IPAs)
- Experience with and understanding of technology programs aimed at improving member satisfaction, performance and patient outcomes
- Ability to develop effective internal and external relationships, strong service orientation, and exceptional written and verbal presentation skills
- Strong analytical skills
- Understanding of various Microsoft Office products including PowerPoint, Word, and Excel
- Valid Driver's License
- Proof of auto insurance
Desired Qualifications
- Experience working with Independent Medical Groups (IPAs) preferred
- Experience with and understanding of technology programs aimed at improving member satisfaction, performance and patient outcomes highly desirable
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